Use this when a customer phones or emails you directly and you want the conversation in the desk.

Steps

1. Log in as an agent and open your ticket form page (the page with

   Please log in to use the support desk. Log in

   , for example Support).
2. In "Create on behalf of (optional)", type at least two letters of the customer's name or email in "Search customer by name or email…" and pick the person from the list.
3. Fill in the subject and message, and choose the department and priority.
4. Click "Submit Ticket" (or whatever the form's submit button says).

There is no "New ticket" button on the Agent Dashboard. Do not use the wp-admin "Add New Ticket" screen for this: it is only the bare WordPress editor and skips status, assignment and notifications.

What happens

• The ticket belongs to the customer, so they see it in My Tickets and get the usual email updates, starting with the confirmation.
• An internal note is added automatically saying which agent created it. It appears as a note, not in the Activity list.
• Agents are not held back by the ticket rate limit.

The customer must already have an account

You can only pick a registered WordPress user. The search looks through existing users by login, email or display name, and there is no way to type in a brand-new email. If the customer has no account:

• Create one first under Users > Add New, then search for them.
• Or let them submit a guest ticket, which creates the account for them. See "Allowing guest tickets".

If you leave the field blank, the ticket is created as yourself.

Still stuck? Open a ticket on the support page on ABC and a real person will help.