Updating ticket requesters and organizations

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42 Comments

  • Jsander

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

    1
  • Jessie Schutz
    Zendesk team member

    Hi Lesleanne!

    The purpose of the information you mentioned is to allow you to easily see who created the ticket in cases where the creator of the ticket is not the same as the requester of the ticket.

    If you change the requester on the ticket, any updates that are sent out will go to the new requester. Once a requester is removed from a ticket they won't receive anything else unless they're added as a CC.

    Let us know if you need anything else!

    0
  • 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.

    0
  • Jessie Schutz
    Zendesk team member

    Hey Michael!

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

    0
  • Nicole S.
    Zendesk Community Team

    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

    0
  • Nicole S.
    Zendesk Community Team

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

    0
  • Jessie Schutz
    Zendesk team member

    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!

    0
  • Nicole S.
    Zendesk Community Team

    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. 

     

    0
  • 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.

    0
  • Jessie Schutz
    Zendesk team member

    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.

    0
  • Jessie Schutz
    Zendesk team member

    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!

    0
  • Jon Daniels
    Zendesk Customer Advocate

    Hi Ameet!

    For security reasons, this is currently one attribute of tickets that can't be edited in bulk.
    I found a feature request for this ability here, I recommend voting for it: 

    Request ability to bulk edit requester

    One option you have now is setting a new Requester ID through our API:

    Zendesk Support API - Tickets

    Please drop us a line at support@zendesk.com if you run into any issues as you fix these tickets!

    0
  • 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 !

    0
  • Gail L
    Zendesk Community Team

    Hi Selena,

    Requester isn't one of the fields can be bulk updated, so if you're going to change that it will need to be one by one (which could definitely be tedious with a lot tickets). 

    An alternative option if you don't want to manually update the requester on all the current tickets, but need to give a new people access to them would be to update either the organization or new user's permissions for ticket access. The feature you could use for that is called Shared Organizations and there are directions for using it in our article on Creating, Managing, and Using Organizations .

    0
  • Max Cage

    Is this document still valid? I have CC enabled, but I do not see the Requester field on the ticket, and no "change" option. I see the Requester as a linked item on the ticket, but I can't see any way to change it. If I click the Requester button, I just see the Requester's user profile.

     

    If I click the ticket's checkbox in a list and select Edit Ticket, I don't see Requester there, either.

     

    0
  • Jessie Schutz
    Zendesk team member

    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.

    0
  • Max Cage

    Never mind, - I found it. It's to the right, in the header of the main conversation body area of the ticket.

     

    0
  • Michael Rüegg

    Hi together

    Thanks for updating :)

     

    0
  • Rich Lorenzo

    Hey Cris, one thought that comes to mind right away is you could setup an email target and have a trigger send the email notification to the target. This would only work though if the external email addresses are always the same or would be able to be configured based on some other ticket attribute like issue type.

    0
  • Brett Bowser
    Zendesk Community Team

    Happy to help Rich!

    Let me know if you have any other questions.

    0
  • Shannon

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

    0
  • 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.

    0
  • Serena Bond

    Is there a way to change the "via" part of the requester? It's preventing us from deleting a user.

    0
  • Jessie Schutz
    Zendesk team member

    Hi Max! I'm glad you got it figured out!

    0
  • Jessie Schutz
    Zendesk team member

    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.

    0
  • Rich Lorenzo

    Hi Brett, thanks for the quick follow up here...appreciate it!

    We have a Typeform submitting to a support address from what I guess I would call a "system user"...not associated with the actual end-user who submitted the form. So it would have been nice to simply change the requester to be the Zendesk end-user associated with the form submitter so that we could reply on that ticket thread.

    The only alternatives I can see would be: 1) build a proprietary frond end app for a form that submits through tickets API. 2) Implement help center widget on the page where the form should be hosted 3) Create a second "on behalf ticket" for the outbound message to the submitter and then merge with the Typeform created ticket w/ form data. 

    Unless there are better options we'll probably do option #3!

    0
  • Ameet Sanghavi

    Hi,

    Is there a way to change the requester for multiple tickets in one go. 

    Here is the scenario I described when filing a ticket with Zendesk support:

    "...

    Hello,
    For one of our customers, multiple tickets were submitted by a requester, lets call her Ms Bright. Some tickets are open, some are pending.
    Now Ms Bright has left the company. I have to change the requester in all the tickets from Ms. Bright to Ms. New.
    I have to do this for multiple requesters since 3/4 people have left the company. Is there an easy way to do this instead of wading through all the tickets and changing the requester field manually...?

    ..."

     

    Thanks,

    Ameet

    0
  • Rich Lorenzo

    As is so often my experience...Zendesk gets me to about 80% of where I need to be and then a small quirk foils me. Trying to put together a business process that would require changing the requester but we absolutely do not want to re-enable CC's.

    0
  • 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.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Rich,

    Can you share some additional information on what workflow you're trying to set up that would require you to change the requester of a ticket? 

    Happy to brainstorm some ideas to see if we can help accomplish what you're looking for.

    Thanks!

    0

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