问题
当用户通过 WhatsApp 发送消息时，他们不会自动与 Support 中具有相同电邮或电话号码的现有用户个人资料关联。为什么无法正确识别用户？
回答
当用户首次通过 WhatsApp Zendesk 发送消息时，将创建一个新用户，即使其电邮或电话号码已经与现有用户关联。
在 Support 中新创建的终端用户个人资料可以合并到所需的终端用户个人资料中。两个终端用户角色必须匹配。当终端用户以后通过 WhatsApp 发送消息时，将在工单创建时将其识别为正确的终端用户。
有关合并用户的更多信息，请参阅文章：合并用户的重复帐户。
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13 条评论
Antonio Kortje
Have to agree- this is not ideal. This same issue does not exist in similar software like Freshworks. It appears to be more of a Zendesk issue than it is Whatsapp. Any plan to fix this?
1
Zendesk (System User)
Is there a plan to fix this? This should work the same way a new Talk ticket associates with an end-user with a matching phone number.
0
hannah
Hello, could you provide information in this article by editing or adding details about why this might happen? Is it due to regulations from WhatsApp or Zendesk?
1
Jorge Moreno Delgado
This is basically trying to pass faulty user management on ticket creation as expected behaviour, no other channels behave like this and it can create issues as agents unknowingly won't have visibility on a user's ticket history, any chance to have this fixed any time soon?
1
Vinicius Henrique da Silva
Isso é extremamente inadmissível.
Você faz o cadastro correto dos seus clientes para simplesmente o Zendesk “ignorar isso” por se tratar de um WhatsApp e não criar o ticket no usuário correto.
Te forçar a fundir usuários, sendo que se trata de um SISTEMA e ainda querer te cobrar por usuários (pois a cobrança de whatsapp é via usuários) isso é antiético.
Alem disso, a busca via telefone para conseguir encontrar esses casos não funciona corretamente, pois o usuário pode ser criado com o numero de telefone em diversos formatos, nunca segue um padrão, isso é extremamente rídiculo.
1
Vinicius Henrique da Silva
This is unacceptable, mainly because ZENDESK CHARGES PER USER.
This is a SYSTEM, I shouldn't have to do MANUAL USER MERGER.
You are not delivering the minimum of a CRM system.
This is not acceptable.
2
Hannah Meier
I will be opening a ticket on your behalf for this issue so I can collect relevant details. You will find the ticket in your email.
0
Patrick Lanwehr
Hierfür finde ich leider keine passenden Worte.
In meinem Fall betrifft es einen Agenten, der nun per Whats-App geschrieben hat. Den neu angelegten Endbenutzer kann ich nicht einmal mit dem Agenten zusammenführen.
Was für eine fürchterliche Planung von zendesk.
0
Gabriel
We created an automation to auto-merge WhatsApp users. If you're interested, feel free to reach out to us: https://knots.io/zendesk-apps/
0
Federico Costa
Hi, thank you for the information.
Is there any plans on getting this fixed?
This wouln't be the expected behaviour when you have already a complete profile with the correct WhatsApp number, since it requires the agent to spend time on doing a manual merge instead of recognizing the existing profile.
0
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