I have an agent that is not able to make public comments. I am able to assign tickets directly to her, she is able to make internal notes but does not have the option to make a public comment. Her user type is 'Staff Member', and she is set up like my other agents but she is the only one unable to make public comments.
Agent Cannot Make Public Comments
Hey LaReine! Staff Member is User type. It sounds like your Agent's role is a Light Agent. When you navigate to their profile there should be an area that says "Role". If it says Light Agent, you will need to update it to another Role within the Admin Centre
Thank you for your response! Here is what it shows below. I have others set to our Production Staff that are able to make comments.
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