freshservice workflow that can change the requester of an emailed ticket

  • 22 September 2022
  • 1 reply

Userlevel 3
Badge +6

Does anyone have a way to change the requester of an emailed ticket using workflow?

Someone sends an email to FS to create a ticket, but they want all notices and communications to go to someone else.



Best answer by zachary.king 23 September 2022, 16:59

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Userlevel 7
Badge +14

Hello @JTAVOLARO, how would you identify the person they want the notifications to go to? Would the person sending in the email indicate who that would be?

There are a couple ways to do this but ultimately you need the value of the “New” requester and then you can trigger a webhook to hit the Freshservice API and update the requester to the “New” requester value for that ticket.

Hope that helps.