Understanding how Talk handles unknown callers

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3 Comments

  • 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. 

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  • Dave Dyson
    Zendesk Community Manager

    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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  • Frits van Dee

    According to this article phone numbers must match the E.164 format. We enabled "validate phone numbers". In a specific contact profile the "fake" phone number for example is  +12345678901. The internal note on the created ticket from a phone call shows: +1 (234) 567-8901

    The ticket is not assigned to the contact.

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