Requesters/End-Users leave organizations all the time. If someone has many tickets open, it's time consuming to go through each one and change each one manually.
The standard Bulk-Edit dialog should be updated to include requester in the list of fields.
It's been quoted as a "security issue" before, so perhaps it should be Admin only if that's such a concern.
The API is not an easy solution for Agents who are responsible for managing their Organization's tickets.
Today I literally spent 3 hours updating 300 tickets manually because there is no other option to this issue. The value add of Zendesk just went to negative today. The ROI of this function is a lose - lose scenario.
+1
Yes please!
How is this a security concern? The details of the change will be logged.
As the OP said, users leave organisations all the time. Just spent an hour manually updating requester for this very reason.
+1
Can we get some official response on this please? This takes far too long when we're trying to add one of our existing email addresses as a support address and first have to to change requester for any tickets previously sent from that address.
If you're updating the requester on all the leaver's tickets to the same person, I think the 'Merge into another user' feature on the User page will achieve the same thing?
The lack of being able to bulk edit requestor has us looking for an alternative to zendesk honestly.
When we receive a large quantity of automated tickets for which there doesn't exist an integration for it can take hours to change each requestor individually so issues can be tracked and recorded in an accountable fashion.
Are there any plans to introduce a workflow for this?
We would like to be able to do this as well. I know that the "best practices" recommends "only" suspending the account. In our case, however, we need an actual working user as the requester in order to get a response to our (e.g., help desk staff) requests for more information, updates, and so on. For whatever reason, our users are much more likely to respond to such a ticket update if they are the "requester of record" than if they are "only" CCd.
@Nicole, I know that your question was directed at Jim, but just to pile on here, we would literally use this feature multiple times every day. It is our number one functionality issue with Zendesk and we get asked about it every time that we train a new agent in for the reason that Casey mentioned above.
Thanks, Clark. Can you tell us more about why you receive large numbers of automated tickets? That's not a use-case I've come across before.
There are a number of tools, such as monitoring platforms, that Zendesk does not currently integrate with. In order to utilize these tools alongside Zendesk, we leverage ticket creation via email. Since the email is not coming from a known, human Zendesk user, that means that we need to change the requester to the appropriate user to allow for ticket tracking and general reporting.
Ultimately, we're changing the requester on tickets on average a couple dozen times per day, but in the not uncommon scenario that there is some sort of large scale monitoring event, we could have to do it across many dozens of tickets.
No problem, Nicole.
As mentioned, this is a continual pain point for us. Is there any likelihood that this feature will actually be implemented in the near future?
Hi Clark -
I'll have to check in with the product team to see if they have a solution for this problem in the works currently.
Hey Clark, just following up - we don't have specifics at this point, but there are some big projects planned for several areas of the workflows next year, and this thread is included in the info we're passing to product as they consider what changes to make.
There may be some improvements to this in the next year, but as I said I don't have specifics yet, and I wouldn't expect to see those changes for several months at the earliest.
Thank you for your input!
Hi Casey -
Not at this time. The product teams are continuing to work on big improvements to CC's and agent workflows, but bulk editing is not something that has risen to the top of the list yet.
This would be super helpful to be able to do this. I have 2 people who no longer work for the company with over 400 tickets assigned to them. I can not delete them because they are requesters on the tickets. Would be nice to transfer to a new requester so I can delete the admin who is no longer with us. Please work on this request.
That would be a nice feature to have. We have come across this on multiple occasions and changing the requested manually is a pain.
Our use case if when an Agent has requested multiple tickets, internal requests, and leaves the company, we need to change the requester so someone else can pickup on the replies and the Pending notifications.
Please implement when possible.
+1
It's crazy this doesn't exist as you have to retain users after they have left the business if they are the requester on a ticket.
Hi all,
+1 for this feature.
I created an automation to work around this.
Hope this can save some of you some time
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thanks for that additional detail, Jim!