We know some teams need to be able to create a new ticket while on the phone with a client. Hence, we added a way to create a ticket with an admin (or agent) account and assign it to the client. The client will then be able to see the ticket in his dashboard just as if he created it himself.
TIP: If you have the POWERPACK add-on installed you can use the ADD USER link in the Ticket Details metabox to add a user without leaving the ticket page.
See Also