Automate / trigger the change of a requester


  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing this request, Chris. Can you provide some additional detail about your use case? It's helpful for the product manager to understand how frequently this need arises, why existing functionality or workarounds doesn't solve the issue for you, and how much of an impact this has on your day-to-day. 

    If other users need similar functionality, please up vote Chris' post and add your own use case in the comments below. 

  • Fabio

    I think you should be able to do this with a kind of complicated workaround.

    Create an HTTP Target and a Trigger to notify this Target. In the JSON that you're sending to the Target, it should be possible to figure out the first CC with Liquid markup and then that as the requester. 

    This is how the target notification would look like (kind of): 

    {% for cc in ticket.ccs %}
    {% if forloop.first == true %}
    "ticket": {
    "requester": {
    {% endif %}
    {% endfor %}

    I'm not an expert with Liquid markup though, so you'd need to test and play around with this a little bit. 

  • Ian

    Nicole Saunders 

    Our use case would consist of automating a switching of the requester email upon ticket creation, so that all notifications (including the immediate "We've received your request") & comments are kept between the updated requester & Support staff.

    I'd like to use a custom field - "User Email" - to refer to who the updated requester is, because tickets will be submitted on behalf of the actual requester/user from an external support partner (who should not receive follow-up). Requiring this particular field on the ticket form appears to be the best way of pulling that key info for us to redirect the reply & any notifications in a manual sense, but only after an initial "We've received your request" email has first gone out to the external support partner's email unnecessarily. 

    For context on a potential approach I explored, Email Targets do not appear to be usable here. There's no way to consistently pre-add the users in question, given there is a sizeable, ever-changing base of potential requesters - or to automate the requester switchover that I've found as of yet. 

  • Permanently deleted user

    This would be very helpful for us as well.

    Many times the IT Staff receives an automated email notifications or alerts from products or services we use, these emails typically come from a "" , "", or "". When we forward this email to Zendesk, the ticket is created on their behalf. Sometimes causing email loop between ticketing systems as well, or the external party viewing communication within our internal process.

    We would prefer an automation or trigger option which would change the requester of an email to be automatically changed when the initial requestor matches a predefined list of addresses. 

  • João Alves

    This would be incredibly helpful for us as well.

    The idea behind this would be to have a field on a form when a user contacts us, asking which email address (if not the current one) the requester would like to be contacted on.

    Making the field "Requester" editable for users on a form would also solve this, but a trigger where we can automatically change the requester would make this useable in many more cases.

  • Via Consulting

    It would be helpful if I could use the requester as a condition and as an action on a trigger/automation.

    Because right now, the requester options that appear is only adms and agents.

    In addition, be able set user tags as condition ou action of triggers/automations.

  • CJ Johnson

    Definitely would find this helpful! Right now agents have to remember to do this manually for certain kinds of tickets. 

  • BradAtStash

    Nicole Saunders

    Did this ever get updated or addressed? The above referenced ticket does not seem to exist anymore.

  • Michael Berntsen

    Nicole Saunders - any update? We need this as well.

  • Andy Morgan

    Nicole Saunders Yes this would be extremely helpful

  • Kyle Pease

    Nicole Saunders Anton de Young @... Heather Rommel  Can we make this happen? It is a critical feature for any companies handling automated emails in major platforms such as Netsuite.

    Here's a sample of what we have inbound:

    From: "Customer Name (Customer Primary Email)" <>
    We'd like to replace the default Reply-to as requester with (Customer Primary Email) as the requester in the ticket. Right now we are doing this manually and it is a waste of time, we need to automate it.
    In the meantime, has anyone found a workaround? I'm looking to add the target email address into the email template body and then make a trigger to update the requester based on that body text.
  • Radu Văduva

    Subscribing to this as well, same use case as everyone else where tickets come in from partners on etc and we need to change the requester for these programatically.

  • sorin

    This is a use case that our recently released Triggers+ low code plaftorm can help with. 

    Zendesk triggers are limited to simple straightforward logic and actions. For everything less simple, like changing the requester with an email value in a custom field or CC, you need to build a custom app or deal with complex Liquid markup. 

    As a token of appreciation for the Zendesk community, I am happy to do any customization at no cost - there will be just the monthly subscription fee of running the app.

    Get in touch with me and I'd be happy to help.

  • Alex Espinoza

    This would be incredibly helpful!

  • Justin Fain

    +1 for this feature

  • Giorgio Macauda

    +1 for this feature, it's very important!

  • I might be wrong here, but would it be better to have the 'sending' system change the reply-to address to the 'real' requester email address.

    We have a Zendesk customer that uses their own forms (yes I know ;). Their forms send an email to Zendesk to create a ticket. But their system changes the 'Reply-to' address BEFORE it sends the email to Zendesk and the resulting ticket is created with the correct requester.

    See How does Zendesk handle Reply-To?. This would fix all the above issues...I think?

  • Daniel Shteingart

    +1 Any updates?

  • Ammy Hurtado

    This feature would be helpful for our team as well.

  • Anders Bergenholtz

    This feature would be helpful for our team as well.


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