This guide outlines the Zendesk workflow for Claims light agents. It builds on Zendesk Light Agent Training, which covers the Light Agent macros that every department uses (the Light Agent - Assign and Light Agent - Update entries in the macro menu); read that first.
Assign a ticket to a Claims light agent
- Apply Light Agent - Assign, choose đź‘ĄClaims, then an entry from the table below.
- Submit.
| Entry under Light Agent - Assign > đź‘ĄClaims | What happens |
|---|---|
| (đź‘ĄClaims) (first in the list) | The ticket moves into Claims with nobody named; the Light Agent field is cleared. |
| 👤Name 💡 | The ticket moves into Claims, the Light Agent field is set to that person, and they receive the assignment email and follow the ticket. |
| 👤Name (no 💡) | A full agent: the ticket moves into Claims and they become the Assignee; the Light Agent field is cleared. |
To take a ticket yourself, apply Light Agent - Update > 🙋‍♂️Take it instead.
Assign a CIM Category to a ticket
- Apply CIM Category, then choose the category.
- Submit.
The CIM Category macros are Claims' own and work as they always have; the Light Agent macros do not change them.
Combining macros
A CIM Category macro can be combined with one Light Agent macro in the same submit. Apply one Light Agent macro per submit: for example, assign the ticket in one submit and let the assigned agent solve it in theirs.
Example
Apply Light Agent - Assign > 👥Claims > 👤Test User 💡 and then CIM Category > Chem Dep on the same ticket. The note shows the Assign line with its code lines, and CIM Category::Chem Dep on its own line below them. After submitting:
| Field | Changes to | Also |
|---|---|---|
| Light Agent | Test User | Test User receives the assignment email, and the ticket appears in their My tickets - Light Agent view. |
| CIM Category | Chem Dep |
When Test User has finished the work, they apply Light Agent - Update > âś…Solved and submit; the ticket is Solved and credited to them.
After selecting your macros, you must submit the ticket using the button in the bottom right. The updates to the ticket occur immediately after submission.
Views for Claims
| View | Where in Views | What it lists |
|---|---|---|
| My tickets - Light Agent | Personal | Your own open tickets, most recently updated first. |
| Claims - Light agent queue | Light Agent heading | Every open Claims ticket a light agent is working, most recently updated first; columns ID, Priority, Subject, Requester, Light Agent, Requested, Updated, SLA. |
| Claims - Needs a full agent | Light Agent heading | Claims tickets a light agent has flagged for something only a full agent can do, such as sending the drafted reply. |
Where the record lives
The person working a ticket is recorded in the Light Agent field, which every department uses. Claims' reporting on light-agent work is the Light Agent Operations dashboard in Explore; see Zendesk - Light Agent Reporting and Analytics.