Submitting a service request on behalf of someone else

Managers request for their team and agents request for customers. Getting the requester right matters more than it looks.

Managers request for their team and agents request for customers. Getting the requester right matters more than it looks.

Submit for somebody else

1. Open the service and start a request.
2. Set the person it is for as the requester.
3. Complete the form with their details, not yours.
4. Submit. They become the requester; you stay on the ticket as the person who raised it.

Why the requester field decides everything

Notifications, the portal view, and the customer's own history all follow the requester. Submit it under your own name and the person it is for cannot see it, is not told when it progresses, and asks you instead.

The new starter case

Requests for somebody who does not have an account yet. Say who it is for in the form's own fields rather than leaving it in a description, so the fulfilling team has a name to work with when the account appears.

Approvals still apply

Requesting on behalf of somebody is not approving on their behalf. Where a service needs sign-off, it needs the same sign-off, and a manager submitting their own team's request is not automatically that.

Keep yourself informed

Add yourself as a follower if you need to know how it goes. That is different from being the requester, and it is the combination that works: they own it, you can see it.

See also

• The customer portal: where customers track their requests
• Converting an existing ticket into a service request
• Building an employee service catalog