Announced on |
Rollout starts |
Rollout ends |
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Jan 18, 2022 |
Jan 18, 2022 |
Jan 21, 2022 |
We are delighted to announce that we updated the contact details experience to give your customers better self-service control over their contact information. Your customers can now add up to 10 email addresses and phone numbers or remove email addresses and phone numbers that they no longer need.
What’s changing, and why?
Previously, help center profiles were only able to display one primary email address and one phone number. Therefore, your customers could have multiple emails and phone numbers in their Support profile that were not reflected in their help center profile.
We have extracted email addresses and phone numbers to a new Contact details modal to give your customers the ability to manage their contact information without contacting the customer support team. Customers can now add up to 10 email addresses and phone numbers. They can also delete email addresses and phone numbers, request verification emails, and assign primary emails and phone numbers. See Help Center guide for end users.
How will this affect me?
We’ve added links to Contact details in two places. First, your customers can click Manage contact details in the Edit user profile modal to open the new Contact details modal.
In addition, if you have an unmodified Copenhagen theme (see Using the standard Copenhagen theme in your help center), your customers can now open Contact details directly from the user profile drop-down menu. You might not see changes to the theme immediately as we are rolling out the update to the Copenhagen theme over the next weeks.
If you have customized your theme (see Customizing your help center theme ), you can add {{contact_details role="menuitem"}}
to header.hbs to display the new menu item in the user profile menu.
We recommend using the following code snippet if you don’t get the automatic updates to your theme. A new experience will allow your customers to access Requests, Contributions and Contact details from any help center page as the links are placed in the user drop-down menu.
<div class="dropdown-menu" role="menu">
{{#my_profile role="menuitem"}}{{t 'profile'}}{{/my_profile}}
{{link "requests" role="menuitem"}}
{{#link "contributions" role="menuitem"}}{{t "activities"}}{{/link}}
{{contact_details role="menuitem"}}
{{change_password role="menuitem"}}
{{link "sign_out" role="menuitem"}}
</div>
These changes to the theme are optional. If you choose not to update your theme, your customers will still be able to open Contact details from the existing Edit my profile modal.
6 Comments
This is great news. What we'd like to see next is the ability to create ticket fields that are linked to the fields on a profile.
e.g a Phone number ticket field is created and added to a ticket form, when the customer submits the ticket request including their phone number in the ticket field... the number would then be added as a phone number to the user profile.
Currently this is all updated manually by agents.
Thank you Amie for the feedback.
This feature doesn't seem to be working on my end. It will pop up for a moment, then disappear. I have the code above in place (with the exception of excluding contributions/activities).
Hi Claudia Holifield,
Could you please submit a ticket to Zendesk so we can look closely at your case? Thanks!
Hi there,
I would like to turn off this feature because we use SSO with our own system to authenticate and manage users in Zendesk. I think there might also be a potential security issue here as a result.
I have "Allow users to view and edit their profile data" turned off in my end user settings, but this feature is still available. How can I remove it?
Hi James,
Thank you for bringing our attention to this. Could you please create a ticket for Zendesk?
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