How can I stop Zendesk allowing me to send an email to a phone number?

1 Comments

  • Jessie Schutz
    Comment actions Permalink

    Hi Emma!

    The best practice here would be to train your agents ask the caller for their email address to check whether they have a user profile in your Zendesk. Doing this at the beginning of call lets your agents identify whether the user has an existing profile and, if they do, see any other tickets they might have open.

    If the customer already has a user profile with an email address in your Zendesk, you can add the phone number to the existing profile, or merge the two profiles together.

    If the caller does not have an email address on file with you, your agents can add the caller's name and email address to the user profile that was created from the phone number.

    Once either of those tasks is completed, any subsequent calls will come in under the existing user profile - Zendesk will automatically set the correct requester.

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