Automatically find contact information and change the ticket requester.
About Change Ticket Requester by Knots
Fix Tickets Created with the Wrong Requester in Zendesk
Tickets from forwarded emails or external systems often have the wrong requester. Change Ticket Requester automatically detects the correct end user and updates the requester field when tickets are created, before an agent ever opens the ticket.
How Change Ticket Requester Works
When a new ticket is created, the app scans the ticket content and looks for identifying information such as email addresses, names, or other contact details. Based on the patterns you define, it updates the requester field automatically so the ticket is linked to the correct customer from the start.
This happens instantly and requires no manual work from agents.
If the correct requester information is contained in an attachment, such as a scanned document or PDF, the app can be combined with Knots OCR for PDF and Scanned Documents to extract and apply that data automatically.
Key Features and Benefits
- Automatically update the requester field on ticket creation
- Detect requester data from emails, forwarded messages, and ticket text
- Optional extraction from scanned documents and PDFs via OCR
- Send automated replies to the correct end user immediately
- Prevent replies going to the wrong person
- Reduce manual cleanup and preserve accurate ticket history
Get Started for Free
Try Change Ticket Requester by Knots free for 14 days. Set up takes just a few minutes. Complimentary assistance is available.
About Knots
Knots builds practical automation tools for Zendesk teams. Our apps reduce manual ticket handling, improve data quality, and help support teams operate more efficiently.
Other Knots apps include Ticket Parser, OCR for PDF and Scanned Documents, Ticket Language Detection, Merge Duplicate Tickets, and more.
Privacy Policy
Installation
Simply click the install button to Install within Zendesk.
- In the Zendesk navigation menu click on the app icon in order to configure your parsing service.
- You will need an account for Knots.io middleware service.
- Follow the setup process and activate your trigger
If you have any questions or suggestions related to this app, please get in touch with us at [email protected]
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