What is a Requester?
A requester is a name given to an individual who creates a helpdesk ticket via any channel. He or she is listed as a matter of course among other customers by the helpdesk.
All the tickets, in the main, have 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 raised tickets about identical issues in the past, what their level of happiness was with any of these earlier dealings, and how influential they are socially etc.