Agents open ticket as customer

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ruzzetto

Agents open ticket as customer

Post by ruzzetto »

Hi,
in my company several people has a double role: agent and customer. They act as Agent when they work on a specific ticket and act as customer when they need to do a service requests or report incident.
Is there a way to let agents to use only Agent interface to achieve this instead to login to customer portal too?
Thanks
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Re: Agents open ticket as customer

Post by reneeb »

Any agent can create tickets (NavBar -> Tickets -> New phone ticket). In that dialog they can select themselves as the customer...
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ruzzetto

Re: Agents open ticket as customer

Post by ruzzetto »

ok but i filtered out queues and as agent i can open only tickets belonging to the queue where the agent is linked....
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