Emily McCarthy

Hi Brains Trust

Hoping for some help on a particular use case. We have our Web Form in the Help Centre that is open access (e.g. users don't need to log-in to access). We request the user to fill in their Name and Mobile which are custom ticket fields (along with email which is a standard Zendesk field for webforms). 

Where the user is new to Zendesk, a user record will be created, but it will create with the Users Name as the left hand side of their email address (before the domain). This looks unprofessional in the acknowledgement email, as we've specifically collected their name in the form but not used it. It will also create work for the agent to remember to update their user record to copy the name and mobile (if provided).

I was looking to using a Webhook, but I don't think I can use this to update the standard Zendesk fields on the user record (e.g. Name & Phone). 

Anyone facing this same issue and has any solutions?

Thanks in advance!

Thanks Brandon for the quick response on an old thread!

1. Thanks for the suggestion, I'll take a look at bit.ly.

2. We considered a field, but we don't currently push our CRM data into Zendesk so new contacts are created when someone contacts the help desk via phone. I wanted to avoid having a step where the agent has to select whether they have the correct number on their user profile, as user management is not well embedded yet. I was thinking that we could use the subject and identify mobiles by the number code (i.e. Aus mobiles are +61 etc.)

Hey Brains Trust

I've been trying to get the SMS set-up to send the satisfaction URL and it's working well, except for two issues. Would anyone be able to assist with these issues?

1. The link in the text message is not a clickable link - just free text. Am I missing something to make it clickable from the SMS without have to copy it and paste into a URL?

2. We don't always have an SMS contact for our users, is there a way to flag this in the trigger? Currently the ticket will re-open from solved because it couldn't send the SMS. I can't figure out a way to flag if a user profile has a mobile number, and build that into the trigger. I think a workaround is to use the ticket subject where it has 'Phone call received from xx' but hoping there is a better way to do this as subjects can be edited.

Apologies if these have been covered in the tools & tips links - I get an error when I try to access it.

Thanks in advance!

Hello,

We have a business requirement to track channel migration for end users. We want to be able to understand where a user has contacted via one channel and then contacted via a different channel in a short period of time (i.e. if they couldn't get in touch via phone and moved to email/web)

Is there a way to track this in Explore?

Thanks!