How to Change Ticket Requester in Zendesk
How can agents change the ticket requester in Zendesk?
Agents can change the ticket requester in Zendesk by enabling a specific setting. To do this, navigate to the Admin Center, click on 'Objects and rules' in the sidebar, then select 'Tickets > Settings'. Scroll down to the Requester section and select the 'Agents can change requester' checkbox. Remember, if your account was created before May 2019, you might need to migrate to the updated CCs and followers experience to see this option. Once done, scroll down and click the 'Save' tab to apply the changes.
This feature is particularly useful when a support request is sent on behalf of someone else, allowing agents to update the requester to the correct individual. For more details, you can refer to the originalZendesk help article.
More related questions
What are the prerequisites for changing the ticket requester in Zendesk?
Before agents can change the ticket requester in Zendesk, CCs on tickets must be enabled. This is a necessary step to ensure that the option to change the requester is available. If your account was created before May 2019, you might also need to…
Can the ability to change the ticket requester be restricted by role in Zendesk?
Currently, the ability to change the ticket requester in Zendesk cannot be restricted by role. This means that once the feature is enabled, all agents have the ability to change the requester on a ticket. There have been requests from users to have…
How do I enable agents to change the ticket requester in Zendesk?
To enable agents to change the ticket requester in Zendesk, you need to adjust the settings in the Admin Center. Go to 'Objects and rules' in the sidebar, select 'Tickets > Settings', and then scroll to the Requester section. Check the 'Agents can…
Why might agents need to change the ticket requester in Zendesk?
Agents might need to change the ticket requester in Zendesk when a support request is submitted on behalf of someone else. This ensures that the correct individual is associated with the ticket, allowing for accurate tracking and communication….
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