Associates can now change the requester (customer) on an email ticket when the wrong person was attached—without recreating the ticket or losing the conversation history.

Open an email ticket, open the ⋯ Actions menu in the top right of the ticket screen, choose Change requester, review the current requester, and enter the new customer email (pick an existing customer or create one with a required name). Confirm to rebind the ticket. initdesk keeps the full thread, adds an internal system note documenting the change, and refreshes sidebar context, plugins, recent tickets, and the reply To address for the new identity.

If your organization has CC email routing enabled, you can optionally check Keep previous requester on Cc (off by default). The action is email-only and follows the same inbox access rules as other private ticket actions. It is not available on trial organizations—contact support if you need it during trial.

Use this when a colleague forward, shared inbox address, or early triage mistake stuck the wrong customer on the ticket. Be careful when plugins are keyed to the current customer email, and when self-service is enabled: the new requester gains portal access to the entire thread, and the former requester loses it.

For a fuller walkthrough, see Wrong customer on an email ticket? Fix the requester without losing the thread.