So my help desk has some callers which need their phone numbers redacted from the tickets, and no phone number should be saved for them. Our solution is to create a generic caller user, we'll call The General. When we get a call, a ticket is created and because that person has never called before, a user gets created under their phone number.
My solution is to merge all these end users into The General, and then manually delete the phone number from the user record. We also then use the redaction app to redact their personal info from the ticket (as much as possible, since that app isn't working 100% right now, which is another issue for another time).
My questions are:
a) how can i create a view to tell me, as a supervisor, which of the previous day's users need to be merged, and
b) is there an automated way to merge these users in bulk?, and
c) how could i add a tag to these tickets so that i can easily find them? i want to use a trigger or automation that tells me a subject line has a phone number in it, or a bunch of tickets with new users are sitting out there for me to act on.
I need to figure this out because while this is a low volume situation now, in a few weeks we will have a lot of calls like this.
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