Users not in the ticketing system yet can be manually created and added as a Requester or Watcher. 

1. Open the ticket that you want to update from the ticketing list by clicking on the ticket number. 

Note: Ticketing list is the list of all tickets in your queues and can be accessed by Ticket Mgmt -> My Tickets or by Searching for the ticket number in the search field. 

2. Scroll down to the Requester or Watcher section

3. Clicker + Create User button

4. Enter the persons email, first name, last name and click Save

5. Now select your created person from the dropdown list