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's 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 requester is Unknown Caller, They will want to make sure to change the requester a newly created user, or by finding the existing user within your Account. They can do so by selecting the option Change at the top of the ticket, after the requesters name.
- The next option is, agents 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.