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Phone numbers not being replaced when updating via Zapier

Beantwortet
Manuel Mora

Hi All đź‘‹

I am new to zendesk and have really been loving it.  Our business uses a home services application to manage work orders, customer contact info, and a/r.  Zendesk support has become our new hub for customer support and I have been trying to use Zapier to keep zendesk in sync with our other software. 

 

In my other software, I have a report that runs daily show any accounts with updated contact information.  That report is sent as a csv to a zapier email which triggers a zap.  The problem I am running into is when a new email or phone number is passed to the zap, the phone or email gets added as a second item rather than REPLACING the phone or email.  I'm curious what I am doing wrong and how I can fix this.

 

Thanks so much for the help!!

5 Kommentare

  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hi Manuel Mora,

    This is expected behaviour. I am not familiar with Zendesk Zaps, but basically, you will need to utilise additional API end point. So, maybe you will need to create your own actions.

    You will need to perform extra steps after adding a user email address or phone number with the intent of replacing existing ones:

    1. List user identities or sideload them with the user API and iterate over them to obtain the new and old identity ids
    2. Set the new identities primary
    3. Delete old identities

    Using these API docs you should have the information you need create the additional calls. I hope that helps.

    1
  • Cynthia Kam

    Hi Ahmed Zaid 
    I saw on the Delete Identity page that this is only allowed for Agents. Does this mean we are not able to do this for end-users? 

    0
  • Manuel Mora

    Thank you very much Ahmed, I will have to give this a try next week when I have some more free time to tinker.  Appreciate your quick help!

    0
  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Cynthia Kam

    An agent can certainly perform the action FOR your end users. End users are allowed to add identities, but not remove old ones. Probably a security measure.

    I think it is unlikely that you would want users to interact with the API themselves to manage their own identities to that extent anyway. The most likely use case would be for SSO or similar middleware that is managed by admins receiving authorised input.

     

    0
  • Cynthia Kam

    Thank you Ahmed! 

    0

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