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.
To change the ticket requester
- Select a ticket from one of your views.
- 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 appears in the ticket properties panel.
- Begin entering a user's name, email domain, or organization name and the relevant results appear. Select the user.
If the user does not yet have an account, add them by clicking +Add user at the bottom of the search results.
- 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.