Creating a new ticket from Agent portal

A new ticket can be created in Freshdesk by three different ways.

Quick steps to raise a ticket from the agent portal:

Agent role and ticket scope:

By assigning the customer as the requester, the agents creating the ticket will only be able to view or access this ticket if it is included in their ticket scope. If the ticket is assigned to a group that doesn't fall under the agent's scope, the agent will no longer have access to that ticket. 

By assigning oneself as the requester, the agent will only be able to view or access the ticket from the Agent portal if the ticket group is included in his scope. Else, the agent should visit the Customer portal to access the ticket requested by him.

For example, If an agent from the Support team whose ticket scope includes only the Support group, raises a ticket to the HR/ Finance team by addressing oneself as the requester, the agent will have constraints to view or access the ticket from the agent portal. The agent will only be allowed to access the ticket from the Customer portal as a customer and any interaction made by him on this ticket will be accounted as Customer/ Requester interaction and not as agent interaction.

If an agent from the Support team whose ticket scope includes both the Support group and HR group, raises a ticket to the HR team by addressing oneself as the requester, the agent will NOT have any constraints to view or access the ticket from the agent portal directly. The agent will also be able to access the ticket from the customer portal. Any interaction made by him will still be accounted as Customer/ Requester interaction.

To know more about agent roles and ticket scopes, click here.