How does Zendesk set the user's profile name in requests received via email?

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4 Comments

  • Scott Grim

    Hello,

     

    Is there a way we can set the profile name by the name ticket fields the end user fills out?

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  • Brett Bowser
    Zendesk Community Team

    Hey Scott,

    You'll most likely need to use a combination of triggers and targets along with the Support API to automatically set the user profile name based on the information populated in your custom ticket field.

    I've attached some documentation that I believe you'll find useful for setting this up.

    Let me know if you have any other questions.

    Cheers!

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  • Chris

    Hello -- we used to update customer profile names from tickets from our Help Center/ "Guide" Ticket Form (80% of all tickets) using a Zendesk v1 app "Requester Profile Name App"

    It seems this has become depreciated last week with no obvious replacement app.

    I would imagine having a "Your Name" box that updates a user's profile name would be an extremely common, almost ubiquitous, use-case among Zendesk's customers. That's because with Ticket Forms, you do not receive the user's email "Name' meta-data --- only the email address itself which can often be gibberish.

    Is there a more focused guide here for achieving this?

    I thought I read once that updating things via Targets could be slightly risky, especially when 80% of our ticket volume (50,000 legitimate requests per month) would be using either an app or trigger to update the Requester Name via a Custom Ticket Field.

    Otherwise I will try to put something together using triggers + targets --- I just wasn't sure if that was the recommended best practice.

     

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Chris,

    I did some digging on my end and I think you're on the right track. You'll most likely need to use a combination of Triggers and Targets to update the users profile name. The race condition would be an issue if you're using a trigger/target to update ticket ticket, however, since you're updating the user profile instead then there shouldn't be an issue.

    Let me know if you have any other questions!

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