How to merge FB, email, and Shopify customers?

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5 コメント

  • David Raboy
    コメントアクション Permalink

    Hi Sam,

     

    I think what your saying is you don't want multiple tickets per channel like how it is default, but instead as another "note" as part their shopify case that's already created?

    thinking off the top of my head here.  One workaround would be to "link" tickets and you can do that with this  linked ticket app. You can manually assign the other channel tickets to the "parent" shopify order.

    https://www.zendesk.com/apps/support/linked-ticket/

    My next question I had was, great how can I automate that?  However I don't think there is a way to specifically trigger this by default....  As noted here, someone was asking the same thing. https://support.zendesk.com/hc/en-us/community/posts/115009086468-Linked-Tickets-Can-you-create-linked-tickets-through-macros-triggers-or-automations-  

    At least the linked tickets will help you keep them organized together?  Otherwise maybe a custom app might be needed in this case.

    Let us know here if you find another or automated workaround as sounds like an excellent use case.

     

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  • Jessie Schutz
    コメントアクション Permalink

    Hey Sam!

    I think I understand your question correctly here, but correct me if I'm wrong. You're observing that a new user profile is created for the same customer if they contact you via a channel they haven't used before, and you want to know how you can make sure their Shopify info shows up in their profile.

    If I'm on the right track here, you can just merge those duplicate user profiles together. So, if John Smith has contacted you via email and Facebook, and his Shopify account is associated with his email address, you can just merge the user profile created by the Facebook message into the main profile with his email address. All of his tickets will show up in that profile, and his Facebook contact info will be included as well. So regardless of which channel he uses in the future, those tickets will all be associated with the same user profile and all the Shopify information will be pulled in.

    Let me know if I misunderstood your question!

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  • Jordan Cousins
    コメントアクション Permalink

    Hey Jessie Schutz,

    Is there a way for Zendesk to surface the email address that is linked to the user's Facebook profile, & then automatically link up the customer's two profiles (email user & facebook user)?

    I know there's a permissions issue here between Zendesk + Facebook, but not sure of the intricacies of it. 

    The reason I'm asking is that, while your solution above works, it's really annoying to actually use. Team Members will rarely go searching to find if another user account already exists, and as there are more companies that offer omnichannel-support (or at least multi-channel support - like Zendesk is now) it would be very useful to have these profiles linked automatically.

    So, to deliver on the 'omni-channel' part of what Zendesk says it does, it would be great to have this automated, rather than forcing a Zendesk user to have to go through the search, find, confirm, merge steps each time. I'm sure the company I work for is not alone, in that there are more and more customers contacting through Facebook/Messenger/Twitter etc channels and having to update each account manually is just a ridiculous amount of effort and a huge time waster (or, it's just not done at all).

     

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  • Jordan Cousins
    コメントアクション Permalink

    Hi Jessie Schutz, just checking on the above comment from 3 months ago? Is there a better way than manually merging profiles. 

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  • Nicole - Community Manager
    コメントアクション Permalink

    Hey Jordan, 

    Jessie has moved on to a different role at Zendesk, but I'm looking into this for you to see if we have an updated workflow we can recommend. It's possible that some of the offerings from Sunshine might be able to help. I'll get back to you as soon as I find out what's currently available. 

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