Updating ticket requesters and organizations Follow

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14 comments

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    Karyn Tooke (Edited )

    Re organizations we find it very frustrating not being able to change the organisation name of the requester unless the org has been added to the requesters profile, its also frustrating that an org can only be created by admins - i understand its important for consistency but we don't have the resource capacity for someone to add organisations for all new requesters.

     

    It would also be helpful if there were an option on Agent Access: Tickets in agents group/agents org

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    Jessie Schutz

    Hey Karyn!

    Thanks for the feedback on this. I did some poking around in our Product Feedback forum, but I wasn't able to find an existing thread about this. I'd definitely suggest that you pop over there and start a new post describing your suggestion and your use case for our Product Managers to review. They see all the posts there, and take customer suggestions into consideration as they work to improve Zendesk.

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    Paul Middleton

    When the requester is updated, should the ticket tags also be updated? When our support team updates the requester, the ticket tags are not updating to include those from the new requester/org.

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    Jessie Schutz

    Hey Paul!

    You would need to set up triggers to make those changes when a ticket is updated with a new requester/org. Let me know if you have more questions!

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    Jsander

    It should be noted that the "Change" link will not appear unless you have the "Enable CCs on tickets" setting enabled. Mysterious.

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    Michael Rüegg

    It appears as changing the requester is not possible in the overview view anymore, but can now simply be done directly inside the ticket. I guess the article should be updatet to highglight this.

  • Avatar
    Jessie Schutz

    Hey Michael!

    Can you specify which part of the article is incorrect? I can't seem to find what you're referring to.

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    Michael Rüegg

    Hi Jessie

    I'm referring to point No. 2. When I'm selecting a ticket, I cant see a "change" option on the screen. When wanting to change the requester I have to enter the detail view of the ticket and do it there.

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    Jessie Schutz

    Hey Michael,

    Step 1 is telling you to actually open the ticket you want to change the requester on, because it's only possible to do this from inside the ticket. I apologize that this wasn't clear! I'll touch base with our Documentation team to see if we can word this more clearly.

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    Jennifer Rowe

    You're right--that wasn't clear. I updated it to say "open the ticket." Thanks for letting us know!

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    Michael Rüegg

    Hi together

    Thanks for updating :)

     

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    Betsy Weinberg

    Is it also true that if no comment is added to the ticket after using the "change" link to edit to a different requester, the email is not received by that requester? That is what we have found and if that is true, it seems that wording about needing to add a comment should be added to this article.

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    Betsy Weinberg

    To add to that, we tried with a Private comment but the message isn't received unless we add a Public comment.

  • Avatar
    Jessie Schutz

    Hey Betsy!

    Even if you've changed the requester on a ticket, a notification will not be sent out if there's no public comment on a ticket. This is expected behavior regardless of what other changes have been made to the ticket.

    If you want your new requester to know that they've been added to the ticket, you'll need to add a public comment to that effect so they'll get the notification. If this is something you do on a regular basis, you could even create a macro to automatically add that public comment to the ticket.

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