DaveH

Hi everyone,

I'm looking to streamline the process of a current process of mine.

Our phone provider is unable to integrate with Zendesk so agents answer a call and then want to create a ticket on behalf of the customer using the Help Centre form.

This works great if in an incognito window but if they are signed in then the ticket creates with the agent as the requester (not ideal).

I've set up customer fields for the customer's name and email address but am struggling to change the requester on a ticket. I'm using a successfully triggered and connected webhook with the JSON below:

{
  "ticket": {
    "requester": {"name": "{{ticket.ticket_field_16956521975581}}", "email": "{{ticket.ticket_field_17271527709853}}" }
  }
  }

The ticket requester, however, remains as the agent.

My webhook trigger is at the top of my trigger stack.

Basically...how can a webhook change a requester with custom field data?

Hi team, I work a lot with custom dashboards so I understand the individual ticket-created metrics but my question is about the First Reply times in the native Zendesk Support dash.

Are these calendar hours or business hours?

If it is business hours, what happens if a new instance is set up without a business schedule?