Erin O.

We would also immensely appreciate this feature.  Here is a use case:

We use Zendesk for end-user support.  Our Agents do not use Zendesk to make requests of any other team within our organization, except by assigning a ticket to another Group on behalf of the customer.  The end-user should always be the Requester in our support structure. 

Because agents are human, mistakes can happen, and sometimes they save a ticket without selecting a Requester.  Because this sets the Agent as both the Requester and the Assignee, it essentially orphans the ticket from any others for the customer, resulting in missing information/interactions for chronic issues that may unfold over a series of merged tickets and follow-ups.  This also causes issues when we have system incidents and need to provide an update en masse on all incident-related tickets.  In the event of incident-related tickets where Agent = Requester, the notification emails go to the Agents who mishandled them instead of the customers.

The suggestion of using a trigger allows for the monitoring and correction of a mishandled ticket, but only if the recipients of the emails actually monitor them and take corrective action.  We use a trigger like this and have for at least a couple of years.  We also use Dashboards and Views, but all of these options are just monitoring after the fact and do nothing to help with prevention.  We truly need an option to prevent agents from ever doing this in the first place.