Features and Functionalities for the Collaboration Deployed Associated Service:

Last Modified: December 2 2019

As of Subscriber’s execution of the Order Form that references Subscriber’s purchase of this Deployed Associated Service (“Add-On”), the features and functionality detailed below will be provided to Subscriber. Zendesk reserves the right, at its sole discretion, to update these Add-On features and functionality detailed below, but agrees that these Add-On features and functionality will not be materially decreased during the Subscription Term.

1. Agentes Light

   Light Agents are Agents that are enabled with the functionality summarized below:

   • view tickets assigned to groups that include the Light Agent;
   • make private comments in a ticket;
   • be the ticket requester and be CC’d on tickets;
   • edit ticket properties at the time of ticket creation when the Light Agent is the ticket requester;
   • create tickets on behalf of End-Users;
   • view user profiles;
   • view and add topics to unrestricted forums; and
   • view or have access to reporting (not including Insights).

   Light Agents are not enabled with any other Agent functionality, including, without limitation, the following functionality:

   • make public comments;
   • be assigned to tickets;
   • edit ticket properties for tickets that Light Agents are requesters on, once the ticket is created;
   • edit user profiles;
   • assume the identity of an Agent or End-User;
   • change passwords of Agents or End-Users;
   • browse or search for Agents or End-Users;
   • view or add topics to restricted forums;
   • execute the actions a Light Agent is permitted to perform within any applied macro;
   • create, view, or edit macros, automations, or triggers;
   • be used as conditions in business rules; and
   • respond to Zendesk Chat requests or be enabled to use Zendesk Talk.

2. Conversaciones secundarias

   Features:

   • Agents will be able to create new side conversations with Agents, Light Agents, and non-Agent email addresses;
   • Side conversation recipients will be able to see who else is included in side conversations as “to:” and “cc:” recipients in the emails; and
   • Side conversation recipients will be able to add and remove participants in email side conversations in the messages they send.

   Restrictions:

   • Side conversations will not allow any non-Agent recipients to log into Support or access any Support features;
   • Side conversations will not allow any non-Agents to interact with or send information to End-Users in the main ticket conversation; and
   • Side conversations recipients will not automatically receive ticket information, and will only receive the information that the Agent chooses to include in messages.