Our light agents create tickets for our customers in our Zendesk instance. This requests them to CC end-users so that our engineers route any communication to our end-users.
Would like to use off the CC feature to our light agents.
Light agents cannot CC end-users with the Enhanced CCs and Followers experience
Hi @sudharsun - We use Light Agents at my company as well. However, instead of having Light Agents create a ticket directly within the Zendesk interface, we'll actually just have them email our Support address with any customers CC'ed to the request. When they do this, Zendesk will automatically include those individuals as CCs on the Zendesk ticket.
Not sure if that workflow would be helpful for your specific use case but figured it was worth sharing just in case.
We need this feature as well. It would not be ideal for our light agents to have to email the support email since they have different forms dedicated to different requests.
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