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"

}

}

}

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

You can use the following workaround:

Set a webhook:

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

Use trigger with the following JSON:

{

"ticket": {

//"subject": "{{ticket.organization.name}}",

"comment": {

"body": "Escalating with: {{ticket.organization.custom_fields.escalation1}}"

},

"collaborators": [

//"{{ticket.organization.custom_fields.escalation1}}"

"email@gmail.com"

],

"requester": {

//"name": "daniel",

//"email": "daniel@gmail.com"

}

}

}

Uncomment relevant sections and customize content.

good luck.

feel free to contact me if needed: daniel.shteingart@gmail.com

3.5 years, no feedback or solution from zendesk. 

+1 Any updates?

+1 Please add it! As usual - no response from Zendesk! 

Any updates here?

Can you please provide an update?

+1 Any updates? this one is open since 2015... 8 years ...

Zendesk, Any update here? we really need the ability to modify outgoing Email templates for new articles.