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How to avoid sending email to users who have only a phone number in their contact list?
Posted Aug 14, 2023
There are some user profiles from whom we have only a phone number, means we have not recorded any email address in their user profile's contacts section. In many cases, the agent can still create a public message within the ticket and if they don't check the user profile, they will think that they have updated the ticket via email and the ticket will be pending for customer reply, even though the customer has never received any email.
I couldn't find any native solution from zendesk to get an error message or something to inform the agent that they cannot send an email to that user. so I tried to create triggers & views to filter tickets that were updated via email without having an email address in user profile. But I couldn't identify such a tickets properly, as I couldn't find any way through triggers to find out which user profile has email address recorded or not. The only way for me so far, is filtering via the channel that ticket is created/updated or if the update has been via email or not, which cannot target the right tickets and there are always many tickets selected incorrectly and still manual monitoring is needed.
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2 comments
Jacob the Moderator
Hey Ethan Rostami 👋
I have a few thoughts that relate to what you're experiencing here.
Some feel strongly that agents should always ask for a customer's email address when that is not a given (sometimes even then to verify identity), If you will be sending out surveys or intend to reach out by email, I agree, you should.
On the specifics of dealing with unresponsive requesters, I would suggest implementing a bump-solve flow (sometimes bump-bump-solve) using automations. This will send an email sometime after the most recent agent update (e.g. 24-48 calendar hours) on pending tickets, and if no response comes back (e.g. a few days later), another automation will solve the ticket.
Setting this expectation 👆 with the requester in the email is important.
If you have some other reasons for wanting to flag tickets by requesters who have no email, you could achieve this using a trigger and webhook, but from your description, this shouldn't be necessary.
I hope this helps you out!
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Jacob the Moderator
The article I linked to makes it out to be more complicated than it needs to be, let me know if you'd like simpler directions.
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