Raise a request on behalf of a customer

While your customers can raise a request themselves through the portal and by email, sometimes you might need to raise a request for them. For example, if a customer makes a request over the phone and you want to put the information into your service desk, you would need to raise a request for them.

Both administrators and agents can raise a request on behalf of a customer.

To raise a request for a customer:

  1. From your service desk project, go to Raise a request.

  2. Find the request form most suited to your customer’s request.

  3. In the Raise this request on behalf of field, find the customer using the dropdown or enter the customer’s email address.

  4. Fill out the request details and click Send.

Your customer is emailed a link to the new request. New customers will receive an invitation to finish creating a service desk account.

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