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Change requester with triggers

  • April 4, 2017
  • 6 replies
  • 0 views
M

We want to be able to change the requester of a ticket with a trigger, is this possible in Zendesk? 

We have walk-in desks (IT Support) within our company and we are looking into ways for colleagues walking in to create tickets directly on the spot. We've now come up with a workaround based on Google Sheets, some automation in the form of an e-mail to Zendesk and triggers that will pick up the tickets and assign it to the correct people. The only problem is that the requester is always the same person (the one who's configured from e-mailing from the Google Sheets solution). We need that to reflect the actual colleague who is walking in. The email address from this person is send in the body of the email which could be the basis of the trigger.. 

All in all there might be a much simpler solution for this in Zendesk so all suggestions are welcome :) Thanks! 

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    6 replies

    D
    • Diziana11
    • April 5, 2017

    Hi Marcelo

    I am not sure if you can do it without using API and targets. You can use an approach like one mentioned here: https://support.watchmanmonitoring.com/hc/en-us/articles/214633663-Zendesk-Automatically-changing-the-Requester

    I am also curious to see if there is Zendesk only solution.

    Cheers

    -abdul

    Team Diziana 

     

    M
    • Marcelo17
    • Author
    • April 10, 2017

    Thanks for your reply Diziana! We're now looking into the API, thanks for the tip :)

    J
    • Jessie17
    • April 12, 2017

    Hey guys!

    I'm not totally clear on the workflow here...who's walking in, and who's submitting the ticket? Why can't the requester be set by the person creating the ticket? I'd love some clarification so I can see if there's something else that might work.

    M
    • Marcelo17
    • Author
    • April 12, 2017

    Hi Jessie!

    So basically we have walk-in IT support desks where people can come in and get instant IT support. The thing is, we want end-users to be able to log a ticket themselves on a Desktop/Laptop/iPad in the walk-in desk area.

    The solution we came up so far (thanks to Diziana) is by making use of the API connected to a user interface.

    J
    • Jessie17
    • April 18, 2017

    Ah, I see!

    I'm glad you were able to get it figured out! If you're interested, you could share that solution in our Tips & Tricks section. You can help other users and get swag!

    Nicole17
    • Nicole17
    • July 20, 2019

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