How to Create Tickets on Behalf of a Requester in BoldDesk
Agents can create tickets on behalf of customers when support requests are received through phone calls, in-person conversations, or other channels that are not directly integrated with BoldDesk.
This article explains how to create tickets on behalf of requesters using the Agent Portal and Email Actions. It also covers requester notifications, AI-generated ticket titles, public and private tickets, and how to identify the agent who created the ticket.
Check out this video tutorial for more insights.
1. Using Agent Portal
Agents can create tickets on behalf of customers or end users from the Agent Portal. This is especially useful when a request is received through a phone call, an in-person interaction, or any channel that is not directly connected to the ticketing system.
When an agent creates a ticket on behalf of a requester, a formal support process begins, and a structured conversation can continue between the agent and the customer through the ticket thread.
Steps to create a ticket on behalf of a requester
- Log in to the Agent Portal.
- Click Create.
- Select Ticket from the dropdown menu.
- Fill in the required ticket details.
- In the Requester field, search for and select the requester of the ticket.
- If the requester contact is not available, you can create a new contact using the Add new contact option.
- After the ticket is created, an invitation or activation email will be sent to the newly added contact.
To add a new contact while creating a ticket, the agent must have the Add New Contact at the Time of Ticket Creation permission enabled. For more information learn more on Managing Agent Roles and Permissions in BoldDesk
Requester Notifications
Once a ticket is created, a conversation is initiated between the customer and the support agent.
You can enable the Ticket Created on Behalf of Requester notification to notify requesters when a ticket is created on their behalf.
When the Ticket Created on Behalf of Requester notification is enabled, customers receive an email notification. They can also access the ticket from the customer portal under the brand selected during ticket creation.
By default, when a ticket is created or a reply is added on behalf of the requester, the on behalf of requester text appears in the ticket description in both emails and portals.
Excluding the “On Behalf of Requester” Text
You can remove the on behalf of requester text from the ticket description by selecting the Exclude “on behalf of the requester” in description option in the ticket creation form.
This text can be removed by marking the Exclude “on behalf of the requester” in description option in the ticket creation form.
This option becomes available only after a requester has been selected.
- You can automatically create ticket titles using AI to save time and ensure consistency.
- This feature examines the ticket content (for example, the description) and proposes a clear, concise, and appropriate title.
- This option is exclusively available in the agent portal. Learn more on How to Generate Ticket Titles Automatically Using BoldDesk AI.
2. Using Email Action
Using Email Actions, agents can create public or private tickets on behalf of a Requester directly from an email.
| 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 that this is a short key, so it doesn’t need any value. |
Public Ticket
Use the following command to create a public ticket:
#requester [email protected]
Hi Team,
Can you please check this customer requirement?
Thanks,
BoldDesk Team
Private Ticket
Use the following command to create a private ticket:
#requester [email protected]
#private
Hi Team,
Can you please check this customer requirement?
Thanks,
BoldDesk Team
- Commands can be placed anywhere in the body of the mail.
- Commands are case insensitive.
Identifying Which Agent Created the Ticket
Agent Portal Behavior
When an agent creates a ticket on behalf of a requester, the ticket description includes an agent identifier in the following format:
Agent(Jade)updated on behalf of the requester
If multiple agents have the same display name, hover over the agent display name in the Agent Portal to view the agent’s email address in a tooltip.
Customer Portal Limitation
The agent email tooltip is not shown in the Customer Portal when hovering over the agent name.
Frequently Asked Questions
1. Why would an agent need to create a ticket on behalf of a requester?
Agents often create tickets on behalf of customers when requests come through channels like phone calls, in-person conversations, or other sources not integrated with BoldDesk.
2. How can I create a ticket on behalf of a requester in BoldDesk?
You can create a ticket using the Agent Portal by selecting the requester in the ticket creation form or adding a new contact if they don’t exist. Alternatively, agents can create a ticket via email by adding special commands in the email body, such as #requester [email protected] to set the requester and optionally #private to make the ticket private.
3. What permissions are required to add a new contact while creating a ticket?
Agents must have the Add new contact at the time of ticket creation permission in the Roles and Permissions module.
4. How do I notify customers when a ticket is created on their behalf?
Enable the Ticket Created On Behalf of Requester notification so customers receive an email and can access the ticket in the customer portal.
5. Can I remove the “on behalf of requester” text from ticket descriptions?
Yes. Select the Exclude “on behalf of the requester” in description option in the ticket creation form. This option appears after choosing a requester.
6. How do I generate ticket titles automatically using AI?
Enter the ticket description and click Generate Using AI next to the Subject field. BoldDesk will create a concise, relevant title based on the description. Learn more on How to Generate Ticket Titles Automatically Using BoldDesk AI.
7. If an Agent submits a ticket on behalf of the customer and the customer later forwards the same email to the support email, will this be logged as a new forwarded ticket?
No. Emails forwarded concerning an existing ticket will be recorded as updates within the original ticket.
