Updating ticket requesters and organizations

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  • Wendell Joost

    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?

  • Jim
    Zendesk Customer Care

    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}}.


    Customer Advocacy Team

  • Eli

    I'm wondering about the behavior of ticket updates when a requesters organization gets changed.  We are seeing that tickets created with a requester that dons't belong to an organization don't appear to update in data received via the api when they eventually do get added to an organization.  That is, old tickets organization ids stay as null. 

    Do requester organization updates cascade to all tickets or only some?  




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