Multiple User Profiles for One Customer in Zendesk
Can a single customer have multiple user profiles in Zendesk?
Yes, a single customer can have multiple user profiles in Zendesk. This can happen if they contact you through different channels without their contact points being linked.
For instance, a customer might first reach out via email, creating a profile with that email address. Later, if they contact you by phone and the agent doesn't link the call to the existing profile, a new profile might be created. To manage this, you can merge duplicate accounts to consolidate all interactions into a single profile.
More related questions
How are end user accounts added in Zendesk?
End user accounts in Zendesk can be added in several ways. They can be imported into your account, added manually by agents, or automatically created when customers contact you through the communication channels you have set up. When customers…
Why is an email address important for end user accounts in Zendesk?
An email address is crucial for end user accounts in Zendesk because it facilitates follow-up communication and is required for certain features. While not always necessary for account creation, having an email address allows for effective…
How can duplicate end user accounts be managed in Zendesk?
Duplicate end user accounts in Zendesk can be managed by merging them to ensure all interactions are tracked in a single profile. If a customer has multiple profiles due to contacting you through different channels, you can merge these duplicates….
Is it possible to organize end users in Zendesk?
Yes, you can organize end users in Zendesk by segmenting them into organizations. This organization allows you to view, route, and report on tickets specific to those organizations, providing a structured way to manage and analyze support requests….
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