Is forwarding an email to respective Virtual Help Centre service desk same as creating ticket on behalf of the reporter?

No, it is not same as creating ticket on behalf of the reporter.

Why? Let’s look at a case scenario below to better understand.

For example; You are an agent for Academic Administration service desk and you receive an email enquiry to your work email inbox from a student. When you forward this email to admin@apu.edu.my, it will create a ticket on Virtual Help Centre - Academic Administration. The reporter of this ticket enquiry will be you because the email forwarder (sender) to admin@apu.edu.my is from your email address that created ticket instead of student email.

Even though you can change the reporter after ticket creation on Agent Portal from your email to student email, the student will not know that you have created a ticket on behalf of the student on Virtual Help Centre - Academic Administration, only if you reply to the ticket. The first time a ticket is created on Virtual Help Centre, it will send email notification to reporter that a ticket have been created but, in this case it will send this notification to you because originally this ticket was created with your email address (email forwarder). See the screenshot of ticket history below.

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As you can see that ticket was originally created by ismail@staffemail.apu.edu.my and the user received email notification that a ticket have been created. Later, this ticket reporter is changed from ismail@staffemail.apu.edu.my to Mohammad Reza Ganji and as mentioned above the new reporter will not receive notification because Mohammad Reza Ganji is not original reporter of this ticket.

Therefore, we recommend to use Jira Cloud Oulook add-in to create ticket on behalf of the reporter (email sender) to avoid any conflict about reporter. Follow this guide to know; how to make an email enquiry to a ticket in Virtual Help Centre from Outlook using Jira Cloud add-in.