Ticket handoff and submit on behalf

Submit on behalf of users and handoff the ticket creation

Tickets can be submitted on behalf of another user, by applying a different Requester then yourself when you create the ticket. In combination with the handoff feature, Agents can easily create tickets efficiently for all sorts of requests.

Creating a ticket on behalf of another user

You can create a ticket on behalf of another user, by changing the requester of the ticket before it is submitted. This is available from the Create a ticket dialogue.

When you as an Agent create a ticket from another User's message, it can automatically set the message author as the default Requester of a ticket.

You can configure this behavior using the option Message author as Requester in your Account settings.

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Ticket Handoff

The handoff feature allows you as an Agent to create the ticket without having to fill in all of the fields. Instead Suptask will automatically notify the Requester user after the ticket has been created, and allow them to enter all missing fields.

Every ticket that is waiting for additional information from the Requester using the handoff feature, will be marked with the ❓ emoji until the information has been entered.

Enabled Handoff during the ticket submission.

The Requester will be notified in the ticket thread

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Changing the requester on a ticket

Agents have the option to change the Requester from one user to another on tickets that are not submitted privately.

The Requester can be changed by editing the ticket and changing Requester by selecting another users in the selection list.