Update Ticket Requesters & Organizations - Frequently asked questions
Frequently asked questions
How can I change the requester on a Zendesk ticket?
To change the requester on a Zendesk ticket, you need to access the ticket properties panel. Simply click into the Requester field and start typing the name, email domain, or organization name of the new requester. Select the correct user from the…
Can I change the organization for a ticket in Zendesk?
Yes, you can change the organization for a ticket in Zendesk if the requester belongs to multiple organizations. In the ticket, click on the current Organization field and select one of the requester's other organizations. This option is only…
What happens to tickets when a requester is removed from an organization?
When a requester is removed from an organization, any tickets associated with that user and organization will be reassigned to the user's default organization, provided they belong to multiple organizations. If the user does not belong to multiple…
Can I update the requester on multiple tickets via the API?
Yes, you can update the requester on multiple tickets using the Zendesk API. The 'Update Many Tickets' endpoint allows you to update up to 100 tickets at a time, making it efficient to handle bulk updates without doing it one by one. This feature…
How do notifications work when changing a ticket requester?
When you change the requester on a ticket, the new requester will receive notifications for public replies, while the old requester will continue to receive notifications for both public replies and internal notes. This is managed by the default…
Can I automatically change the ticket organization using triggers?
Unfortunately, you cannot automatically change the ticket organization using triggers or automations in Zendesk. The organization must be set when the ticket is created or manually updated by an agent. This means that if you need to change the…
How can I prevent partial matches when updating the requester?
To prevent partial matches from appearing when updating the requester, you can focus on using the 'Add User' button if the email inputted does not match an existing user. Currently, Zendesk does not offer a direct way to disable partial matches in…
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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?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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