Forums/Documentation/Agent Guide

Creating a ticket on behalf of the requester

Anton de Young
posted this on April 06, 2012 13:59

There may be times when you need to open a ticket on someone else's behalf. For example, you may be providing support to someone using a telephone (and not Zendesk Voice, which creates a ticket for you when you take the call) and you want to capture the support request in a ticket. You can create a new ticket and then set the person you're providing support to as the ticket requester.

To create a ticket on the requester's behalf

  1. Hover over the +add tab in the top toolbar, then select Ticket.
    Zendesk Classic: Select New from the top menu bar.
  2. If the requester is an existing user, begin entering the user's name in the Requester field and the relevant results are displayed. Select a user.
    Note: Alternatively, you can open the user's profile, then click User options in the bottom toolbar and select New ticket. The user's name automatically appears in the Requester field.

    If the requester does not yet have an account, add them by hovering over the +add tab in the top toolbar, then selecting User. After you add the new user, return to the ticket and enter their name in the Requester field.

  3. Enter the ticket data, then click Submit as New.

    The requester receives the new ticket email notification.

 

Comments

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Cactus Craig ™

When I do something on behalf of someone else, I would expect the comment detail to reflect that users name, and not my name.

{{ticket.comments_formatted}} should show the "on behalf of" - yet it does not.

What am I doing wrong?

 

August 21, 2012 12:06
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Irina

In previous version i could create a ticket and  add a user info with name, email and phone - all on the same ticket page.

In Lotus if I want to create a ticket for a new user with name, email and phone I need to create user first , then add phone in contacts and only then i can create a new ticket?

Is there an easier way to do it in Lotus?

September 19, 2012 02:09
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Justin Seymour
Zendesk

Hey Irina: 

Thanks for your feedback! This is not something that made it in to the new interface. We might explore this a bit in the future. For the time being, you'll have to create the user first with that information, or create the ticket with the end-user address, and go back and edit the end-user after ticket submission. 

September 26, 2012 10:10
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Li Choong

A few of our customers have been creating ticket for their own customers (end users). Is there a way for us to tag the tickets to the end users, so that we can monitor the end users instead of the requester, e.g. how many tickets for each individual end users.

In addition to that, all our replies to the ticket will however go back to our customer, and not the end users.

October 07, 2012 19:55
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Justin Seymour
Zendesk

Hey Li: 

As far as your help desk is concerned, the requester field is the end-user. If this truly isn't the case, as you mentioned, you'll just have to manually take those tickets based on who the ticket was actually created for. Your reply will go back to the end-user account, or the requester of that specific ticket. A better way to handle this would be to advise your customers to simply add another person to the ticket as a CC. 

October 08, 2012 06:39
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Brian Adkins
precisionlender

This part does not appear to work for me:

"If the requester does not yet have an account, add them by hovering over the +add tab in the top toolbar, then selecting User. After you add the new user, return to the ticket and enter their name in the Requester field"

While creating a ticket, if I pause and add a user and then return to the open ticket, that new user is not "findable" in the requester field.  There seems to be a significant delay between when a user is added to the system and when that user will show up in search results... even on the main people search tool.

December 10, 2012 08:22
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Jennifer Rowe
Zendesk

Hi Brian, try entering the new user's email address (not their name) in the Requester field. That should add the new user to the system when you submit the new ticket.

December 10, 2012 09:58
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Davoau

When i create a new ticket on behalf of a user, the user doesn't get an email to say they have a ticket (even if I chose the pending state).  

Can you please explain why this might occur?

December 29, 2012 16:49
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Justin Seymour
Zendesk

Hey David: 

It looks like you've deactivated all of your triggers! You'll need to enable some key triggers so both your end-users and agents are notified of ticket events. Head over to Manage > Triggers and mail notifications to get started. You'll want to enable: 

  • Notify requester of received request
  • Notify requester of comment update
  • Notify requester of solved request
  • Notify assignee of comment update
  • Notify assignee of assignment
  • Notify assignee of reopened ticket
  • Notify group of assignment
  • Notify all agents of received request
Your end-user didn't receive an email in this case because the Notify requester of received request trigger was disabled. 
December 31, 2012 05:24
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Edwin Schukking
lightspeedresearch

When an end-user submits a ticket, the sharing agreement between the spoke and the hub takes care of that the reply will be send to the email address of the end-user.

When an agent creates a new ticket on the hub, how should we go about that the message will be send to the email address of the end-user and the correct email address as the sender?

We could not send it from the hub, as this prob would send an email from an address unknown to our end-users and creating a new ticket on the spoke would defy the whole spoke-hub structure (not to mention the dynamic content only exists on the hub).

How should we go about this?

Thanks.

February 01, 2013 23:57
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Justin Seymour
Zendesk

Hey Edwin: 

Due to how ticket information is passed from the spoke to the hub, there's really no way to change the requester in one and have it reflect in the other. The actual user account doesn't exist on the hub. Not having the ability to successfully change the requester and have it pass through appropriately to the spoke is very limiting. We'll be addressing this in future updates to the Enterprise plan, as it is an issue we need to provide a solution for. 

