Why Zendesk Added Social Identities
Why did Zendesk introduce social identities in the essentials card?
Zendesk introduced social identities to help agents uniquely identify customers across various platforms. This change allows agents to view social identities like WhatsApp numbers and Instagram handles.
By having access to these identifiers, agents can provide more personalized and efficient support, as they have a clearer understanding of the customer's context and history across different social channels.
More related questions
What are social identities in Zendesk's essentials card?
Social identities are unique identifiers from social messaging channels that help agents identify customers across platforms. They now appear in the essentials card, providing agents with more context about the ticket requester. These identifiers,…
How can I enable social identities on the essentials card in Zendesk?
You don't need to take any action to enable social identities on the essentials card in Zendesk. They are automatically available for use. If you're on an Enterprise plan or above, you have the option to configure the essentials card to include or…
Can businesses modify social identities in Zendesk?
No, businesses cannot modify social identities in Zendesk. These identifiers are read-only. Social identities are provided by social messaging channels and are meant to help agents identify customers across platforms. This ensures that the…
What plans allow configuration of social identities in Zendesk?
If you're on an Enterprise plan or above, you can configure the essentials card to include or exclude customers' social identities. This flexibility allows businesses to tailor the information displayed to their agents, ensuring that they have the…
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