Allow light agents to use agent forwarding

3 Comentários

  • Andrew J
    Community Moderator

    This used to work as it was part of a workflow we designed but didn't implement some years back.
    Perhaps open a support request.

  • Amy Dee
    Zendesk Team Member

    Hi Daniel! The reason is called out in our article on forwarding email:

    Note: This feature is available for agents, but not light agents. Light agents are excluded because it involves making a public comment on behalf of an end user on a ticket.

    In the past, there were some loopholes that could allow light agents to perform tasks they shouldn't have had permission to do. Many of those loopholes have since been closed.

    The current restrictions are expected - light agents can't make public comments, so they can't create public tickets through forwarding.

    I hope this helps!

  • Kelsey Davis

    Amy Dee thanks for explaining - why can't the comment come in on behalf of the original requester but just as a private comment? Thanks


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