Support Reps unable to create their own tickets?
If a person is a Support Rep, how do they create a ticket for themselves? They do not show up as a contact. In your product Service Desk, you allow escalating the contact to a technician, which allows them to create tickets for themselves. What is your methodology to solve for this?
The only thing I can think of is to make them as a contact, however, if the email is the same, the system has a problem with it. Also, if I use a fake email, the conversations dont work. I guess I can make an email alias that delivers to their account, and use the alias for the alternate contact.