Automate / trigger the change of a requester

8081139586970 We were able to modify the requester using automation and the following webhook:

URL: https://snowbit.zendesk.com/api/v2/tickets/{{ticket.id}}.json

{

"ticket": {

"comment": {

"body": " Changing the Requester"

},   

"requester": {

"name": "New Requester",

"email": "new@requester.com"

}

}

}

+1
Throwing in that we have a team that would also benefit from this, especially if it can prevent tickets from getting sent to the Suspended category. We have requests that technically come from our Support address (without getting into a lengthy explanation, this is something that cannot change) resulting in ticket suspension that can only be manually unsuspended due to the requester being the reason it was suspended. If we were able to create a trigger that systematically unsuspend these tickets and modify the requester to do so, that would be much more convenient.

Our use case is that another system sends automated emails, and we set the reply-to address for those emails to a Zendesk support address.  This way, any reply threads back into Zendesk.  The original requester is the system sending the automated emails, and if a real person replies, we want to change the requester from that system to the real person. I'm working on a webhook to update the requester, but it would be really helpful (and prevent the possibility of a webhook collision if there were a trigger condition of “Set requester” to “Current user.”

We just released a new feature included in our Zendesk Ticket Parser app that can extract an email address from a ticket comment and change the requester to the extracted email address. More about it here

Don't expect any feedback from zendesk! they don't care and won't change anything in the near future!

+1 We are really in need of this feature as well, as alerts are sent to our Zendesk from one single email address but referencing different customers. So we need to be able to use a trigger where we condition on string in subject with action setting a requester (end user requester).

+1 - We'd find this very useful as well.  We have a number of vendors who get automated responses from Zendesk when alerts are sent to our queue until an agent manually puts the customer contact in as the requestor.

yes, that should be very helpful 

yes wee would like to have it too.

+1 for this as well. Our use case involves working with a reseller channel that acts as the first line of support for customers, so many times the reseller will be submitting the ticket/request, but it's actually for a customer, so the requester should be automatically changed to the actual customer.