Converting Internal Ticket to Client Ticket

Answered

5 Comments

  • Phil Holcombe
    Comment actions Permalink

    Hi Penny,

    I normally do that by just clicking on 'change' besides the requester.

    See: https://support.zendesk.com/hc/en-us/articles/203690926-Changing-the-ticket-requester

     

    Maybe I've not understood your question.

    Phil - Nexmo

     

    0
  • Penny Ashley-Lawrence
    Comment actions Permalink

    I don't have requester as an option.  I have the name and organization at the top but not a field that says "requester".  Should I?  I'll check ticket fields.

    0
  • Phil Holcombe
    Comment actions Permalink

    Here's what I see.

    On the left hand side, I see Assignee, CC, etc.

    In the middle of the screen, I see the subject of the ticket, and my name and email address ( because it seems to set me as requester when I create a ticket a default ). Next to my email address, it offers me 'change'. When I select 'change', a requester field appears on the left, and I can change that to someone else.

    If this doesn't help, you might need a real expert to help ...

    Regards,

    Phil @Nexmo

    0
  • Penny Ashley-Lawrence
    Comment actions Permalink

    GOT IT!  Thank you.  Still new to this zendesk thing.  No moments of zen yet.

    0
  • Jessie Schutz
    Comment actions Permalink

    @Phil - awesome walk-through! Thanks for hopping in!

    @Penny - I'm glad you got this working!

    If the folks creating these tickets are agents, and the tickets are being created from forwarded emails that were originally sent by a client, you can go to Gear icon > Settings > Agents and enable Email Forwarding. This makes it so that the ticket is created with the original sender as the requester, instead of the agent. So if your agents are creating the tickets, this could potentially save you some time. :)

    1

Post is closed for comments.

Powered by Zendesk