We have connected our Learning Management System (LMS) with Zendesk via Zapier, and every time a new user is created in LMS, Zapier adds it to Zendesk as a new end-user as well... so far so good.
The most important end-user field for us is the Phone number field which is being automatically filled out by Zapier in the correct format which is +12223334444. The problem that we have been facing is that when an already added user calls us, Zendesk still creates it as a new end-user instead of syncing it with the user already added.
The not-so-good workaround that we currently have in place is that we manually enable the phone number as '(direct line)'. Once that's done, the caller is recognized by Talk.
Is there a way to automatically enable the direct line for each end user that is created via our LMS?
Is there a way that we don't have to go through this manual process of enabling each end-user's phone number as 'direct line'?
Any way to recognize the already added end-user by Zendesk Talk based on their phone number?
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