We do require is the system to recognize light agents similar to full agents when they forward an email into Zendesk.
We will be having a huge amount, thousands of light agents in our future full deployment. These light agents are our Outside Sales people. They are forwarding emails received by customers to the Inside Sales Support teams, who are our Zendesk full agents.
We would require the following behavior:
- Recognize an agent is forwarding an email (regardless if full or light)
- Enter the forwarding message as internal note
- Search for the email delimiter and open the ticket on behalf of the original sender.
- Insert the forwarded message of the original sender as a public reply.
In the settings for this feature in Admin Center there is no hint, this feature is limited to full agents.
Please make this happen. It is so much manual work to change the ticket requester of emails forwarded by our light agents. Additionally, even if we do so, the customer's original message remains an internal note.
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