We are thinking about using service desk. We have customers that will call in with troubles/requests. If we create a ticket on the customer's behalf, will the customer be able to see it when they log in to the portal?
I think that should be possible - when you create a ticket on customer behalf the customer can receive an email notifying him of that, and then he can log into the portal and see his request. Please refer the below link for more details:
Yes - there is a dropdown box that says 'Create issue on behalf of' and it gives you the list of all of your portal users.
They can then see the ticket on their portal view, can comment and interact as if they'd created it themselves. It also means that you properly can track where requests came from for any audit or tracking solutions you want to put in place.
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