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
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In the Agent Portal, open the Tickets module.
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Click the ticket you want to update to open the Ticket Details page.
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On the right panel, locate Requester Details.
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Click Edit.
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In the requester selector, click into the field (or dropdown).
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Use the Search box to find the right person.
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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. Learn more on How to Bulk Update the Multiple Tickets.
To change a ticket’s requester, an agent’s role must include the Edit Requester permission.
Frequently Asked Questions (FAQs)
1. Can I change the requester after a ticket is created?
Yes. You 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. This action is available only to Agents in the Agent Portal (subject to permission).
