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Raise a request vs create button

Our service desk call center team creates tickets on behalf of customers when they call in. Our team is finding the "Raise a Request" option to be a little cumbersome when trying to create the ticket at the same time they are trying to resolve the issue and on the phone with the caller. They like the view of the "create" button much better, however when created that way notifications/updates are not being sent to the customer. 

Has anyone found a workaround or solution to open tickets on behalf of the customer but not have to use the same view of the customer portal via Raise a Request?

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Jack Community Leader May 16, 2019

this is an often discuss topic in the Community so you will find more info out there by searching. That said...

you need to ensure they select the correct issue type AND Request Type

Jack Community Leader May 16, 2019

and of course enter the reporter as the customer

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