By default, the requester of a ticket is the submitter. The submitter is the user who created a ticket. For most businesses that use Zendesk Support, the requester is a customer, but requesters can also be agents in your Zendesk Support instance. The user who is asking for support through a ticket is the requester. Requesters and submittersĮvery ticket has a requester and submitter. Use the Tickets API described in the rest of this document to let agents and admins manage tickets. Therefore, use the Requests API to let end users view, update, and create tickets. End users can only see public comments and certain fields of a ticket. A request is an end user's perspective on a ticket. A ticket is an agent's perspective on a ticket. Zendesk has both a Tickets API and a Requests API. All tickets have a core set of properties. Tickets can originate from a number of channels, including email, Help Center, chat, phone call, Twitter, Facebook, or the API. Tickets are the means through which your end users (customers) communicate with agents in Zendesk Support.
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