We want to raise an issue on the Caller Unknown account that is automatically created by Zendesk and includes tickets from callers with no Caller ID.
Our agents from time to time attempt merging existing emails with this account that causes bunch of inconveniences, especially with inability to remove an email from the account/leave it blank.
We were thinking that if there is an automated procedure on creation of such accounts, maybe there is a solution to avoid manual email adding; since it may confuse agents as they are still able to merge this account with real user's one.
As for now, we have put the random email there; however, it does not seem as a good solution at all.
We have contacted the Support already and they advised to post here to “discuss possible workarounds”.
Hope that we will find some support and the issue will be raised and fixed somehow:)
Por favor, entrar para comentar.