Creating a ticket on behalf of the requester Follow

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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

  1. Hover over the +Add tab in the top toolbar, then select Ticket.

  2. 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.

  3. 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.

  4. 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.

Note: Some triggers and automations send email when tickets are created. While private comments are never sent out in email notifications, some of these rules may still cause an email to be sent as part of a private ticket. You may want to take some time to prepare your business rules before starting to use this feature. See Adjusting your business rules to handle private tickets for more information.

To enable private ticket creation

  1. Click the Admin icon () in the sidebar, then select Settings > Tickets.
  2. In the Comments section of the Settings tab, click the checkbox to enable Allow first comment on tickets to be private.
  3. 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

  1. Above the comment entry box, click Public reply.
  2. 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

  1. In the comment stream, click the conversation drop-down and select Events.
  2. When the events detail list opens, click Make this comment an internal note.

  3. A warning pops up, verifying that you want to perform this action. Click Yes, convert to an internal note.
Have more questions? Submit a request

Comments

  • 0

    I've created a ticket on behalf of my client, but {{ticket.comments_formatted}} shows my name and not the requester's name.

    The thing is this: we are moving all our support emails to Zendesk through support@mycompany.... But still some clients write us to contact@mycompany.... So, in those cases, we copy the text received (the text written by the client), and we create a ticket on behalf of that client.

    But then {{ticket.comments_formatted}} shows my name as the author of the comment. Is there a way to avoid that?

  • 0

    Hi Lisandro!

    I think the easiest thing to do would be to add contact@yourcompany.com as a support address in your Zendesk so that emails received there are automatically created as tickets.

    You can then create a custom "Notify requester of received request" trigger for tickets received via that address to inform customers that they need to submit future requests to your other support address.

    Do you think that would work for you?

  • 0

    We also have been trying to improve the workflow for ticket creation.

    We want to be able to get the ticket ID so that it can be provided to the customer while on the phone. Then when we submit the ticket, the email that they receive will have the ticket id and the ticket link in the body of that email.

    We want the ability to do all of that when creating a ticket on behalf of the customer. Is this possible...? 

  • 0

    Hi Nicholson!

    If you're using Zendesk Voice, the ticket that is opened when the call is accepted will already have a ticket number assigned to it, so you can give that out at any time. 

    If you're using another voice service and manually creating a ticket when the call comes in, you will need to submit the ticket before a ticket ID will be assigned.

    In order for that information to be sent out when the ticket is submitted, you just need to make sure that the appropriate placeholders are present in your notification triggers.

    Please let me know if you have any further questions on this!

  • 0

    Sometimes, we need to reach out to our users first - we do this when addressing negative reviews from Google Play that cannot be solved in the character limit of the reply from the developer. We do this by opening a new ticket on behalf of the user.

    I just found out yesterday that when we do this, the user gets an email with the subject "Welcome to Sygic support" with the link to their new ticket. However, I suspect most of our users never notice the link, or do not understand the email at all.

    Is there a way to stop sending them these welcome emails, and send them the ticket itself, its text included?

    Thanks!

  • 0

    Hi Tereza!

    You should be able to take care of this by going into your Admin menu, scrolling down to the Settings section, and clicking on Customers. Scroll down to the Account emails section, and uncheck the box next to Also send a welcome email when a new user is created by an agent or administrator.

    When this function is disabled, welcome emails will not be sent out when a user is created by an Agent or Administrator, and should take care of your issue.

    In order to send the content of the ticket to the end-user, you'll want to make sure that your "Notify request of received request" trigger is set up to fire when the ticket is created internally. Alternatively, you can create a new trigger specifically for this purpose.

    Please let me know if you have any other questions!

  • 0

    Hi,

    Is there a way for an agent to find all of the tickets they've created on behalf of others? 

    Thanks.

  • 0

    How would I set up a trigger that only runs on agent-created tickets?

    Edited by Patrick Breitenbach
  • 0

    Hi Patrick!

    The following trigger would only fire on agent created tickets: 

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