While most customers will create tickets for themselves, Agents are allowed to create tickets on behalf of customers.
To raise a request for a customer:
From your project, select Create.
Select the request type most suited to your customer.
Under Raise this request on behalf of, find your customer using the dropdown or enter a new email address.
Fill out the rest of the request details.
Your customer will be emailed a link to the ticket. New customers will also receive an invitation to finish creating an account.
Once the request is raised, it’ll appear in your queues as an issue.