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 Talk, 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.
Tickets created on behalf of an end-user can be public (the end-user for whom it was created an view the ticket), or private (the end-user cannot view the ticket, until the ticket is manually made public).
This article contains the following topics:
Creating a public ticket for an end-user
When an agent creates a ticket for an end-user, the end-user notified about the ticket's creation immediately. The end-user is added to the ticket as the requester, and can view and update the ticket as described in Updating and solving tickets.
In most cases, a public ticket cannot be made private. However, in some cases it's possible. See Changing a ticket from public to private for information.
To create a ticket on an end-user's behalf
- Hover over the +Add tab in the top toolbar, then select Ticket.
- If private ticket creation is enabled, click Public Reply so the end-user can access the ticket immediately. If private ticket creation is not enabled, the ticket is accessible by default, and no action is necessary.
- If the requester is an existing user, begin entering the user's name, email domain, or organization name in the Requester field and the relevant results appear. 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 clicking +Add user at the bottom of the search results.
- Enter the ticket data, then click Submit as New.
The requester receives the new ticket email notification.
Creating a private ticket for an end-user
Agents can open a ticket that is not visible to the end-user for whom they are creating it, and can choose when (or if) to allow the end-user to access the ticket.
Private ticket creation must be enabled before an agent can use it. You must have administrator privileges to enable this feature.
To enable private ticket creation
- Click the Admin icon () in the sidebar, then select Settings > Tickets.
- In the Comments section of the Settings tab, click the checkbox to enable Allow first comment on tickets to be private.
- Scroll to the bottom of the page and click Save tab.
Once private ticket creation is enabled, agents can create a new ticket on behalf of an end-user as described above. the Internal note option is available on the New Ticket screen, and is selected by default:
All comments default to Internal note (private) from then on, including comments added via email, voice recordings, and the like.
Changing a ticket from private to public
Private tickets can be made accessible to the requester and any CC'd end-users. Once a ticket is made public, it cannot be made private again. However, Internal notes remain hidden from end-users, as usual.
To change a ticket from private to public
- Above the comment entry box, click Public reply.
- Enter your comment, then click Submit.
Changing a ticket from public to private
If a public ticket has only one comment, you can make the ticket private by changing the Public reply to an Internal comment. This works only on tickets where there is a single, public comment.
Note that when you change a Public reply to an Internal comment, you cannot make it public again.
To change a ticket from public to private
- In the comment stream, click the conversation drop-down and select Events.
- When the events detail list opens, click Make this comment an internal note.
- A warning pops up, verifying that you want to perform this action. Click Yes, convert to an internal note.