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Matching tickets from different customers
Beantwortet
Gepostet 24. Jan. 2022
Hello to all!
we do not use emails in zendesk chats to identify users, but only use first name, last name.
Is there a way to somehow match tickets from the same users in a chain of hits? (as it usually happens when creating a ticket using email)
Maybe there is a way and a tool or a way to do it?
context: our users create chats/tickets through the standard zendesk widget.
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2 Kommentare
Dan Nolan
There's side-panel apps that can show the agent the user's other tickets, like Five Most Recent but what you really need to do is require info from the user to start a chat. The best way to stay organized with customer information is to enable the pre-chat form, and you can even customize it.
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Support team
Hi Dan Nolan !
Thank you for reply. "Five Most Recent" app work normally with customers without emails (I think no)?
I'm looking to zendesk external_id , but Zendesk doesn't give to me any cases about using external_in. "Just go to read manuals"
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