Creating a Ticket on Behalf of the Requester
Using Agent Portal
Agents have the ability to create tickets on behalf of a customer or end user. This functionality is especially useful when a request is received through a phone call, in-person interaction, or any channel not directly integrated with the ticketing system.
When an agent creates a ticket on behalf of the requester, it initiates a formal support process and enables a structured conversation to begin between the agent and the customer via the ticket thread.
Follow these steps to create a ticket on behalf of a requester:
- Log in to the agent portal.
- Click the Create and select Ticket from the dropdown menu.
- Fill in the required ticket details.
- On the Requester field, search for and select the requester of the ticket.
If the Requester (contact) is unavailable, create a new contact using the ‘Add new contact’ option. After creating a ticket, an invitation/activation email will be sent to the newly added contact.
To add a new contact while creating a ticket, an agent must have the ‘Add new contact at the time of ticket creation’ permission in the roles and permissions module.
Once a ticket is created, a conversation is initiated between the customer and the support agent in the ticket and the ticket will be a
Activate this notification to inform requesters when tickets are created on their behalf.
When the Ticket Created On behalf of Requester notification is enabled, customers will be able to receive notifications via email and also access the ticket from the customer portal under the brand selected during the time of creation.
By default, when a ticket is created or reply added on behalf of the requester, the “on behalf of requester” text will be updated in the ticket description in both the email and portals.
This text can be removed by marking the Exclude “on behalf of the requester” in description option in the ticket creation form.
This option will only become available once a ticket requester has been selected.
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.
