Using Light Agent Role for Approval Workflow in Zendesk
How can I use the light agent role for a customer approval workflow in Zendesk?
To use the light agent role for a customer approval workflow, you can convert an approver from an end-user to a light agent. This allows you to create workflows around an end-user approver, which would be challenging otherwise.
For example, in the Fashionocracy scenario, the supervisor Mikkel is changed from an end-user to a light agent. This enables the system to notify Mikkel when a sample request is made, and the ticket is automatically set to 'Pending' until Mikkel approves it. This setup ensures that the approval process is efficient and automated. For more details, check out theoriginal Zendesk article.
More related questions
What are the steps to set up a light agent for approval in Zendesk?
Setting up a light agent for approval involves changing the user role and creating specific triggers. First, change the approver's role from end-user to light agent. This change might affect workflows and permissions, so be cautious. Next, create a…
What should I keep in mind when using light agents in Zendesk?
When using light agents, remember that they have limited permissions compared to other agent roles. It's crucial to understand what light agents can and cannot see. Creating a dummy light agent profile can help you view the system from their…
How can I notify a requester about their approval status in Zendesk?
To notify a requester about their approval status, you can create a trigger similar to the one for notifying the approver. This trigger should inform the requester that their request is awaiting approval from their manager. Additionally, you can…
Can light agents update ticket fields in Zendesk?
Light agents cannot update ticket properties, such as ticket fields, unless they are the ticket requester. This limitation is important to consider when designing workflows that involve light agents. The primary role of a light agent in an approval…
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