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Creating a Ticket on Behalf of the Requester

Updated on : July 22, 2022

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.

Create Ticket Option
Create Ticket Option

To create a ticket on behalf of the customer, search and select the appropriate requester (contact) while creating a ticket.

Requester Option
Requester Option

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.

Add New Contact Option
Add New Contact Option


Note: Before creating a new contact, an agent should enable the Add new contact at the time of ticket creation checkbox.

Enabling Permission Checkbox
Enabling Permission Checkbox

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