How to Create Tickets on Behalf of a Requester in BoldDesk
Agents often need to create tickets for customers when requests come through channels like phone calls, in-person conversations, or other non-integrated sources. This article explains how to create tickets on behalf of a requester using the agent portal and email actions. You’ll also learn how to enable notifications to inform requesters when tickets are created on their behalf, generate ticket titles using AI for faster ticket creation, and manage public or private tickets effectively.
Check out this video tutorial for more.
1. 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:
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Log in to the agent portal.
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Click Create and select Ticket from the dropdown menu.
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Fill in the required ticket details.
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In 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. You can enable the Ticket Created on Behalf of Requester 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 a reply is 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.
- 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 using AI.
2. 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 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 someone@customer.com
Hi Team,
Can you please check this customer requirement?
Thanks,
BoldDesk Team
Private Ticket
Use the following command to create a private ticket:
#requester someone@customer.com
#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.
Frequently Asked Questions (FAQs)
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 someone@customer.com 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 using AI.
