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Change open ticket to a different requester

Related products:Freshdesk
  • February 25, 2014
  • 13 replies
  • 49 views
W
Apprentice

I am testing out the FreshFone option and am having it forward directly to voice mail, which will then automatically open tickets. There is no way to assign the ticket to a requester that is already in the system. You should be able to do a search and pick a requester, but you cannot do so. We cannot properly use FreshFone without this feature. 


I think you should be able to change requesters on a ticket in general. There are times one staff member might email FreshDesk on behalf of the "real" requester, or even an IT staff member might email FreshDesk on behalf of the "real" requester. Therefore, there should be an option to select the appropriate requester...


Thanks!

Will

13 replies

W
Apprentice
  • wbailey
  • Author
  • Apprentice
  • February 26, 2014

Just to clarify: This apparently is only happening with tickets created by the Freshfone option. I want to change the requester from the captured phone number to a requester in the system. So I click on More, Edit, but the "Search a requester" field is not active. For other tickets (not created via Freshfone), this field IS active. So, perhaps this is a bug or there is an admin setting somewhere else that needs to be changed. I'll look. I'm in contact with support about this as well.


Will

P
Contributor
  • pault
  • Contributor
  • June 16, 2014

Just in general it would be good to be able to change the requester. We have lots of situations where this is necessary. If an internal person forwards an email request from a customer, the ticket gets created as the internal user not the customer. We then have to create a new ticket and merge the old one, quite tedious. 


Please can we have this functionality added soon?

S
Community Debut
  • stigove
  • Community Debut
  • June 17, 2014

I too would like to have the ability to change the requester.

As mentioned above by others, the helpdesk might forward an email to freshdesk to get a ticket assigned, and would then need to modify the requester field to reflect the correct requester/contact.


Another scenario is if the contact that reported the issue got replaced (vacation, sickness, etc), we would need to be able to change the requester to the new appropriate contact.


This is very important for us!

S
Community Debut
  • stigove
  • Community Debut
  • June 17, 2014

Update!

Freshdesk pointed me to the solution:


"In case, you do have to change the requestors name, click on the particular ticket>> on the right hand top side, click on "more" >> edit>> key in new details."



B
Community Debut
  • brettz
  • Community Debut
  • May 19, 2015

A problem I have found when you change the requestor on the ticket is that now when you send a reply within freshdesk, in the quoted text it credits the part of the email chain that came from the person who forwarded the email to freshdesk to the new requestor. This means that when the person you set as the new requestor receives the reply email back if they look at the email chain there will be a part saying they wrote the following but it was actually written by the person who forwarded the email (the ticket's original requestor).

F
Community Debut

More -> Edit is gone now! There's no way to change a requester at all anymore.

T
Contributor
@Zach
As an example, when the Source is Outbound Email you cannot edit the ticket - to bypass this restriction, you have to change the source.

Maybe you would also be interested in an app to add the Edit button on the toolbar ( and warn you when ticket cannot be edited ):
https://support.freshdesk.com/support/discussions/topics/313350/#post-506750

F
Community Debut

@Thanos

Ahha, that was the problem. I find it very strange that they disallow editing tickets created by sending email. Thanks for the pointer!

B
Community Debut
  • bcoday
  • Community Debut
  • March 7, 2018
Do we know if there's any plans to add this to the Mint view? It's frustrating to have to switch view in order to edit.

 

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

@Brandon: Here's how you can quick edit the requester/ticket information in the MINT interface :


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

@Brandon We hear you. We're bringing back the option to edit ticket details under the ... (three dots) menu. The change is expected to go live today or tomorrow.




@all: Please let us know if this change makes it easier for you and your agents to edit the requester/subject of the ticket.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
N
Community Debut
  • nicole_15282
  • Community Debut
  • December 10, 2018

Did this end up going live? I don't see the option to edit the requester under the 'more' menu. My workaround is to switch to the old interface, and change the source to 'Portal', then the Edit option will appear. Mint UI doesn't have a source dropdown so when that goes away we'll be stuck. Any idea if there's another way to do this? 

O
Contributor
Forum|alt.badge.img+7

The requester can be changed on most tickets, but not all. Depends on the source as you probably know. And the source still cannot be edited in Mint. It is useful to be able to edit the source in cases like yours and there are a number of discussions in this forum requesting it.

Apart from the obvious problem of not being able to modify the requester in a few cases, it also means that we see one of two strange results in this field, meaning we don't use it for reporting.

But Mint is being pushed through even if it leaves users with problems like this...

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