Customer Service

Place an own new ticket via agent interface

In case an agent wants to place an own request (to another team also using OTRS) - the agent either needs to send an email or to log on as customer. I suggest to allow agents to create a ticket (as customer) directly within the agent interface. Within the "Ticket" drop down menu there could be "New own ticket" item next to "New Phone ticket" and "New email ticket". By clicking this item similar window than inside "New Ticket" could be launched.


Idea No. 1314