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.
For details, read the following article or watch this short video.
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,
email domain, or
organization name in the Requester field and the relevant results
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.