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:
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 an existing user.
To change the ticket requester
- Open the ticket where you want to change the requester.
- Next to the ticket requester's name, below the ticket title, 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.
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.
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.
When a ticket is created through an API call, the ticket is assigned to the requester's organization_id as specified in the call. If the call doesn't specify an organization_id or specifies an organization_id that the requester isn't part of, the ticket is assigned to the requester's default organization.
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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.
- 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.
44 Comments
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!
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.
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!
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!
Hey Rich,
Thanks for the clarification :)
I definitely think option 3 would be the best solution here as that should keep the original submitter as the requester of the ticket. We also have a step by step article on how to create an external form that feeds into your Support account which would also keep the original requester: Building a custom ticket form with the Zendesk API
Not sure if you have developer resources available but this would also be a good solution if you prefer not to use the web-widget.
Let me know your thoughts.
Yes we'll probably go with option #3 for now. The custom ticket form would definitely get me all the way where I want to be with this as web widget is not preferred. I just wish I hadn't encountered this "gotcha" with the CC thing. Thanks again Brett.
Happy to help Rich!
Let me know if you have any other questions.
Hello. Is it possible to set up the trigger to send emails to specific 3rd party email addresses (CC) without the need to notify the original Requester? In the Trigger option, the email sender dropdown only has Requester and CC. In Triggers:
(1) Do we have an option to send emails only to CCs? or
(2) Can we automate changing the Requester to 3rd party emails instead by using tags/labels?
Thank you.
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.
Hello!
Is there a way to change the ticket requester for bulk tickets?
e.g. if a user leaves an organisation and any open tickets (of which there can be many!) are being handled by a new user?
Or is the only way to do it to go through them one at a time?
Sincerely
Selena
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 .
Hi,
Is there a way to make the organization a mandatory field at ticket resolution?
There are cases in which we receive emails from someone with a gmail.com/icloud.com/etc. email address and, as it is a new user, they would not have an organization linked to them. Our agents often miss the step of adding the organization against the user. The same happens when we manually create a ticket for a user without an email address, so it does not assign any orgs. The agents miss the step of assigning that user the organization.
We created a mandatory ticket field entitles 'Have you selected the correct organization?' but the agents select the 'Yes' value unconsciously.
Thanks,
Ela
We've notice that when we change the Requester for a ticket, the new Requester gets notifications when a Public Reply is added, and the old Requester gets notifications of the Public Reply and the Internal Note (to include the text of both Public Reply and Internal Note.)
Is there a way to change Requester and ensure that the old Requester stops receiving notifications?
Hi Wendell!
The built-in default trigger "Notify requester and CCs of comment update" should help you with that. You don't have to update the conditions on that trigger since it's already set up the way you described it by default; not unless you configured the trigger's conditions.
If the trigger uses the "(requester)" or "(requester and CCs)" value for the "Email user" > "(requester)" action, that'll always keep up with whoever the current ticket requester is. With that setup, you don't need to change anything in the trigger itself.
Important note as a privacy/data security red flag. If the trigger's email notification includes a placeholder like
{{ticket.comments_formatted}},the new requester would be able to see the previous conversation between the support agent and the old requester. That could be alarming if the previous requester sent over their credit card number or provided any extremely sensitive information. I wouldn't suggest using a placeholder like that if you plan on changing ticket requesters often. Instead, use a placeholder that only looks at the latest comment like{{ticket.latest_comment}}.Best,
Customer Advocacy Team
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