Question
How can I set the requester of an email ticket to reflect the user information shown in the body of a ticket created via email?
Answer
The email body is not used in any way to assist in identifying the requester of a ticket. Zendesk uses information from the email headers to determine ticket requester. Specifically, the main way a requester is set is by the reply-to: header flag. If the reply-to: header is not present, from: is used in its place. This functionality is hardcoded into the system and unchangeable.
Agents can use mail API #requester syntax to set the requester on a ticket. For more information, see the article: Using the Mail API to update ticket properties from your inbox.
For more information on email threading, see the article: How can I troubleshoot threading issues?
2 Comments
Im curious if this is possible. We get support requests sent on behalf of another company. Inside the email body contains the email address of the requester.
Right now, we manually edit the requester. I'd love to know if I can parse the email, and have it edit this.
Thanks!
Hi Callahan,
It might be possible to build a custom API integration that passed the tickets in with the correct requester, but it won't be possible to automatically adjust the requester when they come in as email tickets.
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