Stephanie Mellon

Disappointed to see that the idea mentioned above Enabling use of Light Agents in Triggers. has been closed for comments and marked Not Planned. We have the same issues mentioned by other users in that thread:

• CSM submits a ticket - Comes into Zendesk support as an internal comment and therefore triggers will not fire to let them know that a ticket has been logged.
• CSM updates a ticket by sending an email - Comes into Zendesk support as an internal comment and therefore triggers to update the ticket and move it from Pending state to Open state do not fire.

This experience is very confusing for Light Agents communicating with us by email.

We would also like to see this added. When multiple teams are working in the same Zendesk instance it's important to be able to find out who made specific changes and give that person feedback on how the change has affected other teams.