Reasons for Changing Ticket Requester
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.
Changing the requester can help maintain data integrity and ensure that the right person receives updates and resolutions related to their support request. It's a useful feature for managing tickets more effectively in scenarios where the initial requester is not the intended recipient.
More related 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 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…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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