Question
Why are existing users not correctly identified when they call in on Zendesk Talk?
Answer
There are two requirements for Talk to be able to identify an existing user from their telephone number:
- The number in the user's profile must be formatted with the internationally standardized E.164 format, for example, +16175551212. For more information, see the article: What are the accepted phone number formats for Talk?
- The number must be marked as the user's direct line. Zendesk cannot identify a user if they are using a shared number.
The newly created user (Caller) can be merged into the desired end-user profile. When the customer calls from that number in the future, they will be identified as the correct end user upon ticket creation. For more information about merging users, see the article: Merging a user's duplicate account.
Note: Calls from numbers shared across multiple users, or shared numbers, will be associated with the original user who has the number marked as their direct line. For more information see the article: Understanding how phone numbers are linked to end-user profiles.
2 Comments
We work in healthcare, so often times callers are calling from one main organization number, not necessarily a direct line. In other words, several callers may call from the same number.
Are there any solutions or suggestions to avoid this confusion? Such as 'Organization'-level numbers? OR perhaps the ability to add the same number to multiple end-users (in which Zendesk would automatically merge the Organization name instead of one callers name when that number calls in)?
What you're looking to accomplish is currently not supported. The end-user's account will only display the user's name if the caller is calling from a number that is listed as a direct line. Additionally, organization-associated numbers are not possible - they are only available at the user level.
If displaying the organization name is a high priority, you could edit the user profile that has the organization's number listed as a direct line, and change the end-user's name to also be the organization name. This way, any calls from that number will show "Org XYZ" as the caller.
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