Zendesk Talk may not recognize a customer's phone number if it doesn't match the E.164 format. Ensuring that phone numbers are formatted correctly can help Talk associate calls with the correct customer profiles. If issues persist, it might be helpful to enable the 'validate phone numbers' feature to ensure consistency in phone number formatting.
Zendesk Talk automatically creates a new user for each call from an unknown number. When a call comes in from an unknown number, Talk creates a new, unique user in Zendesk Support and generates a Support ticket with this new user as the requester….
Calls from digital lines in Zendesk Talk are always added as 'Caller Unknown'. This means that the system will create a new user named 'Caller Unknown' for each call from a digital line, and a Support ticket will be created with this user as the…
To manage unknown callers effectively, try to identify the caller and update the ticket requester to the identified user. If the caller is identified, update the unknown user’s attributes with the caller’s details. If a ticket is reassigned to an…
To prevent accumulating a large number of unknown users, agents should identify callers and update the ticket requester to the correct user profile. If a ticket is reassigned, delete the unknown user to avoid having 'orphaned' users. Regularly…