Hi, For the Zendesk instructions I'm not clear on the Agent email details. It asks me for set up to add my email address.
If I enter my email address for the agent email, it says that my email is used as the submitter instead of the customer.
How can the support team be able to identify the actual end-user/customer with the issue on the Zendesk side?
Best answer by olimarrio
Hi
I think our installation instructions could be clearer here.
When you escalate a post from Digital Hub to Zendesk, as long as the author of that post has a valid email address or is not anonymised, the Zendesk ticket is submitted with the email of the author of the topic / reply.
If the post is anonymised (e.g. the community member profile has been deleted), then this will fall back to the email address of the ‘Agent Email’ inputted in the installation process.
Let me know if you have any further questions!
+4Hi
I think our installation instructions could be clearer here.
When you escalate a post from Digital Hub to Zendesk, as long as the author of that post has a valid email address or is not anonymised, the Zendesk ticket is submitted with the email of the author of the topic / reply.
If the post is anonymised (e.g. the community member profile has been deleted), then this will fall back to the email address of the ‘Agent Email’ inputted in the installation process.
Let me know if you have any further questions!
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