Requester

Who is Requester?

A requester is a name given to a person who creates a helpdesk ticket via any channel.

All the tickets have detailed data about requesters next to their names. This provides increased context to the people who deal with the tickets in question. It means the ticket handlers are aware if requesters have created tickets about similar issues in the past, how satisfied are they with any of these earlier dealings, what kind of new issue they reported, etc.