Fixing Unassociated Replies in Zendesk Texts
Why are replies to my proactive texts not associating with the end user in Zendesk?
Replies to proactive texts may not associate with the end user if the phone number is not in the correct format. If the phone number on the end-user's profile is not in the E.164 format, Zendesk won't match it to the existing user profile.
When this mismatch occurs, Zendesk creates a new profile and the ticket will show as a new text message from the user. To avoid this, ensure that all phone numbers in user profiles are formatted in the E.164 format. Be cautious of spaces in the number, as they can also cause issues depending on the carrier. For more details, check out the article: What are the accepted phone number formats for Talk?
More related questions
How can I prevent new profiles from being created for text replies in Zendesk?
To prevent new profiles from being created for text replies, ensure phone numbers are in the E.164 format. This format helps Zendesk match replies to the correct user profile. If a phone number is not in the E.164 format, or if it includes spaces,…
What is the E.164 phone number format and why is it important in Zendesk?
The E.164 phone number format is a standardized format that ensures global consistency in phone numbers. It's crucial in Zendesk for matching text replies to the correct user profile. Using the E.164 format helps Zendesk recognize and associate…
Why does Zendesk create a new ticket with 'New text message from user'?
Zendesk creates a new ticket with 'New text message from user' when it can't match the reply to an existing user profile. This usually happens due to incorrect phone number formatting. If the phone number isn't in the E.164 format, or if it…
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