Update/Add public requestor information

Hello! Our department will be ingesting quite a few tickets from public requestors (non-users) and do not plan on creating a new user record them. Is there a way for us to create a ticket on behalf of a public requestor? Or, if a public requestor submits a ticket on their own, is there a way for us to update the Requestor Name and/or Requestor Email fields?

A scenario we're expecting is: Person B forwards an email from Person A. Person B's name and email will be captured on the ticket, but if Person A is the primary customer, we'd like to be able to add their name and email to the ticket details.

Thanks in advance!
chelsea

Asked by chelsea doyle on Tue 6/14/22 12:14 PM
Sign In to leave feedback or contribute an answer

Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 6/14/22 1:13 PM

Hello Chelsea,

The only way(s) a person is able to be reached from within a ticket are as follows:

  1. A Customer record at minimum must exist so you can add them as a contact or as the Requestor of the ticket.
  2. You use the ticket Update feature to notify other email addresses and manually enter their address any time you wish to post a new comment thread to that person, or at least use it one time to begin a thread with them and continue to comment on that thread every time they need to be informed about something.

Text-only requestor values have no other way to be modified short of the tech creating a Customer record quickly for them from the Edit screen of the ticket.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

No feedback