Forums/Documentation/Agent Guide

Changing the ticket requester

Anton de Young
posted this on April 06, 2012 14:00

It's possible to change an existing ticket's requester to someone else. You may want to do this if someone sent in a support request on someone else's behalf. The user who you want to set as the requester must be a user in your Zendesk.

Note: You can't change the requester on a ticket that has been shared or closed.

To change the ticket requester

  1. Select a ticket from one of your views.
  2. Next to the ticket requester's name, below the ticket title, click Change.
    Zendesk Classic: Click Edit/Share next to the ticket requester's name, then click Change.

    The Requester field is displayed in the ticket properties panel.

  3. Begin entering a user's name and the relevant results are displayed. Select the user.
  4. Click Submit to save the ticket update.

After you've changed a requester, you can later see who the original requester was by checking the ticket's events and notifications.

 

Comments

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Art Gibson
embedly

Not having too much luck with this feature. What exactly does "Note: You can't change the requester on tickets that have been shared to your help desk." mean?

These are the options I receive: http://i.imgur.com/80RzJ.png


May 15, 2012 09:36
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Anton de Young
Zendesk

Art, 

Since Lotus is in beta, its design is still evolving. It looks like we just changed how to change the requester. Now, in Lotus, look at the top of the ticket below the ticket title and next to the requester's name you'll see Change. Click that and you'll see the Requester field and you can change the user. I'll update our docs. 

About ticket sharing. Check out this article. It explains that you can share tickets between Zendesks. So, my note is referring to that. If a ticket was shared to your Zendesk, you can't change the requester. 

May 15, 2012 09:50
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Mike Avery
pdstech

Hi,

We're still on the original version, our tickets aren't shared, and I still can't change the requester.  There is no prompt to allow me to do so.

Is there a permission or setting I need to  change, or perhaps shouldn't have changed?

It would be really great to be able to change the requester since we get so many emails directly, and really would like to be able to forward them to Zendesk and then change the owner to be the actual requester.

 

Thanks,

Mike

June 20, 2012 15:48
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Mathias Bucht
ismotec

Is there any way to change the requester autmatically in  atrigger? I can change assignee but not requester.

June 25, 2012 00:20
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Accounts

So I am having this same issue which I put in a ticket for but decided to g it.  Anyway... what is up ? why did this never get responded to?  I am still on classic too and dont see any change button underneath requester name... WHATSUP???? this entry go stale or what?

September 12, 2012 12:36
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Justin Seymour
Zendesk

Mathias: 

It's presently not possible to change the ticket requester via a trigger. 

If you're still using the classic interface, you'll need to first click edit next to the requester name in the upper left hand corner of the ticket. This will expand that element a bit more, giving you the option to change the requester address. 

September 13, 2012 11:11
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Bradlee
netdocuments

I had the same question as Mathias Bucht, it would be nice to change the requester via a trigger. We service large firms where a few different people at the firm might submit cases. Some of the large firms would like all their solved cases to be visible under a single login of theirs so they can view them all and get a historical picture of their firm's requests to our support desk. 

Is there another suggested way of accomplishing what I described?

October 04, 2012 18:57
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Justin Seymour
Zendesk

Hey Bradlee: 

There's really no way around this one -- it's not possible to change the requester via a trigger. You'll need to do it manually from the ticket, or experiment with the API: http://developer.zendesk.com/documentation/rest_api/introduction.html

October 08, 2012 06:14
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Tommy Kiser
tank

Would like to be able to change the requestor as a batch operation on multiple tickets, or to set up a macro to do this. This would be really helpful in the case where our client's primary support contact is leaving the company, and all their open tickets need to be transferred to another user.  Going through 60 tickets and changing by hand is taking longer than it feels like it should.  I should probably just invest this time in learning to use the API, but I think this stands as a valid feature request nonetheless.

 

Thanks,

-Tommy

October 23, 2012 16:48
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Justin Seymour
Zendesk

Thanks for the feedback, Tommy. This is definitely something that's more efficient with the API. Presently, we don't have any plans to implement a batch operation for updating the requester field. 

October 24, 2012 04:39
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Dominic Eldred-Earl
webexpenses

We get some tickets coming in to a central address and then need to create a new user and change the requester.

In the old console when you click edit, an add new appears under the box to enter the requester, you do not get this in the new agent console.

If you manually go and add a new user, it seems to take it a while to show up in the auto fill when you try and type in the requester.

 

Any suggestions appreciated.

