Plan requirement
| Subscription | Any plan |
| Access | Admin |
Not directly. Triggers cannot read a name out of the message, and the workarounds are worth knowing.
Why it is asked
Forwarded email. A colleague forwards a customer's message, becomes the requester, and the real customer is buried in the quoted text. Everyone wants Zendesk to work out who it should have been.
Why triggers cannot
A trigger can test whether text contains something. It cannot extract a value from it and use that value as a field. The requester has to be an existing user, matched by address, and there is no step that finds an address in a body and looks it up.
What actually works
- Agents change it by hand. Two clicks, and it is the honest answer for occasional forwards.
- Stop the forwarding. If a colleague forwards regularly, the customer should be writing to your support address, or that colleague should be creating the ticket properly.
- The API. An integration can read the body and set the requester. Real work, and worth it only at volume.
- Zendesk's own handling of forwarded mail, which recognises some forwarding patterns automatically. Worth checking whether your case is one of them before building anything.
The habit that prevents it
When an agent fixes a forwarded ticket, CC the person who forwarded it. They stay informed, and they learn what happened without being told off.
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