Hi,
If I logged in as a staff member like agent, in the staff panel I click "Open new ticket" but I can only select another user. Is it really possible that I cannot open ticket in my own name?
The real life scenario is that agents can request support from the support desk (admins). But they can open only tickets in the name of end users. Is this true or is there some trick to change?
Thank you!
Open ticket by an agent in his own name
- Best Answerset by KevinTheJedi
Users are completely separate from Agents. When creating a Ticket as an Agent you are doing so on behalf of a User. There is no concept of Tickets for Agents, only Users. So search for their User profile and if they don’t have one they can simply create one.
Cheers.