February 04, 2013 05:08
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Edwin Schukking
lightspeedresearch

Thanks, Justin.

February 04, 2013 07:29
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Michele Enciso Bendall

I want to create tickets on Zendesk from incoming emails to one of our company's email addresses. How do I do this without having to manually enter in the ticket myself? I have tried to set up automatic email, but it won't let me use the main email address that is associated with my account.

March 12, 2013 15:01
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Brandon K.
Zendesk

@Michele: Are you attempting to set up email forwarding or is this some other process? This article will show you how to automatically forward emails into your Zendesk account where they will be automatically be converted to tickets: https://support.zendesk.com/entries/20518663-forwarding-email-from-...

Let me know if I misunderstood you though!

March 12, 2013 16:46
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Suzana Bueno
movile

When I manually add a ticket on behalf of someone, it says inside ZenDesk that it was posted on behalf of that person, but inside emails it shows that it was posted by my agent and there's no info about the Requester. It looks really weird to have the end-user's request shown as if it was written by us. How can I fix this?

Also, when I add this ticket manually the user receives a welcome email, and I didn't find that one on my triggers. How can I disable this?

Thanks!

April 02, 2013 14:28
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Craig Reilly

They are probably recieiving a verification message - to ensure they are who they say they are. once they click the link, they should not  receive this email message again,

To combat the ticket creation, I assume the users identity and create the ticket. You can change the user identity here: https://yoursupportsite.zendesk.com/users 

Be sure to change the subdomain accordingly.

April 02, 2013 14:47
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Suzana Bueno
movile

Hi Craig,

I want them to receive no verification message at all - it's an email-only support for end users who aren't tech savvy. They will be afraid to click a link from a company they probably don't remember they asked help from.

Also, is there a way of doing that in bulk? I still don't have the API implemented, and I need to add a LOT of tickets from many different - and more often than not, new - users. Having to user a different identity everytime I need to add a new ticket will be worse than using my old Gmail support setup.

April 02, 2013 15:02
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Suzana Bueno
movile

By the way, I just found the option to disable the welcome email, so nevermind that part.

April 02, 2013 15:05
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Justin

I am having the same problem. I am creating tickets on behalf of our clients who do not need to get email notifications when I create a ticket on their behalf. 

How do I disable email forwarding temporally until I can purge support away from my gmail account? I have been creating users like _@clientsitename.org so that I can create tags under their org but not send them my test annoying emails of adding some of the support im currently doing both in zendesk and in my gmail.

April 10, 2013 08:39
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Andrew Burgess

I'm just trialing Zendesk at the moment and in some cases it seems like a real pain. For example, when I receive a call from a client I need to be able to create a new user (without an email address) and then raise a ticket against that user. This doesn't seem possible at the moment as it take several minutes for new users to be visible.

Is this going to be addressed or am I going to have to look elsewhere for a solution? 

April 15, 2013 07:59
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Brandon K.
Zendesk

@Suzana: When your agents create a ticket for an end user, it will say that it was posed on behalf of the end user, but their picture and profile will still be listed by the comment. Unfortunately, there is currently no way to make it look like the end user posted the comment in the email that is sent out other than the suggested assume user method. As for your second question, there is no way to bulk create tickets on behalf of users in system other than through the API. Zendesk was designed to take incoming requests and therefore has trouble sending out mass messages that were not first received by your end users. Do think you could share your use case for creating all of these tickets? I might be able to give you better advice if I had the workflow you are using.

@Justin: The trigger 'Notify requester of received request' is the trigger responsible for sending your users their initial email. You can prevent this trigger from sending out a message when your agent creates a ticket on behalf of a user by adding the condition 'Current user Is not (agent)'. I would warn against this, however, because your end users will have no idea they have an open ticket without this, but if you just want this in effect while you create tests it might be the best method. As for disabling email forwarding, you will need to do that in gmail itself, you can find more instructions on how to turn on email forwarding (and most likely turning it off will be in the same place) here: https://support.google.com/mail/answer/10957

@Andrew: You can create a user without having an email address. All you have to do is hover over the new tab and select user, then enter their name and leave the email field blank. Next, click add contact and choose phone, then enter their phone number. If you then create a ticket by clicking user options in the bottom left corner of the screen you can choose 'New ticket' to create a ticket with this user as the requester if you are worried that the profile will not be visible in the system yet.

April 15, 2013 16:20
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Lynda Thompson
gtsoftware2

I want to know if this slight twist is possible -- our company sells software; and we have resellers "out there."  The resellers, at times, need to open a ticket on behalf of their customers to whom they sold our software.  Can this be done -- or, as with our current ticket system(s), it is a pipe-dream and not a common request / high demand item among users.

