Enter text on behalf of customer

This may have been said before:
"Perhaps it has been asked before but I couldn’t find it :slight_smile: "

Is it possible to enter a response on behalf of the customer?
They sometimes send another email to me personally or call with some more info.
I can of course enter that information into the ticket as a ‘phone call’, but it then appears as if it was ‘said’ by the agent instead of the client. Especially when they send an email to my personal address, it would be great if I could copy and paste in into the ticket with the name of the client instead of the agent on it.

Does anyone know if this is possible?

Hi Rowdy,

if the agent has access to the users-list, you can select “View from user’s perspective”. You can enter a comment as if you were the customer.


Thanks, that’ll work fine!

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