November 12, 2012 09:08
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Jennifer Rowe
Zendesk

Hi Dominic,

You're right--that "add new user" option is not available in the new interface when you change the requester. Here's what you can do:

  1. Open a ticket, then click Change at the top beside the requester's name.
  2. In the ticket properties panel (on the left) enter the new user's email address in the Requester field, then click outside of the field.
  3. Click the tab that appears for that user above the properties panel.
  4. In the New User dialog box, enter a name, then click Save.
  5. Click the tab for the ticket to return to the ticket.
requester_change_to_new_user.png
November 15, 2012 14:47
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Dominic Eldred-Earl
webexpenses

Thank you for the confirmation - I did 'stumble' across that one by myself - as it ONLY works if you put an email address in there...

November 16, 2012 04:58
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Dave Todaro
ictrfid

Has Zendesk been updated since this article was written? The requester name isn't shown next to the date/time in my case; it's shown as a button to the left of the "Ticket #n" button. I can't figure out how to change the requester.

Anyone have some good advice?

April 18, 2013 10:30
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Jennifer Rowe
Zendesk

Look above the comments area. Just above where you'd enter a new comment there is a section that looks like the screenshot in Step 2 of the article above. The requester name and the "change" link are there.

April 18, 2013 13:22
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Dave Todaro
ictrfid

Thanks for the comment! Unfortunately there's nothing there on my screen. (See attached image.)

April 18, 2013 13:43
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Jennifer Rowe
Zendesk

Well, you're right. Hmmm. Can you submit a ticket to support@zendesk.com so we can take a closer look?

Please include your account subdomain name and the ticket number of the ticket in your screenshot. Thanks!

April 18, 2013 14:01
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Catherine Burton
easyfundraising2

We are trialling the new zendesk ready to switch over from classic in the next few weeks, we regularly have to change the requester on tickets that we receive and I can see how to do this but I can't work out how to add a name to the user profile. I've tried following steps 3 and 4 above but don't seem to get the 'New User' dialog box, can you change the name for an existing user and if so, how?

 

Thanks

July 29, 2013 06:37
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Ingmar Zahorsky
Zendesk

You can get to the new user dialogue box by click on "add > new user" on the top left of the agent interface. 

Screen_Shot_2013-08-28_at_12.58.57_PM.png

 

You will be able to change an existing user name by going to the profile and clicking on the name box. 

Screen_Shot_2013-08-28_at_1.00.13_PM.png

 

August 28, 2013 04:06
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Alexander V.

Is it possible to search for requester by phone, tweeter or facebook accounts?

August 28, 2013 06:09
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Laura D.
Zendesk

Hi Alexander, 

At the moment this is not possible to search by these types of data. We are working on expanding how you can search for users, though, isn't a specific timeframe for when this will be available. 

August 28, 2013 11:41
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John Schuett
sproutatwork

Quick question - when I change the request on a ticket, does the new requester automatically get an email update with the most recent comments?  If not, is there any way I can trigger that email to go out?

Thanks!

September 20, 2013 10:30
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Trisha Patel
Zendesk

Hi John,

If you do not want the email to go to particular email addresses or users, you can add a Tag to the ticket and add a condition within the trigger that will NOT alert that user of an update or send a notification.

You can name the tag anything you like for example do_not_notify (spaces should be replaced with _)

You then need to edit the appropriate trigger by selecting Settings > Triggers and mail notifications > Edit > Add condition which reads the following: Tags > Contains none of the following > do_not_notify.

This will prevent the comment update from being sent to your user.

September 24, 2013 03:40
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jaak l
nutiteq

I changed requester of a ticket which was forwarded email, created new user for him, but when I click the new user detail view, then it shows tickets: 0 for him. Shouldn't the requester's view show now his tickets, even if they were sent via another email originally?

December 20, 2013 04:20
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Emily
Zendesk

Hi Jaak, 

The keyword that stands out to me in your explanation is "forwarded." If an Agent just clicks the "forward" option in their email client and sends a customer's email to your Zendesk support address, they system will make the Agent the requester. To ensure the correct end-user shows up as the requester, you need to insert the instruction in the body of the email. 

December 20, 2013 10:45
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IanM
virtualclarity

Can I bulk edit tickets to change the Requester?

March 19, 2014 02:28
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Daniel Walters
rethinkgroup

So I've got the option to change my ticket requester, and I change it to another end user and it shows inside Zendesk that she's got a ticket. However, she does not get an email notification about it at all. Is there a way to change that?

March 19, 2014 08:22
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Emily
Zendesk

Hi Ian, 

For security reasons, we wouldn't want to allow a ticket with potentially confidential information to have it's requester changed by accident via a bulk ticket update. As a result, we require that you change the Requester manually on a ticket-by-ticket basis.

Hi Daniel, 

While I see your account has added a few triggers, it looks like you've kept the default triggers in place. The default triggers are designed to notify a Requester when their request is first received by Zendesk and of every subsequent comment update. If an update is submitted to the ticket and no comment is made, the Requester will not be notified. Following this logic, when a Requester is changed midway through the ticket's lifecycle without a comment update, neither the old or new Requester will be notified. 

March 24, 2014 10:26