Updating ticket requesters and organizations

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It's possible to change an existing ticket's requester to someone else and, if a requester belongs to more than one organization, you can also change the organization their ticket is assigned to.

This article includes the following sections:

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

Changing the ticket requester

You may want to change the user designated as the ticket requester 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

  1. Select a ticket from one of your views.
  2. Next to the ticket requester's name, below the ticket title, click Change .

    The Requester field appears in the ticket properties panel.

  3. 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.
  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.

Changing the ticket requester's organization

On Professional and Enterprise, end-users can belong to multiple organizations. If a ticket's requester belongs to multiple organizations, the ticket can be assigned to any of the requester's organizations.

Note: An administrator must enable multiple organizations for users (see Enabling multiple organizations for users ).

When a user who belongs to multiple organizations submits a ticket by email, it is assigned to their default organization. When the user creates a ticket in your Help Center, or when an agent creates a ticket on behalf of the user, the user or agent can select the organization for the ticket. You can change the organization for a ticket, if necessary.

Here's what happens to tickets when the requester is removed from an organization or when an organization is deleted:
  • When a requester is removed from an organization, any tickets associated with that user and that organization, will be assigned to the user's default organization if the user belongs to multiple organizations. If the user does not belong to multiple organizations, the tickets will not be associated with an organization.

  • When an organization is deleted, any tickets associated with the deleted organization will be assigned to the requester's default organization. If the organization that was deleted was the requester's default organization, one of the requester's other organizations will be promoted to default, then any working tickets will be associated with the requester's new default organization. If the user does not belong to multiple organizations, the tickets will not be associated with an organization.
To change the organization for a ticket when the requester belongs to multiple organizations
  • In the ticket, click the current Organization , then select one of the requester's other organizations.

    If the requester does not belong to multiple organizations you will not see the Organization field on the ticket. You can only choose an organization that the requester belongs to.

    The organization for the ticket appears in the ticket and at the top of the ticket.

Have more questions? Submit a request

Comments

  • 0

    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

  • 0

    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. 

  • 1

    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

  • 0

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

  • 0

    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?

  • 0

    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. 

  • 0

    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?

  • 0

    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

  • 0

    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

  • 0

    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. 

  • 0

    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.

  • 0

    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

  • 0

    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...

  • 0

    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?

  • 0

    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.

  • 0

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

  • 0

    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!

  • 0

    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

  • 0

    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

     

  • 0

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

  • 0

    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. 

  • 0

    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!

  • 0

    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.

  • 0

    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?

  • 0

    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. 

  • 0

    Can I bulk edit tickets to change the Requester?

  • 0

    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?

  • 0

    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. 

  • 0

    @Emily, is there a way to notify the end-user when they've been made the requester after the original ticket submission?  and to be notified for any further updates?

  • 0

    @Vortiz - Once a new requester is set in a ticket, this user will be the one who will receive emails sent by triggers notifying requesters.

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