create/change reporter

[Will]

We are setting up a service desk to process customer contact forms that are filled out on our website.  The tickets that come through to us have our website Listrak email address as the reporter.  I am wondering if there is a way to pull the email address from the ticket description and create a user/make it the reporter.  The goal is to be able to send automated email replies directly to the customer without having to manually create a user and then assign the new user as the reporter.

[Mandi Chiancone · Accepted solution]

Hi Will,

In order to create/change the reporter you would need to create the user as a Customer in the service desk and then you can change the reporter. 
What we have done is:
Add Organizations then Add Customers to that organization.  You can change multiple tickets, if needed using the 'bulk change' option as an Administrator.

Additionally, you can Add Customers one at a time if that is easier for you.  In the issue itself you would navigate to the 'Reporter' section in the right hand navigation pane and change the user.  You cannot change the user until they are a customer.  

[Will]

Great thanks Amanda