Change requester details


  • Carly Deibler

    Hello Zoltan, thanks for reaching out to us here at Zendesk. Regarding your questions:

    1. You can change the requester when you are working on a ticket. You'll see a blue link that says "change" next to the requester's name, when you are working in a ticket. If you need to change information ABOUT the requester, you can click on their name on the bottom part of the ticket (under the button "show all events") to go to their end-user profile. If your users submit requests under different email addresses, you can merge the two user profiles so that each person only has one end-user profile. This will automatically place the user details together in one single profile.

    2. You can add a second email address to a user's profile by clicking "add contact"- whichever email address is listed first will be the primary email address, the address that replies default to. However, there isn't a way currently to choose which address to reply to on a ticket by ticket basis.

    Let me know if you have more questions about this! :)


  • Mark Mirenzi

    How is this done via the new Zendesk? There's no Requester field and no "change" option. 

  • Jessie Schutz
    Zendesk team member

    Hi Mark!

    You'll find the change option at the very top of the ticket with the ticket subject, rather than in the left sidebar:

    Once you click that, the Requester field will appear in the left side bar:

    Hope that helps!


  • Kathie McClure

    I read through this and I see that change option - however it only allows me to add a new person - do we have the ability to edit the person's name or email if the name or email was entered wrong?

  • Dan Cooper
    Community Moderator

    Hi Kathie, you can do this from the requester’s profile page. Click on the requesters name in the org/requester/ticket buttons at the top. Then just click on the name to edit the name or select the email address to edit it. You may need to add the email as a secondary email first, make it primary, and remove the wrong one.

    If you have a bad email address without a ticket, do a search for the user to get to their profile.

  • Shannon

    Hi Daniel,  what happened to the 'Change' link, shown at the start of the article? 

    My team no longer has the option to 'Change' the requester? See attachment.

    We've had it / used it in the past with no issues. Thanks in advance. 


  • Nicole S.
    Zendesk Community Team

    Hey @Zendesker - 

    I responded to you over on the other thread where you asked this question. 

  • Ibrahim


    I had a call from via Talk. In the views page the requester is 'Caller +1234556798'. I changed the name, but in the views page the requester still is the caller and his phone number. I would expect the newly added name to appear now.


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