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Creating a Ticket on Behalf of the Requester

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Using Agent Portal

Agents can create a ticket on behalf of the requester (customer) when the customer reports an incident via phone or other mediums. Agents can use the ‘Create Ticket’ option in the agent portal for creating a ticket.

Create Ticket Option.png

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

Requester Option.png

If the Requester (contact) is unavailable, 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.png

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

Enabling Permission Checkbox.png

Using Email Action

Using Email actions, you can create a public or private ticket on behalf of the requester.

Command Values
#Requester Sets the requester for the ticket. The value should have a valid email address of the contact.
#Private Creates the ticket as a private ticket.
Note: This is a short key, so it doesn’t need any value.

Public Ticket

Use the below command to create a public ticket.

Public ticket via email.png

Private Ticket

Use the below command to create a private ticket.

Private ticket via email.png

Note:

  • Command can be placed anywhere in the body of the mail.
  • Command is case insensitive.


Check out this video tutorial for more.

Related Article

To find more details about Email Actions, please read the following article.

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