Matt Winer

James Hanley  I'm sorry to read above that this has been marked as “not planned”.  I cannot express the amount of confusion my users are having with this “Welcome email”. 

I know this welcome email may work for some, but Zendesk is all about the Customer Experience. Talk about a horrible and confusing CX! We activated our help center so we can build out articles for AI Agents. Our help center for this brand is not going to be customer facing at all. I don't want to send article links to customers.
But, now, if a customer sends in an email, starts a message on the web widget, or we create an API call (zapier) for a customer request. They are getting an email that says “create a password". ???‽!‽!! When, meanwhile, maybe their question is “how do I access my photos” but now they get an email that says “create a password and sign-in”. To what, access photos? NO, to edit their customer service profile???? Our requests are nearly all one touch, our customer service to them is nearly ephemeral. There is zero need to setup a password or access their profile to anything other than the product we provide to them. But now they are being requested to setup another password that takes them nowhere. 
I'm sorry if I've missed something here, if I have, please set me straight because the way I've read and under this is so frustrating for me, my team, and my customers.

I know this may work for some, but Zendesk is all about the Customer Experience. Talk about a horrible and confusing CX! We activated our help center so we can build out articles for AI Agents. Our help center for this brand is not going to be customer facing at all. I don't want to send article links to customers.
But, now, if a customer sends in an email, starts a message on the web widget, or we create an API call (zapier) for a customer request. They are getting an email that says “create a password". ???‽!‽!! When mean while maybe their question is “how do I access my photos” but now they get an email that says “create a password and sign-in”. To what, access photos? NO, to edit their customer service profile???? Our requests are nearly all one touch, our customer service to them is nearly ephemeral. There is zero need to setup a username/password or access to anything other than the product we provide to them. 
I'm sorry if I've missed something here, if I have, please set me straight because the way I've read and under this is so frustrating. 

Hey Greg Katechis just wanted to bump this back up. 

So to sum up.  We have our customer data in our POS/CRM system. When a ticket is created (typically via email), if that customer does not exist in Zendesk, then a new user is added to Zendesk. 

But that user account in Zendesk doesn't have a phone number so we cannot directly dial that customer via Talk.

So what is the best way to make sure Zendesk gets the details? 

My thought is, when this user account is created, we make a webhook request to our CRM to pull in data? Probably best idea right? 

Hello Greg Katechis, yes if the customer's phone number is in the customer's account in zendesk, then the dial button on the Ring Central app is active and able to click.  

We are only recently getting into the "talk" world.  Our business has shifted our phones to AT&T Office at Hand, which is built on the RingCentral system. 
I have RingCentral app installed in ZD, and if I select a ticket where the customer's phone number is in their account, then I can click "dial" in the RingCentral app.  Perfect.

Additionally we have written a custom app that creates a CRM style lookup next to the ticket. So we can see all the info of the customer in our system.  In this CRM style app we see the customer's phone number. But since it's not sitting in the zendesk system, there's no "Dial" button.

I know there are many ways to approach this. But what is the best? 

I figured I could either:

1. when a customer (user) is created in in zendesk, send a webhook event to our system to create an API call to ZD add phone to user's account
2. when our custom CRM app loads for a ticket, maybe at that time we send an API to zendesk to add phone? 
3. in custom CRM app, create a call button, to initiate a call that way. Will that outbound call be tracked by RingCentral App? I really don't want to have to write an entire custom ringcentral app.  Initiating a call here or there is ok. But I don't need to build what is already built.

I have attached a screenshot of our app.  

Whether we are using omnichannel or not, are we able to customize greetings based on info pulled from an API call?  Since we have the customer's number in our DB, when a call comes in are we able to say "Hello Samantha, are you calling regarding....." ?

Yeah, us little guys have product releases and updates we need to push at launch time too.  This way I can have the dev team and CS team working on stuff in parallel and when everything is ready to launch we publish the app and the updates in one swoop.

Here are the three scenarios: