Why are Talk tickets being assigned Unknown Caller?
When a end-user with a blocked number calls your Talk account, that user will be displayed as Unknown Caller and all tickets created will be assigned to the user Unknown Caller. Since anyone can use a blocked number to contact your account, you will usually see many different users' tickets under the Unknown Caller user.
How to handle this profile
There are two options, depending on your workflow:
- When agents wish to update the requester on a Talk ticket whose current requester is Unknown Caller, they will want to make sure to change the requester to a newly created user using the caller's name and phone number, or to the existing user with that name and phone number, already in your account. They can change the requester by selecting the option Change at the top of the ticket, after the requester's name.
- Alternatively, agents can merge the current Unknown Caller into an existing user. Agents should only use this option if they are going to immediately merge Unknown Caller every time a new unknown caller calls in.