Updating ticket requesters and organizations

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42 Comments

  • 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!

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  • 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.

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  • Brett - Community Manager
    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!

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  • 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!

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  • Brett - Community Manager
    Zendesk Community Team

    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

    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
    Zendesk Community Team

    Happy to help Rich!

    Let me know if you have any other questions.

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  • Cris

    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

    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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  • Selena Reid

    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

     

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  • 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 .

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  • Mihaela Dragota

    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

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