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A person who is creating a ticket in a helpdesk through any channel is called a requester. A requester is automatically added to the customer list in the helpdesk.
Every ticket, usually, has information about the requester right next to it. This gives more context to the agents dealing with those tickets. They can know if the requester has raised tickets before about the same issues, how happy they were with the previous interaction, their social influence and so on.
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