Jira Service Desk: Raise issues on behalf of customers
Can I raise issues on behalf of customers in Jira Service Desk?
There is a feature called ‘Raise a Request’ in a service desk project's sidebar. It gives the agents access to the portal with a choice to choose for which customer they can raise the issue for.
This feature is great for tracking 'tap on the shoulder' requests, when folks ask for help in person. It's also helpful to turn chats, or phone calls, into trackable requests in Jira Service Desk.
Please note that using the Create button in JIRA will create a traditional Jira issue rather than a Jira Service Desk issue with a request type value. Read more about the differences in Create an Issue vs. Raise a Request. Please use the Raise a Request option on the project sidebar instead to create an issue as a Jira Service Desk issue.