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
Hover over the +add tab in the top toolbar, then select Ticket.
Zendesk Classic: Select New from the top menu bar.
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.
Enter the ticket data, then click Submit as New.
The requester receives the new ticket email notification.