Assign to requester based on email address in description of ticket

We do something where we want a ‘requested for’ to replace the requestor and have the original requestor added as a CC’d user. We use a ‘web request’ node to fire off the following endpoint.
https://[yourFSdomain]/api/v2/tickets/{{ticket.id_numeric}}/api/v2/tickets/{{ticket.id_numeric}}

with the following body:

{
  "ticket": {
    "email": {{variableWithEmail}}
  }
}

You would need to use an expression node to get the email by itself into a variable.

Something similar to this may work for you. Let me know if you need more specific help.

Hi @mythumbsclick,

There is another thread with the same ask as you so you could check if that solution helps - 

Got this working nicely now. Thanks for your pointers!

(I marked my answer as the best answer accidentally - How can i change best answer to the below reply?)

I don’t suppose you’d be able to share the process that you’ve used for this, as I’m looking to do the same.  I have Office 365 sending the alerts into Freshservice, but struggling for the syntax and workflows to use to generate tickets that contain the requestor from the alert content.