Plan requirement
| Subscription | Any plan |
| Access | Agent |
A ticket raised by the wrong person, or forwarded by a colleague, ends up on the wrong requester. Changing it takes a moment.
Change the requester
- Open the ticket.
- In the properties panel, click the Requester field.
- Search for the right person, or create them if they are not in Zendesk yet.
- Submit.
If the field is not editable for you, your admin has restricted it. It is a permission, not a bug.
Where wrong requesters come from
- Forwarded email. A colleague forwards a customer's message and becomes the requester, with the real customer buried in the quoted text.
- Shared mailboxes. Mail from an info address makes the address itself the requester.
- Agents creating tickets without setting the requester to the customer.
What changes when you change it
The ticket moves to the new person's history and, if they belong to an organisation, to that organisation. Notifications from then on go to them. Earlier comments stay as they were, so the thread still shows who actually wrote what.
Add the original sender as a CC. The colleague who forwarded it usually still wants to know how it ends. Changing the requester without CCing them means they hear nothing.
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