Handling Name Mismatches in Zendesk
Learn how Zendesk notifies agents of name mismatches in pre-chat forms and user profiles.
What happens if there's a name mismatch in Zendesk's pre-chat form?
If there's a name mismatch in Zendesk's pre-chat form, a yellow notification will appear in the customer context. This notification alerts agents that some contact details provided in the conversation don't match the user profile.
The notification will specify what is different, such as the user's name. This feature helps agents quickly identify discrepancies and ensure that the correct user information is being used. For more information, refer to the originalZendesk article.
More related questions
Why doesn't the username from the pre-chat form match the requester on the ticket in Zendesk?
In Zendesk, if there's a mismatch between the username entered in the pre-chat form and the existing user information, the system defaults to the name in the user profile. This is because Zendesk prioritizes the existing user profile information…
How can end users change their username in Zendesk?
End users can change their username in Zendesk by authenticating into the help center and editing their user profile. This is the only way to ensure that the username matches the one used in the pre-chat form. This process helps maintain the…
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