I'm trying to use the software within the designed limitations of the feature set. I completely understand that Light Agents can't add users on CC since they aren't able to make public comments. But a light agent CAN add followers, and can make private comments, therefore they should be able to use the @mention functionality in this specific scenario.

1. Light Agents can add followers to a ticket
2. Light Agents can only create private comments
3. @mentioned agents are added as followers in private comments

The only reason I can think of that this doesn't function is that the @mention functionality isn't taking into account all the various ways that Zendesk can be configured. I'd really like to see this solved.