Why are random Talk tickets suddenly assigned to this single user?
When a caller with a blocked caller ID calls into your Talk number, the ticket is created under user Unknown Caller. Since anyone can call in with a blocked number, you will usually see many different users's tickets under the Unknown Caller user.
How to handle this profile:
There are two options, depending on your workflow:
- If you are not consistently merging each incoming unknown caller into a named user as the tickets come in: Do not update or make changes directly to this profile. When Agents wish to update the requester on a Talk ticket whose requester is Unknown Caller, make sure to change the requester to either a newly created user, or by finding the existing user.
- You can merge the current Unknown Caller into an existing user. **Only use this option if you are going to do this every time a new unknown caller calls in.