Thanks for this setup
The question I see is what if the Agent Max (from IT) needs to open an internal ticket to Agent Carl (from IT) to e.g. set up the printer, not for a customer, but for Max himself? Or to give him access to a specific resource (Sharepoint access, VPN, etc…)
In this case it is an internal ticket, with no external customer, from agent to agent, which might be necessary to track agents group internal requests without having a separate Agent and Customer account for the same person.
I still did not figure this out yet 