Tickets Ticket creation -> Way to create ticket on behalf of a user

[russmichaels]

Currently when you manually create a ticket in the CP you can only create it as though it is an incoming ticket form the customer, but it has the staff members name on it?
This is just confusing to everyone I think.

When creating an incoming ticket, it should use the customers name as the whole point is that you are creating the ticket for them and presumably pasting in some details they sent you directly.

There should also be the ability to create an outgoing ticket, which is from the staff to the customer.
So you can create a ticket asking them to do something.

[craigbrass]

Or at lease some option should exist to say from staff or from customer...

[Matthew]

Originally Posted by russmichaels

When creating an incoming ticket, it should use the customers name as the whole point is that you are creating the ticket for them and presumably pasting in some details they sent you directly.

There should also be the ability to create an outgoing ticket, which is from the staff to the customer. So you can create a ticket asking them to do something.

I completely agree. We run an IT help desk and get lots of walk-ins and phone calls. We need to be able to issue a ticket on behalf of the customer, which uses the customer's name. Ditto for staff being able to issue a ticket to a customer to request their action on something.

[Maria Panova]

I agree, especially with craigbrass. It would be enough if we could see that the tickets comes from a staff member. Now it is a complete confusion: the created ticket gets a staff member name and a customer email address.

[Jamie Edwards]

Will implement in Version 4.