After integrating your Zendesk account with RetentionX, your service reps can access all customer insights, ensuring they deliver an exceptional support experience.
RetentionX enriches the contact profiles in Zendesk by adding additional fields. By default, this enhancement applies only to existing profiles. However, you can configure RetentionX to automatically create profiles for customers who do not yet have one in Zendesk. This ensures your service reps have valuable insights even when a customer reaches out for the first time.
Updating Customer Names
When enabling this setting, please note that RetentionX will update the customer names in Zendesk using the data stored in RetentionX. This keeps your customer information consistent and up-to-date.
Preventing Unintended Welcome Emails
To avoid confusing customers with unexpected welcome emails upon automatic profile creation, we recommend disabling the welcome email setting in Zendesk. This will help prevent unnecessary customer inquiries regarding these emails. To turn off the welcome email for new users added by RetentionX, follow these steps:
- Navigate to Admin Center > People > Configuration > End-users.
- Under Account emails, uncheck the option "Also send a welcome email when a new user is created by an agent or administrator".
- Click Save.
And that's it! Once you've unchecked the box, newly added users will not receive a notification email from Zendesk.
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