Creating a Ticket on Behalf of the Requester
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.
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 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.
Note: Before creating a new contact, an agent should enable the ‘Add new contact at the time of ticket creation’ checkbox.
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.
Private Ticket
Use the below command to create a private ticket.
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.
