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:

  1. From your project, select Create.

  2. Select the request type most suited to your customer.

  3. Under Raise this request on behalf of, find your customer using the dropdown or enter a new email address.

    1. If you do not see the Customer, you may need to add them into OT: Orange Tracker Add a Customer
  4. Fill out the rest of the request details.

  5. Select Send.

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.