Having agents being able to set up light agent | Community
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Having agents being able to set up light agent

  • April 19, 2016
  • 1 reply
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C

Hi

We are using light agent for internal people to support our agents with comments and input to the ticket. We do this by adding them as Cc to the tickets

We use light agents for this as their comments needs to be private and not being viewed by the end-user.

 

As it is the agents who knows who to add as Cc in the specific situation I need them to be able to add light agents. As it is now I can only enable them to add end-users. If the agent cannot add light agents, he will have to wait on administrator to add the light agent before he can Cc him. This is now very optimal and will create a bottleneck and bad performance as the flow will be slowed down.

 

Is it possible to have agents creating light agents?

 

/Catharina 

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    1 reply

    J
    • Jessie17
    • April 20, 2016

    Hi Catharina!

    I did some checking on this to make sure, and I was able to confirm that, even with the custom roles available on the Enterprise plan, only Admins have the ability to change a user's role.

    I know this isn't the news you were hoping for. My best suggestion would be to set up a workflow that sends the request for a new light agent to your admins as an urgent request that must be completed immediately.

    The other option would be to take the time to proactively add anybody that could be needed as a light agent in your organization. You add users to your Zendesk in bulk, which you can find out more about here: Bulk importing users and organizations.

    Hope that helps!

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