Updating ticket requesters and organizations

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39 Comments

  • Jon Daniels
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    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!

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  • Rich Lorenzo
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    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.

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  • Brett - Community Manager
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    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!

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  • Rich Lorenzo
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    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!

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  • Brett - Community Manager
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    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.

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  • Rich Lorenzo
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    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.

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  • Brett - Community Manager
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    Happy to help Rich!

    Let me know if you have any other questions.

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  • Cris
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    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.

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  • Rich Lorenzo
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    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.

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