End-users ticket update
Team, please suggest a way by which end-user can also reply to the tickets raised from a particular organisation say XYZ in Zendesk, so end-users can also reply to the tickets raised, we cannot add all the users as Agent in Zendesk, as it will consume lots of unnecessary licenses and cost.
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Have you designated any of your end-users as Light Agents? Don't know if that would satisfy your use case - not every user should be a Light Agent. We have a few folks (supervisors) so designated specifically so they can view and add comments to tickets. All of our 'true' end-users can reply from emails they receive as generated by a trigger, or via the Help Center.
Pleasesign into leave a comment.
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