Pulling data from ticket fields to user record
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!
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Hi Emily McCarthy,
You can achieve that by creating a webhook that targets Zendesk's User API to update the requester's name and phone number based on the custom ticket fields they filled in. But from a privacy and security point of view, this is a bad idea.
You probably should not build such automation based on anonymous user input. I can simply submit a new request, fill in the email address as emily@yourdomain.com with your name and my phone number. This is true for every ticket at the moment, but you will be corrupting your user data for any future usage.
If you want seamless and secure integration of user data, you may want to invest more effort in authenticating users while maintaining positive user experience through single-sign on and/or user provisioning. In other words, you should be confident of the identity of the user contacting you and refer to verified data from your product's user database rather than user input in support.
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