Allow agents to create tickets as themselves (customer role)

[Morduk95]

Infos:

• Used Zammad version: latest (6.4.1 at time of writing)
• Used Zammad installation type: package
• Operating system: Ubuntu 22.04
• Browser + version: Chrome 122.0.6261.129

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Expected behavior:

• Agents with dual roles (agent + customer) should be able to open a new ticket as a customer, without needing to log out or switch accounts.

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Actual behavior:

• There doesn’t seem to be a native way for an agent to create a ticket as themselves in the role of a customer. All new tickets opened from the agent interface are treated as internal or on behalf of other users.

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Steps to reproduce the behavior:

1. Log in as an agent who also represents a customer.
2. Try to open a new ticket for themselves (as customer).
3. There is no clear option to create a ticket under their own customer identity.