correct. The agent should use "raise a request" link in the sidebar which gives them a 'portal' view where they can select "Raise the request on behalf of" and enter the customer. There are certain things that are important to have in place to ensure the customer gets notified, for example the Request Type that is not set when using "+". there are other threads on this in the community that provide more details if interested. You might look at Related content to the right.
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