Create tickets on our clients behalf

[jedaon]

We are using the SupportSuite and we are trying to create a ticked on our clients behalf, and still have it show up under the view ticket option without logging in as that user.

We are trying to take the phone calls that we get in, make them into a ticket for that customer, then answer it, then take the question and answer and put that into our knowledgebase.


The only way that i have figure out how to do this is to log into the support site with there user name and password, which is what we are trying to stay away from because some if not most change there default password we assign.

[craigbrass]

Staff CP -> Tickets -> New Ticket -> Send E-Mail

[jnet]

nice and eaasy.

[ecornet]

or you can use the phone option to make a record from phone calls that your staff answer

Staff CP -> Tickets -> New Ticket -> Phone Ticket

[jnet]

did not understand the phone ticket what is that good for?

[ecornet]

you can add a phone number to the ticket. I use them when a customer calls in and reports a problem

[jnet]

when a customer calls you and reports a problem, he does not send a ticket

so you go create a phone ticket

and send it to whom?

to customer?

what do you write in it?

[craigbrass]

For your situation, I suggest an email ticket.

[Siora]

Originally Posted by jnet

when a customer calls you and reports a problem, he does not send a ticket

so you go create a phone ticket

and send it to whom?

to customer?

what do you write in it?

Yes you send it it to the client as a form of confirmation that his ticket is being looked at (even though he called) and so that the client knows what has been documented in the ticket. Using phone ticket is also a good way to track how many calls you receive versus how many ticket you receive via SC.