Views for light agents?

9 댓글

  • Devan - Community Manager
    댓글 작업 고유 링크

    Hello Mia,

    Glad you are giving Zendesk a try, and I'd be happy to address any question you may have regarding light agent permissions. They can indeed view the tickets they have side conversations in or are a follower on.

    As for light agents having access to the dashboard, this is something we are looking into and will be holding an EAP for this if you'd like to sign up. I've included a link to this and an article that explains light agent permissions in further detail. 

    Understanding and setting light agent permissions (Collaboration Add-on)

    Custom Roles & Light Agents EAP

    Best regards. 

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  • Mia Jonson
    댓글 작업 고유 링크

    Hello Devan!
    Thanks for your
    We are testing your product as much as possible right now and the only thing missing right now is a way for the light agents to view the tickets they are supposed to contribute in. None of the views shows the tickets for the light agent!?
    One scenario:
    One person we be the assigned agent and wants to have a light agent to do some work in the ticket. A side conversation is created with the light agent. The light agent gets an email.
    The same light agent gets a lots of tickets to collaborate in but how is the light agent supposed to se witch tickets to work with in the dashboard or views? Cant find any way for a light agent to view all tickets where they are supposed to answer or collaborate.
    Is there a way around this?

    Thanks in advance!

    // Mia Jonson

    1
  • Nicole - Community Manager
    댓글 작업 고유 링크

    Hey Mia - 

    There are a number of ways that views can be set up for light agents to see the tickets they've been asked to contribute to. Views work for them just the same way they would for any other agent, so you could have them set up a view to see tickets where they're assignee, or apply tags to tickets they should weigh in on and they can set up views by those tags. 

    There isn't an out-of-the-box way to set up a view for side conversations; those are best managed via an email inbox. 

    I hope that helps, and do let us know if you have any additional questions!

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  • Mia Jonson
    댓글 작업 고유 링크

    Hi Nicole!

    Can you pls describe how to set up a view for light agents?

    They are not assignee (cant be as far as I know) of any tickets so I cant find any way to make a view for them.

    I also would like to have a view over all tickets I do follow as a follower.

    Is that possible to do as well?

     

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  • Brett - Community Manager
    댓글 작업 고유 링크

    Hey Mia,

    When assigning light-agents to a user profile you can also assign them to a group similar to regular agents.

    When a ticket is assigned to the group that the light-agents belong to, they should be able to see those tickets from the Group view. The condition you'll want when setting up this view is Ticket: Group.

    As for a view of all tickets you're following, there's no condition to account for this currently in the view configuration page.

    You'll need to navigate to your profile page and view the tickets you're following from there. More information in the following article: How can I view tickets I follow?

    Let me know if you have any other questions!

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  • Fabio Strasser
    댓글 작업 고유 링크

    Hi everybody,

    I have kind of a related question for this. 

    Not regarding light agents but full agents:
    I want to create a view for them where they can see the tickets they're following. But this is not an available condition in views.

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  • Mia Jonson
    댓글 작업 고유 링크

    Hi!

    Yes we have tried the solution to add a light agent to a group and then assign the ticket to the group but the problem is that the ticket stays unassigned anyway!

    So in the views the ticket appears as unassigned even if it assigned to a group.

    How can we make it as assigned even if we assign it to a group? 

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  • Graeme Carmichael
    댓글 작업 고유 링크

    Fabio

    The best place for agents to list tickets they are following is from their profile.

     

    Unfortunately that option cannot be used in a view.

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  • Graeme Carmichael
    댓글 작업 고유 링크

    Mia

    To remove tickets assigned to a group from your unassigned view, use the conditions:

    0

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