Updating ticket requesters and organizations Follow

Comments

22 comments

  • Avatar
    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.

  • 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.

  • Avatar
    Nicole Relyea

    Hi Zlahjouji - 

    With a ticket created by email, if there is an existing organization with a workflow set up for a user to automatically be assigned to it, it will automatically pull anyone with that email domain into the org. 

    If their email address doesn't match or you do not have that workflow set up, no organization will be assigned. 

    With regard to changing the organization with the API, this is possible. You can find the info on the endpoints here: https://developer.zendesk.com/rest_api/docs/core/users

    If you have any additional questions about the API piece, you should visit the Zendesk Developer APIs forum

  • Avatar
    Nicole Relyea

    Glad to hear that sorted it out for you. Have a great day!

  • Avatar
    Jessie Schutz

    Hi David!

    You're not missing anything; nothing has changed with regard to how those tickets fields appear.

    The ticket requester field only shows in the left-hand column on a new, un-submitted ticket, or when you edit the requester on an existing ticket. Once a ticket has been submitted, the requester displays below the ticket subject. 

    Let me know if you have any questions about this!

  • Avatar
    Nicole Relyea

    Hey @Zendesker - 

    That's odd, it should still be there. You didn't change anything with your cc settings, by any chance? That could effect it. 

     

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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.

  • Avatar
    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.

  • Avatar
    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!

  • Avatar
    Zlahjouji Bittitan

    Hello,

    Is there anyway to change the organization with the API. 

    And if a ticket is created by e-mail, which organization is assigned to the user ?

    Would be very useful for me if you respond.

    Thank you !

  • Avatar
    Jsander

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

  • Avatar
    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.

  • Avatar
    Michael Rüegg

    Hi together

    Thanks for updating :)

     

  • Avatar
    Zendesker

    Hi Nicole, thanks for the reply. We did last week and I tweaked it today while troubleshooting, and presto - it's back. Thanks! 

  • Avatar
    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 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.

  • Avatar
    David Scczerak

    Hello team,

    I haven't been paying very close attention, so I'm not sure when this happened... but in my zendesk, the requester field has disappeared entirely. In my left panel the visible fields are:

     

    assignee*

    CC's

    Type

    Tags

    All my custom fields are then listed below.

     

     

    In the past, the top field was the requester field... now it's gone.

    Hopefully I'm missing something simple. Thanks.

  • Avatar
    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

  • Avatar
    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.

  • Avatar
    Zendesker (Edited )

    Hi Nicole/Anton,  what happened to the 'Change' link, shown at the start of the article? 

    My team no longer has the option to 'Change' the requester? See attachment.

    We've had it / used it in the past with no issues. Thanks in advance. 

     

     

  • Avatar
    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
    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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