It's possible to change an existing ticket's requester to someone else and, if a requester belongs to more than one organization, you can also change the organization their ticket is assigned to.
本文包括以下部分:
Changing the ticket requester
你may want to change the user designated as the ticket requester if someone sent in a support request on someone else's behalf. The user who you want to set as the requester must be an existing user.
To change the ticket requester
- Open the ticket where you want to change the requester.
- Click directly into theRequesterfield in the ticket properties panel to change the requester.
- Begin entering a user's name, email domain, or organization name and the relevant results appear. Select the user. If the user does not yet have an account, add them by clicking+Add userat the bottom of the search results.
- ClickSubmitto save the ticket update.
After you've changed a requester, you can later see who the original requester was by checking the ticket's events and notifications.
Changing the ticket requester's organization
On Professional and Enterprise, end-users can belong to multiple organizations. If a ticket's requester belongs to multiple organizations, the ticket can be assigned to any of the requester's organizations.
When a user who belongs to multiple organizations submits a ticket by email, it is assigned to their default organization. When the user creates a ticket in your Help Center, or when an agent creates a ticket on behalf of the user, the user or agent can select the organization for the ticket. You can change the organization for a ticket, if necessary.
When a ticketis created through an API call, the ticket is assigned to the requester's organization_id as specified in the call. If the call doesn't specify an organization_id or specifies an organization_id that the requester isn't part of, the ticket is assigned to the requester's default organization.
When a requester is removed from an organization, any tickets associated with that user and that organization, will be assigned to the user's default organization if the user belongs to multiple organizations. If the user does not belong to multiple organizations, the tickets will not be associated with an organization.
- When an organization is deleted, any tickets associated with the deleted organization will be assigned to the requester's default organization. If the organization that was deleted was the requester's default organization, one of the requester's other organizations will be promoted to default, then any working tickets will be associated with the requester's new default organization. If the user does not belong to multiple organizations, the tickets will not be associated with an organization.
- In the ticket, click the currentOrganization, then select one of the requester's other organizations.
If the requester does not belong to multiple organizations you will not see the Organization field on the ticket. You can only choose an organization that the requester belongs to.
票的组织出现在抽搐ket and at the top of the ticket.
15 Comments
We've notice that when we change the Requester for a ticket, the new Requester gets notifications when a Public Reply is added, and the old Requester gets notifications of the Public Reply and the Internal Note (to include the text of both Public Reply and Internal Note.)
Is there a way to change Requester and ensure that the old Requester stops receiving notifications?
Hi Wendell!
The built-in default trigger "Notify requester and CCs of comment update" should help you with that. You don't have to update the conditions on that trigger since it's already set up the way you described it by default; not unless you configured the trigger's conditions.
If the trigger uses the "(requester)" or "(requester and CCs)" value for the "Email user" > "(requester)" action, that'll always keep up with whoever the current ticket requester is. With that setup, you don't need to change anything in the trigger itself.
Important note as a privacy/data security red flag. If the trigger's email notification includes a placeholder like
{{ticket.comments_formatted}},the new requester would be able to see the previous conversation between the support agent and the old requester. That could be alarming if the previous requester sent over their credit card number or provided any extremely sensitive information. I wouldn't suggest using a placeholder like that if you plan on changing ticket requesters often. Instead, use a placeholder that only looks at the latest comment like{{ticket.latest_comment}}.Best,
Customer Advocacy Team
I'm wondering about the behavior of ticket updates when a requesters organization gets changed. We are seeing that tickets created with a requester that dons't belong to an organization don't appear to update in data received via the api when they eventually do get added to an organization. That is, old tickets organization ids stay as null.
Do requester organization updates cascade to all tickets or only some?
Hi Eli,
Tickets that are in status other than Closed can still be updated. This means, the changes mentioned in the article above applies to tickets in New, Open, Pending, On-hold, and Solved tickets. When you change a requester's organization (assuming that this requester only has one organization), then the requester's tickets will be updated.
Closed tickets, however, will not be affected, because closed tickets can no longer be edited (seeCan I edit closed tickets?). Once a ticket is Closed, ticket properties, including Organization, will remain the same even if you change the requester organization.
Can I update the requester via the API? I need to update the requester on hundreds of tickets and I'd rather not do it one by one.
你sure can! You'll want to use the Update Many Tickets endpoint in the Tickets API, which will allow you to update up to 100 tickets at a time:Update Many Tickets
Thank you, Dave!
Hi @...
How can I automatically change the ticket organization for a user who has many organizations depending on the type of request using triggers? I was trying to do it using organization tags or fields but it's not possible.
Thanks.
Maria
HiMaky,
An organization cannot be set or changed through triggers and automations. The organization can has to be set uponticketcreation or manually updated by an agent in the ticket.
Somehow the button to change the requester directly from below the ticket subject disappeared over night. We have been using this a lot. Is this a bug, will it come back?
Katharina Beckmann, I am wondering if your instance was updated to Agent Workspace where there is no more change option. Instead you can now click directly on the Requester field on the left in the ticket form. It's simpler and one less click than the old change option.
Katharina BeckmannIm seeing the same change in our Zendesk instance. We are not using the agent workspaces, nor do I see any reference to this change in the recent changelogs.
亚博Are you able to provide some insights regarding this?
我们能改变这个吗?我担心gents will easily change the requester when it shouldn't be changed
This should at least be changed to only admins being able to change requester.
Are we able disable partial matches or "relevant results" appearing when an Agent is updating the Requester by copying and pasting the end user's email into that field? Partial matches displaying only increases the chance of an Agent accidentally selecting an incorrect requester. Partial matches for the Requester field doesn't feel relevant here, as the impact could be a privacy risk.
Instead of partial matches appearing in a drop-down, it would be more helpful for only the 'Add User' button to appear if the email inputted for requester does not already have a user created.
I appreciate any insights or steps to eliminating this issue you can offer. Thank you for your time and support.
Pleasesign into leave a comment.