When someone emails in a support ticket, the requester name is often the first portion of their email address (ie. everything before the @ symbol). Why isn't the person's actual name used when available in the "From:" field?
Requester Name Incorrect
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Hi Lone
I am pretty sure that Zendesk extracts the name correctly, and uses it. There must be wrong in your case. Does it happen with all tickets?
Can you share raw (obfuscate -- to hide sensitive data) email source? You can find that by chooses events (instead of conversations) in ticket-view (just above comment list).
Thank you
Cheers
-abdul
--
Abdul Qabiz
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Subject: New submission from LPC Email Subscription - 2440
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Date: Wed, 14 Mar 2018 20:08:35 +0000
From: FTest LTest <test@gmail.com>
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<strong>Name:</strong> FTest LTest<br>
<br>
<strong>Any specific interests and/or questions?</strong> Testing<br>
<br>
<strong>I would like to subscribe to:</strong> Newsletter Updates (~Monthly)<br>
<strong>I would like to unsubscribe from:</strong>
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I'd really appreciate some assistance figuring out this issue. As you can see, the name is included in the bolded "From:" field ("FTest LTest"), but the Requester name listed in ZenDesk is "Test" (ie. the first portion of the email address).
Does the blank name in the "Reply-To" field override the name in the "From" field? I think that is the issue.
Hey Lone Prairie! Sorry for the delayed response!
We have a Support Tip that explains how to pull that information in. You can find it here.
@jessie , That article is helpful in that it confirms that ZenDesk takes the name from the "From:" field when possible. However, it doesn't explain why that isn't working my case. Does the blank name in the "Reply-To" field override the name in the "From" field?
Hi Lone Prairie,
I'm Gail from the Support team and I'd like to pull this question into a ticket so we can look at some account specific information. You will be receiving an email about that shortly!
So the Requester name is generated from the "Reply-to" field (if present) as I surmised - Thank you ZenDesk for confirming that.
It is my understanding that the RFC for email does not allow anything but an email address in the "Reply-To" field (ie. one can't add a name in a "Reply-To" field). If so, couldn't/shouldn't the ZenDesk system check whether the email address matches the "From:" field and then use the name from there?
HI Lone Prairie -
Did this get answered in the ticket you had with Gail, or is do you still have this question?
I was directed to create a suggestion since the current implementation is less than ideal: https://support.zendesk.com/hc/en-us/community/posts/360001094407-Requester-Name-When-Reply-To-Field-isn-t-Blank
ah, okay. Thanks for doing that!
Where did my suggestion go? The link above doesn't seem to work anymore...
Hi Doug,
If you're using a form on your website or a third party form submitted through the email channel, your Zendesk doesn't have chance to grab the user information. You can remedy this by connecting your form via the Zendesk API channel.
There is a great step-by-step guide for using the api channel for a form in a document called: Building a custom ticket form with the Zendesk API
Ben Koehler
Customer Advocate
bkoehler@zendesk.com
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Hey Lone Prairie Camp -
Sorry about that! It looks like it was erroneously moved into the archive. It should be live again now.