How Zendesk Determines Ticket Requester from Email
How does Zendesk determine the ticket requester from an email?
Zendesk determines the ticket requester using the email headers, not the email body. The primary method is through the reply-to: header. If this header is missing, Zendesk defaults to using the from: header to set the requester.
This method is built into the system and cannot be changed. For agents looking to manually set the requester, the mail API #requester syntax can be used. More information can be found in the article onUsing the Mail API to update ticket properties from your inbox.
More related questions
Can I change the ticket requester based on email body content in Zendesk?
No, you cannot change the ticket requester based on the email body content in Zendesk. Zendesk determines the ticket requester using information from the email headers, specifically the reply-to: header. If the reply-to: header is absent, the from:…
Is it possible to use the email body to set the ticket requester in Zendesk?
No, it is not possible to use the email body to set the ticket requester in Zendesk. The system relies on email headers, specifically the reply-to: and from: headers, to identify the requester. This functionality is fixed and cannot be modified….
What is the role of the reply-to: header in setting a ticket requester in Zendesk?
The reply-to: header plays a crucial role in setting the ticket requester in Zendesk. It is the primary source used by Zendesk to determine who the requester is when a ticket is created from an email. If the reply-to: header is not available,…
Can agents manually set the ticket requester in Zendesk?
Yes, agents can manually set the ticket requester in Zendesk using the mail API #requester syntax. This allows agents to override the default method of using email headers to determine the requester. While the system automatically uses the…
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