"Check your tickets status" for Agents - agents also can be a customers!
started a topic
over 7 years ago
Please add "company" field and "Check your tickets status" tab in Agents interface - it will be very useful when agent also act as a customer. For example in interna helpdesk this is a usual situation when one person can be an agent and a customer at the same time.
That would be a great Idea, for multi departments!
We are a Hosting provider and on a regular basis we send email to (for example) our Infrastructure department. It would be great to have them send via an ticket so that we can track the issues.
about 2 years ago
We had earlier launched the ability for agents to raise tickets as a customer in the helpdesk. This means, the agent will be treated as a requester in the ticket and so the actions that can be performed on such tickets will be limited. The agents can flip over to the customer portal to keep track of the tickets submitted by them - truly as a requester ;)
You can get more insights in this self-help article.