As a technician, there are 2 ways to add a call. You can click on the "Add New Call" link or you can submit a new call on behalf of the customer.
While in the help desk database, you can click the "Add New Call" link and add a call that way. Even though you may enter customer information, that customer cannot log in to see that call.
Submitting a new call on behalf of the customer
Submitting a call on behalf of a customer, allows that customer to log in and see that call as if they had entered it themselves. To do this, follow these simple steps:
1. Find the customer in the customer information database.
(If you are in the help desk, you can switch to the customer information database by clicking on the "Customers" link at the bottom left.)
2. While inside the customer information database, click on the "Add New Call" link.
This will bring you back to the help desk add new call screen and the customer information will already be filled in. Plus you will notice their User ID is now showing near the top.