Agent or customer user?

[adamjwchen]

I would like to use OTRS as internal IT helpdesk within the company.
I got confused about the agent and customer user. Should I consider internal none IT users who will raise tickets as customer users? Or they are also agents?

IT support technicans should be agent, right?

Please help me to clarify the roles.

Thanks.

[fbobraga]

Should I consider internal none IT users who will raise tickets as customer users?

Non helpdesk members shoud be customer users (only helpdesk members are agents)

For more info, look at: http://doc.otrs.org/2.4/en/html/x1045.html and http://doc.otrs.org/2.4/en/html/x1157.html (and http://doc.otrs.org/2.4/en/html/c1782.html for using external backends)

[asima]

Those that need to action the reported issues/queries will need to be the agent. /