When we receive tickets via Talk, the requester is a phone number. Often we need to follow up by email and send links to help articles and so on, but when I do this, as the requester is still the phone number, it doesn't get to the customer.
I'm not expecting Zendesk to know who to send it to, but surely there can be a warning that I'm trying to submit the ticket to a phone number? Ideally it would prompt me to reselect the requester.
Am I missing something?
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