Creating a ticket on behalf of the requester

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  • Jessie Schutz
    Zendesk team member

    Hi Blake!

    You can totally do that with a Trigger. Just make sure that you've adjusted the conditions on both Triggers so that they don't both fire on new tickets.

  • TimothyMichaelKelly

    I'd like a different email subject for tickets that I have created on behalf of someone else.

    Currently when I created a new ticket for someone else the Subject of the email that goes out is from the "Notify requester of received request" Trigger, "[Request received] {{ticket.title}}"

    Is there a way to remove  "REQUEST RECEIVED " in subject line? Thanks, Timothy


  • Jessie Schutz
    Zendesk team member

    Hey Timothy!

    You can set this workflow up using triggers, as long as you're on the Team plan or above.

    "Notify requester of received request" is a default trigger, but you can alter it to include a condition: Current user > Is not > Agent. This will make it so the trigger will only fire when the person submitted the ticket is an end-user.

    Then you can clone that trigger and chance that new condition to Current user > is > Agent. Change the text of the email to whatever you would like it to say, for that scenario, and you'll be all set!

  • Noel S.


    Is there any way to see tickets I've created and sent after the fact? When you send a new ticket, it instantly disappears.

    Because we have to communicate back & forth on a daily basis with another help center using Freshdesk, this presents some challenges, as the two platforms aren't always compatible. Often we find our first attempt to send a ticket didn't go through, so we have to write the entire thing out a second time and try again. 

    If I could find my sent tickets somewhere and simply add another reply to get that ticket sent again, it would be very beneficial! 


  • Nicole S.
    Zendesk Community Team

    Hi Noel -

    To see tickets on which you are the requestor, go to your profile in Support, and then select "requested tickets" - this will show you all of the tickets that you have created, so long as the requestor has not been changed. 

  • Ola Eriksson Bjärle


    When I create new ticket on behalf on someone else, the requester do not get any email with my response. It doesn't matter if I send as a new or open ticket. If, on the other hand, I send an update on the same ticket that I just created, the requester get the message immediately including the first part of the ticket. What am I doing wrong?

  • Brett Bowser
    Zendesk Community Team

    Hi Ola,

    You'll want to check the ticket events of your ticket you created which should show whether or not your Notify requester trigger has fired.

    I would also confirm that you're default triggers are still enabled, particularly the Notify requester triggers. You can find a list of your triggers by navigating to Admin>Business Rules>Triggers

    Let us know if you continue to experience issues on your end!

  • Rob Tourtelot



    We're creating Support tickets via the API for customers who experience issues in our application flow. We create a ticket with a private comment, and we're setting is_public to true.

    What we want to do is then have a Trigger send a public comment, based on the tags we're also sending. We can't seem to get this to work, though the Trigger is able to successfully perform other actions, such as adding a tag. 

    I noticed:

    is_public	boolean	yes	no	Is true if any comments are public, false otherwise

    Is there any way via the API to create a public ticket without a public comment? Thanks!

  • Bryan - Community Manager
    Zendesk Developer Support

    Hi Rob Tourtelot -- if creating a ticket via the API and you want a comment to be private, you should set the comment object's "public" attribute to false. Look under the Ticket Comment resource for details.

    The "is_public" attribute is at the Ticket level (not Ticket Comment) and is read-only and indicates if there are any public comments (i.e. it's for something else). Hope this helps!

  • Barbara Vandendriessche



    Is there a way to give the requester an automatic reply with ticket ID when a proactive case is created by an agent, and when there is no public reply but only an internal note? 

    This would be a use case when customers call us and we just want to create a case number to follow it up at a later time.


    Thanks in advance,




  • Dan Ross
    Community Moderator

    Hey Barbara Vandendriessche,

    You could do this via a Trigger, and then do it on ticket creation, or perhaps only under certain circumstances (like when a tag is present)  but doing so would make the ticket a public one. Your user would be able to see in the help centre or in their inbox. They would not see anything else unless you create further public comments. 


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