How to tag users in all tickets?

5 Commentaires

  • Sarina

    Apologies, I realized my original post could use some additional explanation: In our current Zendesk set up, users can either submit tickets via email (to a company email address that then brings them to our help desk) or a customized web form. I have noticed that users who submit their requests via email show up as "Users" when we search for them in Zendesk, whereas those who submitted requests via the web form do not - their tickets have a flag that says "{User} was not signed in when this comment was submitted". Is there any way to change this such that all users, regardless of how they submit their request, show up under "Users" when searched?

    0
  • Heather Rommel
    Community Moderator

    Hi Sarina,

    I think when Zendesk says "{User} was not signed in when this comment was submitted", it's just a warning on the ticket itself, I am not aware of any issue where the user that sends in a ticket via webform doesn't get created as a user.

    Are you saying the requester isn't being set on tickets submitted by webform? if the requester *is* being set, is the user the correct user? 

    Sometimes I notice my search lags behind a bit - something to keep in mind. For example if Mary Smith sends in a ticket, she doesn't show up in search for about 10-15 minutes.

     

    0
  • Sarina

    Hi Heather Rommel,

    In response to your question Are you saying the requester isn't being set on tickets submitted by the web form?, I think my answer is yes. At the very least, there seem to be a fairly large number of tickets (all of which have been submitted by the web form) in which the requestor is not being tagged as a "User" in Zendesk.

    I have attached two screenshots to show what I am seeing - one is an instance where the requestor does appear under "Users" and the other is an instance where they do not. Any insights that might explain why this difference occurs would be a big help!

    0
  • Dan Cooper
    Community Moderator

    It's possible that the user profile doesn't have the name populated.  When an email is sent in, there is typically message metadata included that includes the name of the user.  For the web form, I'm wondering if it's only collecting the email address.  If you look at the ticket directly, do the breadcrumbs show the user's name?

    I'm not working from an open help center myself, so I can't validate this but I found a few resource that might help you understand some of the surrounding behaviors: 

    0
  • Sarina

    Hi Dan Cooper ah yes, I think this could be the problem. Our web form does not ask users to enter in their name; it only collects email addresses. I am guessing we would need to add a separate field to the form to collect requesters' names if we wanted to start collecting this metadata for tickets submitted via web form.

    In any case, thank you for sharing these resources! I'll take a look at them and continue to explore the issue a bit further, but this is helpful for now.

    0

Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk