Kat Brooks

Another option that could work would be to make views filterable.  In my case, at least, currently each of our project teams has at least 3 views to cover different ticket statuses.  So anyone associated with more than 3 or 4 teams can't see all of the views.  But if each team could have just one view, which could then be filtered to show the New, Open, and Closed tickets, we'd be ok with the current limitation probably.

We're running into the same thing.  We just started using both light agents and the enhanced CC, so I didn't know what the root cause was, but it's the same result as above.

We did find a workaround, but it's not great for long term use.  We're now adding the light agent as a follower on the ticket and replying using only internal notes, then they get the full string of the ticket.  (Doing just one of those things doesn't work, it has to be both.)

I agree too - we just moved to having this feature available and it's causing all sorts of issues!  We put our Client Support team as light agents because they sometimes need access to look at and help us with tickets submitted by the client.  But they also regularly submit new tickets themselves for other matters.  

First we noticed, as mentioned above, that their tickets were coming in as internal messages.  Not great if they need to CC anyone outside our group, but we could deal.

Now, we're finding that the email notifications are messed up because of this too.  If we reply, using public reply, to a ticket the light agent submitted, the requestor's email notification will only contain that public reply, it does not have the body text of the original message (that was set as private).  If we reply to the ticket with an internal message, the requestor never gets an email at all.

So while the ticket itself is setting their messages as internal because of their role, the email system seems to be treating them still as an outside end user.  The two really need to agree.

My suggestion would be that if a light agent submits a ticket via email, it, and everything following, should be treated as though the requestor is a regular end user (their comments are public, and their emails show only the public replies).

The workaround we devised is to add the requestor as a follower on the ticket and make any replies as internal messages.  While it works, it's kind of a pain to have to do long term.  We thought this was going to be a great feature to have, but it's turning out to be anything but.

I'm wondering if there is any way to not have CCed email addresses automatically added as end users?  We want the requestor added, but not everyone who they CC.