How do I create a ticket on behalf of a customer?
Agents and admins can create tickets on behalf of customers:
- Click "New Ticket" or "Create Ticket"
- In the "Requester" or "On Behalf Of" field, search for the customer
- If the customer does not exist, you can enter their email to create them
- Fill in the ticket details (subject, category, priority, description)
- Optionally: assign to a group or agent, add tags
- Click Create
The customer will receive a notification about the new ticket and can reply to it normally.
This is useful when:
- A customer calls or chats and you need to log the request
- You need to proactively create a ticket for a known issue
