User Email Fiend in Support Ticket to create customer

My company gets a lot of our service requests from phone calls as well as email. Is there a way to create a user when making a ticket in service desk to set a requester field so that if we get a phone call I can just type the users email to add them to the notifications list?

If I'm not clear the flow would be similar as such

User calls with issue

Ticket is made and users email is added to ticket as requester / a watcher

When help desk agents update ticket the caller get an email. 

1 answer

1 accepted

1 votes

Hi @Hunter Griffin,

Yep it's possible, your agents can raise requests on behalf of customers, and add them to the Service Desk as a customer at the same time. Check out the docs for more information on it.

Thanks,

Warren

Perfect. I don't know how I missed that, Thanks.

No worries, you're very welcome!

Warren

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