Basic user info


  • Andrew J
    Community Moderator

    Hello David, I think you will find much of what you are after in Zendesk.  We don't use all of the features though.

    A chat will link through to a clients Zendesk detail (presuming you have some), I believe an incoming call will display client info.

    Obviously there needs to be some point where info is captured to confirm identify, but if a user is logged in, or completes the prechat form you should be fine.

    The new Zendesk features add more CRM like functions, allowing you to track what people have done throughout your helpcentre, tickets, and website I think.

    You will need to allow for some of the higher level plans to get everything I expect.  We are on Plus.

  • David Holeman


    Thanks for the reply.  We are on the enterprise edition.  Seems like I have the most info from a chat where I get phone number, email and name.  When I get email I get name and email address but Zendesk does not seem to link up the two to the same entity (maybe unless I merge in some way).  I only seem to have what's available for that particular mode of communication at the time. So If I get a new ticket with email, I don't have their phone number from a pervious interaction so can't txt or chat back.    
  • Andrew J
    Community Moderator

    Hello David,

    I see what you mean - if the email in a chat matches an existing email, you are able to look up the user and see other info.  If the email does not match, it will create a new user - which you can merge.  Once merged it will recognise either email.

    But phone numbers do not carry through I think... if this is the case, we should ask Zendesk to kindly fix this :)


  • Jessie Schutz
    Zendesk team member

    Hey guys!


    I'm not sure what you mean by a phone number being carried through...if the phone number is listed in their user profile, calls or texts from that number will be correctly identified in Zendesk and those tickets will be linked to them.

    If you already have a customer database that includes all of that information, you can just import it into your Zendesk so all of your current customers will already be set up for you.

    For new customers, it's just a matter of getting the basics from them the first time they contact you (email address, phone number, etc), so their profile is complete right from the get-go.

  • ton nirut


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