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Updating Requester in Zendesk Agent Workspace

Learn why you can't update the requester during a live chat in Zendesk Agent Workspace and how to manage requester changes.

Can I update the requester during a live chat in Zendesk Agent Workspace?

No, you cannot update the requester during a live chat in Zendesk Agent Workspace. To prevent accidental changes, the requester field is disabled while a conversation is live.

Previously, changing the requester during a live chat could lead to confusion, as subsequent tickets from both the original and updated requesters would be attributed to the original request. Now, you can only change the requester once the conversation has ended. This ensures clarity and prevents mix-ups in ticket attribution. For more details, visit theoriginal article.


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How can I end a message in Zendesk Agent Workspace?

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What happens if I try to update the requester during a live chat?

If you attempt to update the requester during a live chat in Zendesk Agent Workspace, the system will not allow it. The requester field is disabled to prevent accidental changes. This change was implemented to avoid confusion in ticket attribution….

Can I enable live updating of the requester in Zendesk Agent Workspace?

No, live updating of the requester in Zendesk Agent Workspace cannot be enabled. This feature is permanently disabled to prevent confusion in ticket management. If you have specific needs for this functionality, it's recommended to provide product…

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