How to create a submitter
I am wondering if it is possible to create a submitter within KACE Support Desk? For example, someone calls requesting service. Then a technician creates a ticket for the caller. If they aren't currently in the system, they cannot be added as the submitter, only people who have previously created a ticket via emailing the helpdesk appear.
If it is not possible to create a submitter, what would be a viable workaround?
If you have only internal customers, import the users from your AD/LDAP domain and they are there.
If you have mostly external users without a domain account, let them send an email into the service desk.
Since you had a few questions regarding the service desk: You should talk to your presales rep what your SD can do, what it cannot do, how many things work and how you can create Custom Ticket Rules (the best thing on the SD, since it allows you to do EVERYTHING you want from the DB view)
Also you should check out the KACE Go App which is the mobile GUI for the service desk (and some other features of the appliance)
Under support.quest.com you can find also many trainings and videos for more info (sorry, no link right now since I am on tour and working from the mobile phone is a bit limited right now, but you should find everything on the page)
If you need consulting (setting up the service desk to fulfil all of your needs) KACE Professional Support can support you easily.
If the service desk Queue is open to all users, and the user emails the helpdesk email account, KACE will create the user account in the user area and you can then continue to log calls for the user.
If you would like to customise the queue so that you enter the user into custom helpdesk fields and the user account is then created, then get in contact with me via ITNinja and I can get you some help.