New EmailTicket: Assign CustomerID manually

[dscfrnt]

Hi,
is there a way to assign a ticket created by agents in the agent interface (emailticket) directly to a customer?

Reason why I ask: If I assign max.mustermann@mycompany.com as recipient, Max has to be a registered customer user and assigned to the Customer MyCompany. But employees from MyCompany don't always sign up as customer users. So I can't select services that are limited to certain customers by ACL for example.

Workaround: I created a GENERIC customer user for each customer that will be part of such tickets. But is the a better way to do this?

Thanks!

[shawnbeasley]

To manually select the customer at ticket creation, you can try this. If the customer is not assigned to the customer user, then the company information will not be shown in the ticket.

Ticket::Frontend::AgentTicketCustomer::CustomerIDReadOnly
Default: Enabled
Controls if CustomerID is read-only in the agent interface.

Ticket::Frontend::AgentTicketEmail::CustomerIDReadOnly
Default: Enabled
Controls if CustomerID is read-only in the agent interface.

Ticket::Frontend::AgentTicketPhone::CustomerIDReadOnly
Default: Enabled
Controls if CustomerID is read-only in the agent interface.
Ticket::FrontTicket::Frontend::AgentTicketProcess::CustomerIDReadOnly
ProcessManagement.xml

Frontend::Agent::View::TicketProcess
Default: Enabled
Controls if CustomerID is read-only in the agent interface.nd::AgentTicketProcess::CustomerIDReadOnly

Additionally, you can create a new customer during ticket creation with the menu item Customor above the text area. This customer user will automatically be assigned to the ticket.

2025-04-17_21-39-46.PNG

2025-04-17_21-41-49.PNG

[dscfrnt]

Thanks @shawnbeasley this helps a lot!!