Agents can’t raise a request on behalf of a customer
When a customer calls or walks up, agents have no clean way to log the request as that customer from the agent view.
The problem
Requests that come in by phone, chat or in person have to be created as the agent, then reassigned — or raised through the portal while impersonating the customer. Neither is clean, and the reporter ends up wrong.
Who runs into this
Service desks that take requests through any channel other than the portal, and walk-up IT desks.
How Patcher fixes it
Patcher adds Raise on behalf of to the agent view: pick the customer, pick the request type, and the request is logged with the right reporter, notifications and SLA from the start.
Top community comments
Finally found this thread after months of thinking it was just us. Glad it’s a known issue.
599Still happening in 2026, and it affects hundreds of issues across our instance.
565Voted. This single bug costs my team hours every single sprint.
222