Clark Torgerson

Great. Thanks for the update, Nicole.

No problem, Nicole.

As mentioned, this is a continual pain point for us. Is there any likelihood that this feature will actually be implemented in the near future?  

There are a number of tools, such as monitoring platforms, that Zendesk does not currently integrate with. In order to utilize these tools alongside Zendesk, we leverage ticket creation via email. Since the email is not coming from a known, human Zendesk user, that means that we need to change the requester to the appropriate user to allow for ticket tracking and general reporting. 

Ultimately, we're changing the requester on tickets on average a couple dozen times per day, but in the not uncommon scenario that there is some sort of large scale monitoring event, we could have to do it across many dozens  of tickets.

@Nicole, I know that your question was directed at Jim, but just to pile on here, we would literally use this feature multiple times every day. It is our number one functionality issue with Zendesk and we get asked about it every time that we train a new agent in for the reason that Casey mentioned above.