Kayako: Submitting Ticket as On Behalf of User
Posted by Shannon Mattila on 08 May 2020 08:36 AM
Creating and Submitting a Ticket on Behalf of Another User|
Note: This pertains to internal staff members that manage internal tickets through Kayako.
Create a ticket on behalf of another external (non-ticket managing) user. This will show that the ticket was created by a particular email address which will allow IT staff to reach our directly to the user.
1. Navigate to http://support.nenet.us then click Submit a Ticket
2. Select the department the ticket is meant for. For internal IT or Telecom, select Network Operations, then click Next
3. Enter the following information...
♦ First and Last Name: Enter the other user's first and last name
♦ Email: Enter the email address of the user
♦ Priority: [Optional] The dropdown menu defaults to "Low"
♦ Subject: Enter a brief description
♦ Body: Enter a detailed description of the issue or task.
♦Attach Files: [Optional] Add any relevant files, screenshots, documents, etc...
4. The ticket will be submitted under the user name and email address above. This will be an unassigned ticket in Kayako. If you intend to assign it to a specific user to manage the new ticket, log into the staff site at http://support.nenet.us/staff, open the new ticket, and select Owner from the drop down, then click Update.