My agents process requests for our clients, ie clients are users, staff are agents.
The agents might also want to report an bug with their own computer, software, printer etc to our agents that work in IT support
Do the agents need a user account as well as an agent account to log a ticket? I just tried logging a new ticket against someone who has an agent account but their name didn't appear in the lookup. I checked and there is no user with that name.
If the have a user account set up and they log in with their agent account can they see the tickets they've logged as a user?
What is the best way of handling agents who are also users?
