How to Change the Requester of a Ticket in BoldDesk
In BoldDesk, the Requester (also called the Owner) is the person associated with a ticket they create for themselves or a ticket created on their behalf by an Agent. A requester can be a Contact (customer) or an Agent. A ticket may have only one requester at any given time.
Changing the requester of a ticket is an Agent‑only action. This functionality is available only in the Agent Portal, and only Agents with the “Edit Requester” permission can perform it. Contacts/Customers cannot change the requester.
This guide shows Agents how to change the requester from the Ticket Details page in the Agent Portal.
Steps to Change the Requester of a Ticket
- In the Agent Portal, open the Tickets module.
- Click the ticket you want to update to open the Ticket Details page.
- On the right panel, locate Requester Details.
- Click Edit.
- In the requester selector, click into the field (or dropdown).
- Use the Search box to find the right person.
- Select the new requester from the list. The change will take effect immediately after selection.
To correct requester mapping across multiple tickets, you can update requesters in bulk. BoldDesk supports Bulk Update for up to 100 tickets at a time, and Requester is one of the fields you can bulk update. Explore How to Bulk Update the Multiple Tickets.
Only users possessing the Edit Requester or Edit cc permission can manually modify the ‘To’ and ‘CC’ fields in a ticket, respectively, to ensure the correct recipients are specified.
Troubleshooting
“Edit” is missing in Requester Details
The agent role likely does not include Edit Requester permission. Enable Edit Requester in the agent’s role.
The requester did not change after selection
Re-select the requester from the search results and confirm the selection completes. (This article describes immediate apply on selection; no separate save step is documented.)
Need to update requesters across many tickets
Use Bulk Update (maximum 100 tickets per bulk action). Explore How to Bulk Update Multiple Tickets in BoldDesk.
Frequently Asked Questions
-
Can I change the requester after a ticket is created?
Yes. Agents can change the requester from the Ticket Details page. -
Can an Agent be the requester of a ticket?
Yes. A ticket requester can be an Agent. -
Can a contact/customer change the requester?
No. Only Agents can change the requester, and only in the Agent Portal (with permission). -
Can a ticket have two requesters?
No. A ticket can have only one requester at any time. -
Can I add another recipient to the same ticket instead of using CC?
No. BoldDesk supports only one requester per ticket. Use the CC field when replying to include additional participants for email updates. -
Is there a way to correct requester mapping across many tickets?
Yes. Use Bulk Update to change requesters for up to 100 tickets at a time. -
Where do I find the requester field on a ticket?
On the Ticket Details page, in the right panel under Requester Details. -
Do I need to save after selecting a new requester?
No. The change applies immediately after selection.
