Hi, when creating a new ticket as an Agent from Chrome on a desktop, Freshservice is saying that the Requester created the ticket and that it was from their phone. It should show that it was created by me, the agent, from the Freshservice interface. See attached screenshot.
It is designed to be that way, Michael. We found out that most times an agent creates a ticket, it is because a user calls up the agent with an issue. The icon is not the user who filed the ticket, but the source of the ticket.
Hope this clarifies.