How to Change the Requester on a Zendesk Ticket Automatically

Managing post-purchase communication can get messy, especially in e-commerce environments where order confirmations and status updates flood your Zendesk inbox from “no-reply” email addresses. 

While these notifications are useful, they create a frustrating challenge for support agents: how do you respond directly to the actual customer when their email isn’t the one associated with the ticket?

That’s where the Ticket Parser Autofill App comes in - automating what’s often a slow and repetitive manual process.

The Problem: "No-Reply" Emails and Manual Workarounds

Let’s take a common use case. 

You’re a seller on Amazon Marketplace. When a customer places an order, Amazon sends you an order confirmation email. 

But the sender? Usually a no-reply address.

If a support agent tries to respond to that ticket directly, the message never reaches the customer. So agents end up doing the following:

• Manually scanning the order details to find the customer’s email.

• Adding the customer as a user in Zendesk.

• Manually changing the requester on the ticket.

It works, but it's incredibly inefficient, especially when dealing with dozens (or hundreds) of similar tickets each day.

The Solution: Change the Requester on Zendesk Tickets Automatically with Ticket Parser Autofill

The Ticket Parser Autofill App eliminates this repetitive work by automatically extracting the customer’s email from the ticket content and updating the requester field for you.

Here’s how it works:

Step-by-Step: How to Set Up the Automation

Install the app from the Zendesk Marketplace 

You’ll find the Ticket Parser Autofill app ready to integrate into your support workflow.

Create a new workflow

Let’s name it Change Requester. This workflow should be triggered whenever a new ticket is created.

Define what to extract 

In this example, we want to extract the customer’s email address from the first message in the ticket (i.e., the ticket description). The app uses pattern matching to detect a phrase like:

Buyer Email: customer@email.com

Just configure the app to find “Buyer Email:” and capture the email address that follows.

Test the extraction

The app includes a built-in test tool so you can ensure it’s grabbing the correct email before going live.

Set the extracted email as the requester

Once the app correctly pulls the email, configure it to automatically update the ticket requester using the extracted value.

Enable the workflow

Activating the workflow also creates a Zendesk trigger that runs it every time a ticket is created.

Add optional filters

You can fine-tune the setup—for example, only run the workflow if the email is from known automated sources like Amazon or Shopify.

The End Result: No More Manual Edits

Let’s look at the result in action:

• A new ticket arrives with order details from Amazon/corresponding marketplace.

• Within seconds, the app parses the email, identifies the customer’s address, and sets them as the requester.

• When the agent opens the ticket, everything is ready—they can reply directly, and the customer receives the message.

No copy-pasting. No user creation. No ticket editing.

Ready to Work Smarter?

If you’re looking to reduce repetitive work, streamline your post-order support, and respond faster to real customers, the Ticket Parser Autofill app is a smart upgrade.

✅ Easy to set up 

✅ No coding required 

✅ Fully integrated with Zendesk triggers 

✅ Saves hours of manual effort each week

You can install it from the Zendesk Marketplace or check out our full setup documentation here. And if you need help, our support team is just a message away.

Improve your workflows, let the automations do the repetitive, boring stuff—let Ticket Parser Autofill handle the heavy lifting for you.

Ask for a demo today.

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Written by Sorin Alupoaie

Sorin Alupoaie is the founder of Swifteq, an experienced software technologist and entrepreneur, he loves shipping products that solve painful customer problems. Sorin strongly believes that any Customer Service interaction represents a huge opportunity for a business to listen and improve how they deliver value to customers.