April 30, 2013 04:55
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Brandon K.
Zendesk

Hello Lynda,

There are a few ways you might be able to go about this. If you were fine creating an organization for each of your resellers, you could create the organization as a closed organization (so each member would not be able to see each other's tickets) but give the reseller permission to view the tickets submitted by other members of the organization. If all users had the same email domain, you could map it to the organization so the users would be automatically added, if not, your agents would have to manually add the users to the organization.

If that doesn't work, you could just have the reseller email you and list the person they need to request a ticket for as a CC. The CC will automatically be added to the ticket and they will be able to communicate with your agent through email. Alternately, your agent can change the requester on a ticket at any time, so the reseller could submit the ticket and just indicate who they want your agent to set the requester to later.

April 30, 2013 14:44
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Brian Adkins
precisionlender

Lynda,

How about just having your reseller visit your Zendesk "submit a request"  form and submitting it as if they were the end-user?  If desired, they could add an explanitory note at the bottom of the description with their own information (e.g. "submitted by John Doe at Reseller Solutions on behalf of user")

April 30, 2013 14:49
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Carissa Fish
addgene

Hi Zendesk,

Is it possible to create new tickets that are "From" anything other than your default reply address? For example, my default address is "help@mycompany.com" but could I create a ticket and make it from "billing@mycompany.com" so that the user's response back would be to Billing and get filtered correctly? 

Thanks,

Carissa

July 08, 2013 09:13
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Laura D.
Zendesk

Hi Carissa, 

Sorry for the delay, there's no way to select which address a ticket is being sent from if you are proactively making a ticket. The only way you can have a different address in the 'From' field is to have email pass through on and have a ticket received at an address different from your default reply. I certainly can see the use case for that though and I'll pass the feedback along, you might consider posting a feature request to get some additional attention from other community members too. 

August 23, 2013 15:54
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Carissa Fish
addgene

Thanks Laura, I ended up submitting a ticket separately and was also told to add a feature request. That request is here if others are interested in a +1: https://support.zendesk.com/entries/24781012.

- Carissa

August 26, 2013 08:57
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Kurt Wilson
rfmsinc

Anton: Thanks for the tip.  I prefer this option: 

Note: Alternatively, you can open the user's profile, then click User options in the bottom toolbar and select New ticket. The user's name automatically appears in the Requester field.

Although I have this option as an administrator, my agents are not able to see this option on their bottom toolbar.  Is this a feature that must be switched on for agents?  Thanks.  

November 01, 2013 06:18
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Laura D.
Zendesk

Hi Kurt, 

Regular agents can do this; in fact I can't think of a way to restrict it. We did have a CSS glitch this week that was sometimes preventing the "user options" link from displaying (if you clicked in that spot it stilled worked though). As far as I know that was fixed sometime yesterday, perhaps that was the problem? If they're still not seeing it let me know and I can start a ticket for you. Alternatively, with the Plus plan you can give us a call (888-670-4887) and we'll look at it with you. 

November 01, 2013 13:56
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Maria Nørgaard
venuepoint

Hi all

Is there a way to send a message (create a ticket) to a number of end-users at once? Both existing an non-existing ones, but they should not be able to follow each others' correspondances with our customer service, of course?

Also, I would like to be able to only send out the welcome and verification e-mails to some end-users - this could be set up by channel (receiving e-mail account), brand or group for that matter, but it is not yet possible. I have already suggested the idea in the Product Feedback forum:https://support.zendesk.com/entries/38591663-Only-send-welcome-emai....

January 23, 2014 08:17
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Maria Nørgaard
venuepoint

I suppose neither HTML nor Markdown is supported here... ;-)

January 23, 2014 08:19
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Laura D.
Zendesk

Hi Maria, 

Limited HTML is available to end-users, sorry. 

We don't really have a way to do this built in. The usual option for including multiple people in the same conversation would be to make one person the requester on a ticket and CC the other end-users, but in that situation everyone will be able to add to the ticket and be able to see all public comments. 

If you want to keep all of these tickets grouped together but separate you could create tickets for each person and create a problem ticket and then link all the individual tickets to the problem ticket as incidents. Unless you solve the problem ticket (which will update all the incident tickets) you can update each incident ticket on its own and no one will be able to see anyone else's ticket. I can't think of a way to get exactly what you're asking for, tickets are set up as their own little bubbles from the perspective of end-users, all end-users on one ticket have the same privileges in regards to what they can see. 

Thanks for adding your comments to the Feedback forum, hopefully other people will add to it I know I've heard other people ask about it :)

January 27, 2014 13:22
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Anna Fischer
musicnotes1

Is there a way to do this BUT default the decription to a private comment instead of a public one?

March 27, 2014 15:17
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Emily
Zendesk

Hi Anna, 

Light Agents are the only Agents who could initiate a ticket with a private comment. All tickets initiated by regular Agents are public by default. I did find this feature request for the functionality to create a ticket with an initial private comment. Be sure to add your use case to the comments thread!

March 31, 2014 13:06