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


  • Official comment
    Jessie Schutz
    Zendesk team member

    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.

  • Travis Tubbs

    While I understand the answer provided to ensure the team's workflow is accurate is an understandable one, it doesn't address the actual issue. For those of us with smaller teams, things can get a bit hectic where workflows aren't followed to the T.

    I think Emma's request to be provided with a notification or the preventing of sending a Public Reply if there is not an email address is a reasonable request. I would love to see this. It'll help agents realize "Oh... crud. I forgot that." and hopefully reach back out to the customer (by phone) to correct that error.

  • Brett Bowser
    Zendesk Community Team

    Thanks for taking the time to share this feedback Travis! I'll be sure to pass this feedback along to the appropriate team :)

  • Sovellin Oy Ltd (EMEA RESELLER) (PRM)

    Sounds like a reasonable requirement that Zendesk UI would notify the agent if requester does not have an email address in the profile. These kind of requester profiles are created from contacts from different channels, not just Talk, and agent would not easily see directly, that they cannot contact these users by email. It would help if Zendesk would separately inform agent about the missing email address.

    With existing ticket this could be notified in many ways, in user selection it could just say "no email address" below the name: 


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