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Matching tickets from different customers
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投稿日時：2022年1月24日
Hello to all!
we do not use emails in zendesk chats to identify users, but only use first name, last name.
Is there a way to somehow match tickets from the same users in a chain of hits? (as it usually happens when creating a ticket using email)
Maybe there is a way and a tool or a way to do it?
context: our users create chats/tickets through the standard zendesk widget.
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2件のコメント
Dan Nolan
There's side-panel apps that can show the agent the user's other tickets, like Five Most Recent but what you really need to do is require info from the user to start a chat. The best way to stay organized with customer information is to enable the pre-chat form, and you can even customize it.
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Support team
Hi Dan Nolan !
Thank you for reply. "Five Most Recent" app work normally with customers without emails (I think no)?
I'm looking to zendesk external_id , but Zendesk doesn't give to me any cases about using external_in. "Just go to read manuals"
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