I am trying to find a better way to organize our users & organizations. What I really mean when I say this is this: I wish Zendesk had a better way of keeping track of multiple phone numbers, in a logical way, rather than just having the ability to designate direct lines and then “other” lines. ie. Mobile, Office, Fax, etc, with the ability to designate one of those as “direct” or “main,” so that when we call that contact, it automatically chooses that number unless we say otherwise.
As a company, we use phone as our primary method of communication, followed by email and fax (required when dealing with certain government or government-related agencies). We recently switched to Phaxio w/ Zapier to bring the ability to fax into Zendesk, as this way we can keep track of faxes, and to ensure we link the "fax sent successfully" tickets back to the Problem ticket. We often have 6, up to (I believe this is our record) 90 incident tickets per Parent ticket. We are currently watching the Side Conversations threads to see if/when they are going to implement suggestions that will make it useable by us.
Let's say in the organization Acme's Trucking, we have 3 people: Trish, Johan and Robert. They each have a mobile number, the office number, and Trish has a fax number, plus an email address for each.
In our current scenario, in order to have the fax sent properly, we have to have a separate contact for Trish JUST for faxing (ie. Acme Trucking --> Trish (Fax), as there is no way to differentiate which number is the fax number from the office and mobile numbers. In this small example, you may just say I should build a solution into the Zap in Zapier that would pick it out for Trish, however when you have hundreds of numbers that you fax regularly, there doesn't seem to be a nice way to do that.
A second part of our current scenario: Texting out from Zendesk. I have created a nice work around with macros and triggers that will send a text to someone. Again, this requires that they either only have their mobile number in the user profile, or there's a separate profile from their main with just the mobile number.
You can see how we can end up with a huge amount of user profiles, if even 1/4 of our contacts have a fax number, forget mobile numbers, or direct lines.
Ideal solution: More advanced organization & user profiles.
1) At the organization level, we can add an office level (easily able to be updated rather than going through all the users for an organization and changing a number should that ever be necessary)
2) At the user level, more direct power to label the different phone numbers (mobile, office, direct, fax, etc), and then be able to pull meaningful data from those to use in Zapier and other integrate-able products. (ie instead of just "Requester Phone", be able to pull from any of the option listed above (mobile, office, direct, fax, etc).
3) The ability to select which number you want to call, text, or use in a particular submission/update of the ticket.
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