Hannah Bowers

When will the customer's email address be included in their profile during a chat in the Agent Workspace? Tickets via chat do not have an email and results in the conversations NOT being linked to existing customer records, which also causes the chat to not be persistent for a user. The email is not included in the events of the chat either.

Given that this has been a request for more than a year, and that non-messaging chat could easily capture this, I'm very confused on why Zendesk is not addressing this. Can anyone provide an update and explanation? 

Mei-E Loh

When will the customer's email address be included in their profile during a chat in the Agent Workspace? 

I have a dropdown field set to "Required to submit a request". However, Zendesk assumes that the default blank value ( - ) is a choice and does not require the user to choose from the actual options I created for the dropdown.

Because Zendesk accepts the default blank value ( - ), this means that a customer can submit the form without having to touch or acknowledge the dropdown field, defeating the purpose of having it as a required field.

Expected behavior:
A "required field" error should be thrown if the dropdown value selection is " - " when submitting the form.
If the default blank value ( - ) is selecting in the settings, then the customer should be required to select one of the custom values created for that dropdown field.
The default blank value ( - ) should not be accepted upon form submission.