Creating Customer tickets with a collaborator as the Requestor

Hi @RyanSilcox,

Greetings from Freshworks community. When a Business Analyst raises a ticket on behalf of a customer, the ticket is created for the requester, and only the requester can view the ticket from the portal.  However, I understand your need to have tickets show up under the actual customer despite being raised by a Business Analyst.

One workaround for this would be to create multiple companies with the customer's name and then map the Business Analyst with multiple companies. This way, they can see the tickets raised in the customer portal for each company.  I hope this workaround aligns with your needs. 

Regards,

Yusuf Ahmed

Ok, but the problem is that a Business Analyst in our org is a collaborator agent. Agents cannot be associated to a company. If an agent could be associated to a company, this problem would be resolved.

When logged in as a collaborator, if you click the top right icon to drop down your profile, you can switch to customer portal.

This is where a collaborator can type in the customer contact email address. If they are in the system, it will auto link to the customer. 

@RyanSilcox Thank you for your response. We can only map a contact(requester) to be mapped to a company and not the agent. A workaround would be as suggested by @acn084 the collaborator can click on their profile and go to the customer portal and can raise tickets on behalf of the customer by keying in the customer’s email address as requester.