Ticket Requesters: Automatic and Manual

A ticket's requester is the person who raised it. A ticket can have several requesters, and one of them is the primary requester. You can also add CC recipients who receive updates.

Added automatically

Plenix adds the requester automatically for each way a ticket can come in:

Ticket source	Requester added
Email	The sender
Client portal	The signed-in portal user
Device agent	The user signed in to the device, under the device's company
Chatbot	The visitor's name and email, when they gave them
Desk (New ticket)	The requesters you pick or type in

Each requester is linked to a CRM contact:

• If a contact with that email already exists, it's used. Empty details on the contact, such as company, phone or job title, are filled in, but nothing is overwritten.
• If there is no contact, one is created with every detail available: name (worked out from the email address when no name was given), email, phone, job title and company.
• Plenix chooses the company in this order: the ticket's company, then the person's company in your client Users lists, then a company with the same name, and finally a company whose website or email uses the same domain as the sender. The domain match is only used when exactly one company matches. Public mail providers such as Gmail or Outlook are ignored.

Add a requester from the ticket window

1. On the ticket, click Add next to Requesters.
2. Search by name or email. The search shows people at the ticket's company. Click Search all companies to look further.
3. Click a person to add them.

Add someone new

If the person isn't in Plenix yet, use Add a new person in the same panel:

1. Enter their full name, and optionally their email, phone and job title.
2. Their company defaults to the ticket's company. Click the × to choose a different company.
3. Leave Also add to the company's Users ticked to add them to that company's Users list too. This needs permission to create CRM records.
4. Click Add Requester.

The person becomes a requester and their CRM contact is created at the same time. If they're already on the ticket, Plenix tells you instead of adding them twice.

Primary requester

The first requester added becomes the primary requester. To change it, use Make primary on another requester.

Related

• Reading SLA timers
• Account managers and clients managed