You can allow agents to change the requester on a ticket. For example, agents may want to change the ticket requester if someone sent a support request on someone else’s behalf.
CCs on tickets must be enabled for agents to be able to change the ticket
requester. See Setting CC permissions for tickets.
To allow agents to change the requester
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
- Scroll down the Requester section.
- Select the Agents can change requester check box.
- Scroll down and click Save tab.
5 comments
Elyia Leonard
Requesting enhancement that this be controlled by role. We'd like to restrict certain agents (by group or role) from making this change without restricting on our entire account.
3
Caroline Scott
I second the suggestion that this can be set by role. I have just switched this function off due to the incorrect use of changing the requestor even though we tell our users to never do this due to potential data breaches.
1
Denis Menard
Hello, if it can be defined in Role, it will be great!!
1
PETER SMITH
Hello, how do we edit the customer/requester name in instances when they have inputted incorrect information instead of their actual name?
0
Maleenee Beuhler
Agree with the comments above - there are specific agents we'd like to allow to change requester and some not. If we could control this via Role access that would be ideal.
2