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.
- Type a name, an email domain or an organisation name, and pick the right person from the results. Not in Zendesk yet? +Add user.
- Submit.
If the field is not editable for you, your admin has restricted it. It is a permission, not a bug.
Two tickets you cannot do this on: a closed one, and one that is shared with another Zendesk account. On a closed ticket the way round it is a follow-up ticket with the right requester.
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. Zendesk can prevent this: with Enable email forwarding on, a forward from an agent or admin sets the original sender as the requester, provided the subject contains fw or fwd and the From: line and the address sit on the same line in the body.
- 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 to their organisation. You can only pick an organisation the new requester belongs to, and where they belong to several you choose which one. Notifications from then on go to them. Earlier comments stay as they were, so the thread still shows who wrote what, and the ticket's events and notifications still show who the original requester was.
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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