Import Facebook User Data into Tickets
Would love the ability for Facebook users to give permission to share their user information with Zendesk (e.g. First/Last Name, Email Address, City, State) when interacting via private message. Our agents spend a lot of time copying/pasting user info back and forth when at least some of it could easily be imported if that user gave permission.
James here from the Zendesk Product Team.
Adding profile information from connected social channels is something that we're looking into.
I know you gave some examples, but is there anything in particular your agents are copying and pasting from Facebook that you would like in the profile?
Really the examples I gave are exactly what my agents are having to get from customers, and then copy/paste into the ticket. We are a school picture company, so typically we ask for their school information and can fill it in from there. However, if a customer was given the ability to share their profile information with Zendesk and auto-populate the ticket with their First/Last Name, email, city/state, this would cut down on a lot of extra work for my agents.
Got it, thanks Matt.
One followup - once the information is in Zendesk, are you doing anything with it? For instance, using it in triggers, automations or other business rules? Or is the goal to simply give your agents more understand of the schools?
That's a good question, James. Right now, we're simply using the information to categorize by city/school. However, I'm new to this role and learning more about Zendesk every day. In the future, if more of this process was automated, I'm sure a lot of our workflow could end up being automated as well. Lots of moving pieces in that question. Wish I could be more firm in my answer!
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