Understanding how Talk handles unknown callers

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  • Sydney Neubauer

    Hi there,

    Will there be any change to the profile that already exists for Unknown caller?

  • Philipp Kratzer

    Hi there,


    will there be a possibility to automate deletion of end-users who are associated with the unknown caller - call who have no tickets in their account?



  • David Garceau

    This change appears to have no practical purpose other that to add more admin work, why are you doing this???

  • Ryan Mumby

    I'm with David - what practical purpose does this serve? Those of us with high volume don't really want to have to deal with this on a regular basis. The old way could still have the requester changed up until closure, right? So whats the benefit?

    There doesn't appear to be any rational included in this article or https://support.zendesk.com/hc/en-us/articles/360052110314 

  • Brett Bowser
    Zendesk Community Team

    Hey Philipp,

    I did some digging on my end and there's not way to automatically delete these profiles unless you were to create a script using our API.

    @Ryan and David, Thanks for sharing this with us and I do apologize if this has caused you extra legwork. I'll be sure to pass this feedback along to our Product Managers so they're aware.

  • David Garceau

    This is a ridiculous change that makes no sense to us and definitely adds extra work. If it was a requested change that works for others then set it up to allow the account admin the choice on how WE want to handle our unknown callers.


  • David Garceau

    Having to deal with tracking and handling unknown callers is already hard enough. This change has done nothing but create a nightmare for me to deal with. Thanks but no thanks. Please tell the product team to come up with a way for this to be a choice before my choice is to switch to another platform.

    There has been no justification as to WHY this was done so its just ridiculous to make such an annoying change that CREATES admin work.


  • Rob Grant

    It's interesting that this post begins with the suggestion that "Talk automatically associates the phone number of the incoming call with an end user in Zendesk Support" as we have an enormous issue where this is not the case. 
    Literally thousands of our clients have a duplicate record of 'anonymous' calls because they do not have their profile set up as a direct line.
    Manually associating each duplicate profile would take hundreds of hours of work and may potentially lead to data breaches (due to the massive potential for human error). 

  • Jenny Gillett
    Zendesk Product Manager

     Hi all,

    Thank you for your feedback and we do apologise that this change has not been received favourably for some and is causing you extra admin work.

    The reason we introduced this change was to address requests from users and to reduce the risk of human errors in the agent workflow that could result in assigning a call to the wrong user.  When Talk assigned all calls from unknown callers to the same end-user, this required agents to merge tickets manually to existing end-users or create a new user. This was a huge painpoint for many customers, as it made it possible for agents to mistakenly merge tickets from the "Unknown Caller" group into the wrong end-user. For this reason they welcome the change in behaviour.   

    Having said that, we do not want to be fixing a problem for one group of customers and introducing a problem for another.

    We have taken onboard your feedback and are actively working on how best to address it as soon as possible. In order for me to make sure I fully understand, I will reach out to you directly via email.

    I will post in the thread again once I have an update.

    Thank you in advance for your patience.
  • Leo Medalla

    We also encounter this same issues with Customers calling in and Talk not being able to recognize their phone numbers to associate it to the customer profile in Zendesk. Any news on how Talk can keep up with customer library? I'm thinking it still has to do with phone number format. 

  • Dave Dyson
    Zendesk Community Team

    Hi Leo,

    Could you provide a hypothetical example (not using anyone's real contact information), so we can better understand your situation?


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