Requester Name Incorrect

14 Comments

  • Abdul Qabiz
    Comment actions Permalink

    Hi Lone

    I am pretty sure that Zendesk extracts the name correctly, and uses it. There must be wrong in your case. Does it happen with all tickets?

    Can you share raw (obfuscate -- to hide sensitive data) email source? You can find that by chooses events (instead of conversations) in ticket-view (just above comment list).

    Thank you

    Cheers

    -abdul

    --

    Abdul Qabiz
    diziana  •  twitter  •  linkedin  •  blog

    Team Diziana

    Diziana is creator of awesome ready-to-go Zendesk Help Center Themes, and has helped hundreds of organizations/companies with Help Center Branding and Customization.

    0
  • Lone Prairie Camp
    Comment actions Permalink

    Return-Path: <loneprairie@ps385941.dreamhostps.com>
    X-Original-To: support@loneprairiecamp.zendesk.com
    Delivered-To: support@loneprairiecamp.zendesk.com
    Envelope-From: loneprairie@ps385941.dreamhostps.com
    Received: from in4.pod13.usw2.zdsys.com (unknown [10.210.69.117])
    (using TLSv1.2 with cipher AECDH-AES256-SHA (256/256 bits))
    (No client certificate requested)
    by work10.pod13.usw2.zdsys.com (Postfix) with ESMTPS id 60BDC83420
    for <support@loneprairiecamp.zendesk.com>; Wed, 14 Mar 2018 20:08:37 +0000 (UTC)
    Received: by in4.pod13.usw2.zdsys.com (Postfix, from userid 65534)
    id 5CAD6CBFDA; Wed, 14 Mar 2018 20:08:37 +0000 (UTC)
    X-Spam-Checker-Version: SpamAssassin 3.4.0 (2014-02-07) on
    in4.pod13.usw2.zdsys.com
    X-Spam-Level: ****
    X-Spam-Status: No, score=4.8 required=5.0 tests=DKIM_ADSP_CUSTOM_MED,
    FREEMAIL_FORGED_FROMDOMAIN,FREEMAIL_FROM,HEADER_FROM_DIFFERENT_DOMAINS,
    HTML_MESSAGE,MIME_HTML_ONLY,NML_ADSP_CUSTOM_MED,TO_NO_BRKTS_HTML_ONLY
    autolearn=disabled version=3.4.0
    X-Spam-Zendesk-Score: 4.8
    X-Spam-Zendesk-Report:
    * 0.0 DKIM_ADSP_CUSTOM_MED No valid author signature, adsp_override is
    * CUSTOM_MED
    * 0.0 FREEMAIL_FROM Sender email is commonly abused enduser mail provider
    * (test[at]gmail.com)
    * 0.2 HEADER_FROM_DIFFERENT_DOMAINS From and EnvelopeFrom 2nd level mail
    * domains are different
    * 1.1 MIME_HTML_ONLY BODY: Message only has text/html MIME parts
    * 0.0 HTML_MESSAGE BODY: HTML included in message
    * 0.2 FREEMAIL_FORGED_FROMDOMAIN 2nd level domains in From and
    * EnvelopeFrom freemail headers are different
    * 1.2 NML_ADSP_CUSTOM_MED ADSP custom_med hit, and not from a mailing list
    * 2.0 TO_NO_BRKTS_HTML_ONLY To: lacks brackets and HTML only
    Envelope-From: loneprairie@ps385941.dreamhostps.com
    Received: from ps385941.dreamhostps.com (ps385941.dreamhost.com [173.236.244.28])
    (using TLSv1.2 with cipher AECDH-AES256-SHA (256/256 bits))
    (No client certificate requested)
    by in4.pod13.usw2.zdsys.com (Postfix) with ESMTPS id D2796C3277
    for <support@loneprairiecamp.zendesk.com>; Wed, 14 Mar 2018 20:08:36 +0000 (UTC)
    Received: by ps385941.dreamhostps.com (Postfix, from userid 14832625)
    id B15851E03338F0; Wed, 14 Mar 2018 13:08:35 -0700 (PDT)
    To: support@loneprairiecamp.zendesk.com
    Subject: New submission from LPC Email Subscription - 2440
    X-PHP-Originating-Script: 14832625:class-phpmailer.php
    Date: Wed, 14 Mar 2018 20:08:35 +0000
    From: FTest LTest <test@gmail.com>
    Reply-To: test@gmail.com
    Message-ID: <e4771de9f2a2ba204f7ee11bd0e6319d@loneprairiecamp.com>
    X-Mailer: WPMailSMTP/Mailer/mail 1.2.5
    MIME-Version: 1.0
    Content-Type: text/html; charset=UTF-8
    X-CMAE-Score: 0
    X-CMAE-Analysis: v=2.3 cv=QPVGuDDL c=1 sm=1 tr=0
    a=31fvnZjTyJ9Wfy+wnK04mg==:117 a=31fvnZjTyJ9Wfy+wnK04mg==:17
    a=U7BXlWGA7_0A:10 a=IkcTkHD0fZMA:10 a=x7bEGLp0ZPQA:10 a=hMMN486TSD4A:10
    a=65Lj2kn8Lx8A:10 a=v2DPQv5-lfwA:10 a=zd9AlV35c75j4I9IwtUA:9
    a=_W_S_7VecoQA:10 a=QEXdDO2ut3YA:10 a=mXfRtrXoCqknWgssAtGR:22

