Agents can create a ticket on behalf of the requester (customer) when the customer reports an incident via phone call or other mediums. Agents can use the Create Ticket option present in the agent portal for creating a ticket.
To create a ticket on behalf of the customer, search and select the appropriate requester (contact) while creating a ticket.
If the requester (contact) is not available, a new contact can be created using the Add new contact option. After creating a ticket, an invitation/activation email will be sent to the newly added contact.
Note: Before creating a new contact, an agent should enable the Add new contact at the time of ticket creation checkbox.