Hello, I have a question:Can an agent create or start a ticket where he begin first and continue the customer?Becouse I see there all tickets start the customer but not agentI mean, I want send the first message to the customer can answer me.Thank you and sorry for my english
Users can open a ticket (and create the body of the ticket).Agents can open a ticket on behalf of a User (and create the body of the ticket).An Agent cannot open a ticket for someone else and have it look as if it is coming from them. It is on behalf of the user.
Thanks for the support, I can do it...Create a new theme, then go to forms, and disable "issue summary and issue details" and voila!That looks like the ticket was started by an agent
I'm not sure that disabling issue summary and issue details is a good idea. I don't know what that will do when a User opens a ticket... or emails the system to open a ticket.
Than you for the answer,I understand your point.You are right, I will make more test