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Over the course of handling a ticket, you’re likely to gather contact information which should be added to the Requester’s profile in Zendesk. However to do so you have to leave the ticket. Or at least you used to - not any more! You can use the Zendesk: Update Ticket Requester steptype to update the requester right from the FlowEQ app. You can also use the button to use variables from elsewhere in Zendesk or other systems integrated with FlowEQ to fill in fields automatically.

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Step Configuration

In addition to the general step configuration options, this step has the following specific options that can be configured.

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Email

If your Zendesk instance focuses on text-based support, this field is likely already available in the ticket Requester. But if you want to give your team the chance to review and edit it, you can click the button and select the variable Zendesk: Customer Email , or you can type it in manually: <%= zendesk_customerEmail %>

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First Name, Last Name, and Phone

Here your team can be asked to enter the Requester’s full name and phone number manually. If the customer already provided these in separate fields when they first submitted their ticket, use the button to fill in these fields with the appropriate variables for your team members automatically.
Last modified on May 7, 2026