How to Change Ticket Requester in Zendesk - Frequently asked questions
Discover how to allow agents to change the ticket requester in Zendesk. This page answers common questions and provides guidance on managing ticket requesters effectively.
Frequently asked questions
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…
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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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