We use Freshdesk as both our internal and external ticketing system. When an agent creates a ticket via the agent portal, the Freshdesk experience assumes this will be an external contact - this is not always the case. Therefore we see fairly frequently people creating tickets and setting the contact to the Agent they believe the ticket should be assigned assigned to.
The fact that this happens is understandable and points to the UX being clunky. It would be good to have this default to the email address of the Agent creating the ticket first.
