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 must have only one requester at a 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.

When Should You Change a Requester?

You may need to update a ticket’s requester in situations such as:

• A ticket was created for the wrong contact.
• Responsibility needs to be transferred to another customer.
• An employee leaves an organization and another person takes over their requests.
• An agent creates a ticket on behalf of a customer and later assigns it to the actual requester.
• A customer asks for another person to manage the ticket going forward.

Steps to Change the Requester of a Ticket

1. In the Agent Portal, open the Tickets module.
2. Click the ticket you want to update to open the Ticket Details page.
3. On the right panel, locate Requester Details.
4. Click Edit.
   
   
   
   
   
5. In the requester selector, click into the field (or dropdown).
6. Use the Search box to find the right person.
7. Select the new requester from the list. The change will take effect immediately after selection.
   
   
   
   
   

Update Requesters Across Multiple Tickets

If you need to correct requester assignments for many tickets, use Bulk Update.
BoldDesk supports bulk updates for up to 100 tickets at a time, and Requester is one of the supported fields.
For more information about bulk update, explore How to Bulk Update the Multiple Tickets.

How the Original Ticket Requester Continues Receiving Updates

When a requester is changed, the original requester or ticket creator may no longer receive future ticket updates.
To maintain visibility, you can create a Ticket Automation rule that automatically adds the ticket creator to the CC list whenever the requester changes.

Example Scenario

1. John Smith creates a ticket.
2. An agent changes the requester to Sarah Johnson.
3. A Ticket Automation rule detects the requester change.
4. The rule automatically adds John Smith to the ticket’s CC list.
5. Sarah Johnson becomes the active requester, while John Smith continues receiving ticket updates.

Steps to Automatically Add the Ticket Creator to CC

1. Open Admin Center.
2. Go to Automation → Ticket Automation → Update Ticket Triggers.
3. Create a new rule, or open an existing rule to edit.
4. Configure the Trigger Condition then click on next to customize the action.
   • Condition: Requester is changed from Any to Any
     
     
     
     
     
5. Configure the Action:
   • Action type: Add CC
   • Value: Creator
     
     
     
     
     
6. Click on add to save the rule.
   
   
   
   
   

Required Permissions

Only agents with the appropriate permissions can manage requester-related settings.

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

1. Can I change the requester after a ticket is created?
   Yes. Agents can change the requester from the Ticket Details page.

2. Can an Agent be the requester of a ticket?
   Yes. A ticket requester can be an Agent.

3. Can a contact/customer change the requester?
   No. Only Agents can change the requester, and only in the Agent Portal (with permission).

4. Can a ticket have two requesters?
   No. A ticket can have only one requester at any time.

5. 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.

6. 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.

7. Where do I find the requester field on a ticket?
   On the Ticket Details page, in the right panel under Requester Details.

8. Do I need to save after selecting a new requester?
   No. The change applies immediately after selection.

Related Articles

1. How to Bulk Update Multiple Tickets in BoldDesk
2. How to Create Tickets on Behalf of a Requester in BoldDesk