Create a ticket sended by staff

glogiweb

Hi,
is there a way to create a ticket were the first message is sended by the staff, not by the customer ?
For example, "Dear XXX, UPS could not deliver your order. Could you please confirm your address by answering this ticket?".
It is possible to create a ticket from the customer to the support but I can't find how to create a ticket from the support to the customer.

Thanks

ramrajone

glogiweb
Support Agent creates a ticket on behalf of a customer via a Web portal
/scp/tickets.php?a=open

ntozier

Agents can click "New Ticket" in the ui at: Agent panel -> Tickets.
They would then select the user (or create a new one) and populate the information of the ticket.

As a side note you will want to go to: Admin panel -> Settings -> Tickets
Click on the Autoresponder tab.
And ensure New Ticket by Agent is enabled if you want an email sent to the User.