    <html>
    <head>
    <title>New submission from LPC Email Subscription - 2440</title>
    </head>
    <body>
    <strong>Name:</strong> FTest LTest<br>
    <br>
    <strong>Any specific interests and/or questions?</strong> Testing<br>
    <br>
    <strong>I would like to subscribe to:</strong> Newsletter Updates (~Monthly)<br>
    <strong>I would like to unsubscribe from:</strong>
    </body>
    </html>

     

    0
  • Lone Prairie Camp
    Comment actions Permalink

    I'd really appreciate some assistance figuring out this issue. As you can see, the name is included in the bolded "From:" field ("FTest LTest"), but the Requester name listed in ZenDesk is "Test" (ie. the first portion of the email address).

    0
  • Lone Prairie Camp
    Comment actions Permalink

    Does the blank name in the "Reply-To" field override the name in the "From" field?  I think that is the issue.

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey Lone Prairie! Sorry for the delayed response!

    We have a Support Tip that explains how to pull that information in. You can find it here.

    0
  • Lone Prairie Camp
    Comment actions Permalink

    @jessie , That article is helpful in that it confirms that ZenDesk takes the name from the "From:" field when possible.  However, it doesn't explain why that isn't working my case.  Does the blank name in the "Reply-To" field override the name in the "From" field?

    0
  • Gail Leinweber
    Comment actions Permalink

    Hi Lone Prairie, 

    I'm Gail from the Support team and I'd like to pull this question into a ticket so we can look at some account specific information. You will be receiving an email about that shortly! 

     

     

    0
  • Lone Prairie Camp
    Comment actions Permalink

    So the Requester name is generated from the "Reply-to" field (if present) as I surmised - Thank you ZenDesk for confirming that.

    It is my understanding that the RFC for email does not allow anything but an email address in the "Reply-To" field (ie. one can't add a name in a "Reply-To" field).  If so, couldn't/shouldn't the ZenDesk system check whether the email address matches the "From:" field and then use the name from there?

    0
  • Nicole - Community Manager
    Comment actions Permalink

    HI Lone Prairie - 

    Did this get answered in the ticket you had with Gail, or is do you still have this question? 

    0
  • Lone Prairie Camp
    Comment actions Permalink

    I was directed to create a suggestion since the current implementation is less than ideal: https://support.zendesk.com/hc/en-us/community/posts/360001094407-Requester-Name-When-Reply-To-Field-isn-t-Blank

    0
  • Nicole - Community Manager
    Comment actions Permalink

    ah, okay. Thanks for doing that!

    0
  • Lone Prairie Camp
    Comment actions Permalink

    Where did my suggestion go?  The link above doesn't seem to work anymore...

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Lone Prairie Camp -

    Sorry about that! It looks like it was erroneously moved into the archive. It should be live again now.

    0
  • Benjamin Koehler
    Comment actions Permalink

    Hi Doug,
    If you're using a form on your website or a third party form submitted through the email channel, your Zendesk doesn't have chance to grab the user information. You can remedy this by connecting your form via the Zendesk API channel.

    There is a great step-by-step guide for using the api channel for a form in a document called: Building a custom ticket form with the Zendesk API

    Ben Koehler
    Customer Advocate
    bkoehler@zendesk.com

    0

Please sign in to leave a comment.

Powered by Zendesk