Setting requester with a macro

5 Comments

  • Kyle Jones
    Zendesk Customer Care

    Hello there Amber,

    For clarity, is it alway the same requester? If so, you could potentially put that requester's email in the macro for your agents to cut/paste into the requester field to make it easier to find them. Additionally, the side-bar field should auto-fill requesters when you start typing them.

    Sadly, I couldn't find any news about this being on a potential road-map, so I can't confirm if this feature is being worked on or looked at. However, any further details about why this would be needed within your work-flow could potentially offer our Product Team a bit more insight.

    I hope this helps,

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  • Shaun Murray

    My company could use this as well. One example is for us to email an outage distribution list in our company when there are outages. If we use a target in the trigger and someone responds it creates a new ticket (which is a real problem since Zendesk does not have a BCC option so it adds our distribution list as a CC on that new ticket), so we created an end-user with the distribution list for their email address. We then set the requester to that end user and use the trigger to email the requester so any replies to the outage email will go to the correct ticket. It would be really nice to have our outage macro set the requester to the distribution list's end user (the workaround Kyle suggested isn't the best, especially when you factor in the possibility of human error at the beginning of a major outage). For now, we use something similar to this to make it work:
    https://support.zendesk.com/hc/en-us/articles/4416465281434-Announcing-security-improvement-for-CCs-in-follow-up-tickets-created-via-email#:~:text=dschmidt,August%2012%2C%202022

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  • Trevor Vogt

    Kyle Jones any news on this? We previously used another ticketing system which allowed to set the requester/recipient of the ticket.

    We create tickets to contact specific instances of some of our partners to perform some changes, it would be very helpful and make the process more efficient if there was a way to set the email directly instead of having to process it manually each time

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  • Nicolas Derdoy

    Kyle Jones any update for this feature request or an ETA? Thanks

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  • Elise Reardon

    This is a feature that is definitely required within our business workflows. Following

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