How to manually set the requester of a ticket?
Sometimes customers are reaching out to your support anonymously (they are in private mode or they are not logged in on your website). In this case you need to manually set the requester of the ticket.
Here is the example of someone reaching out anonymously on the support ( the chat called him 'Illustrious Hummingbird') with a question about his order, meaning that he is already a customer. The agent asks for his email address. Then the agent sets firstname.lastname@example.org as the requester of the ticket in order to display all the information about this customer.
- When you are in the ticket, on the right search bar, search for the email address of the customer you want to set as requester.
- Click on his profile.
- Click on set as requester.
You're all set!