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Verifying customers over the phone

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Taylor Wilson

已于 2021年3月16日 发布

Does anyone have any recommendations on how to verify customers over the phone for when they request sensitive information or settings changes? Are there Zendesk add-ons/apps for sending verification codes via sms/e-mail? 

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    Brandon Tidd

    Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

    Hi Taylor Wilson -

    It might be somewhat of a shortcut, but you could try just sending the user a public reply with an Agent generated sequence (ie pick a random 4 digit # or phrase), and then have the customer read that back? 

    This could then be pushed via email if you have the email address in their profile, or via SMS if you have that channel enabled.  The customer could read back the code as verification, which would be captured in the recording.

    To take it up a notch, you could also create a ticket form with a REGEX field that looks for a certain pattern and have them enter it there to capture there input.  Hope this helps!

    Brandon Tidd
    729 Solutions

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    Josh Romandia

    Taylor Wilson, just curious if you ever found a solution for this that worked out? I’m looking for the same functionality but haven’t been able to find a marketplace app that does this.

    Thanks
    Josh

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