Warum werden manche Benutzer nicht richtig identifiziert, wenn sie Nachrichten über WhatsApp senden?



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Sabra

Zendesk Customer Care

Bearbeitet 16. Apr. 2025


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13 Kommentare

Have to agree- this is not ideal. This same issue does not exist in similar software like Freshworks. It appears to be more of a Zendesk issue than it is Whatsapp.  Any plan to fix this? 

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Is there a plan to fix this? This should work the same way a new Talk ticket associates with an end-user with a matching phone number.

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Hello, could you provide information in this article by editing or adding details about why this might happen? Is it due to regulations from WhatsApp or Zendesk?

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This is basically trying to pass faulty user management on ticket creation as expected behaviour, no other channels behave like this and it can create issues as agents unknowingly won't have visibility on a user's ticket history, any chance to have this fixed any time soon?

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Isso é extremamente inadmissível. 

Você faz o cadastro correto dos seus clientes para simplesmente o Zendesk “ignorar isso” por se tratar de um WhatsApp e não criar o ticket no usuário correto.
Te forçar a fundir usuários, sendo que se trata de um SISTEMA e ainda querer te cobrar por usuários (pois a cobrança de whatsapp é via usuários) isso é antiético. 

Alem disso, a busca via telefone para conseguir encontrar esses casos não funciona corretamente, pois o usuário pode ser criado com o numero de telefone em diversos formatos, nunca segue um padrão, isso é extremamente rídiculo. 

 

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This is unacceptable, mainly because ZENDESK CHARGES PER USER.

This is a SYSTEM, I shouldn't have to do MANUAL USER MERGER.

You are not delivering the minimum of a CRM system.
This is not acceptable.

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Hello Patrick, 
I will be opening a ticket on your behalf for this issue so I can collect relevant details. You will find the ticket in your email.

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Hierfür finde ich leider keine passenden Worte. 

In meinem Fall betrifft es einen Agenten, der nun per Whats-App geschrieben hat. Den neu angelegten Endbenutzer kann ich nicht einmal mit dem Agenten zusammenführen.

Was für eine fürchterliche Planung von zendesk.

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We created an automation to auto-merge WhatsApp users. If you're interested, feel free to reach out to us: https://knots.io/zendesk-apps/

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Hi, thank you for the information.

Is there any plans on getting this fixed?

This wouln't be the expected behaviour when you have already a complete profile with the correct WhatsApp number, since it requires the agent to spend time on doing a manual merge instead of recognizing the existing profile.

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