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Automate / trigger the change of a requester
Posted Apr 29, 2021
Hi
Ticket for ref (#6564394)
I would like to automate the change of the requester
Workflow is a ticket created based on no-reply email sent from SAP to client and copied to zendesk. in support I would like to change requester with first person CC.
26
33
33 comments
Jamie Noell
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.”
0
Chloe Wildman
+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.
0
Daniel Shteingart
Chloe Wildman 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"
}
}
}
0