Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)
We use Zendesk Help Center forms that can be submitted without requiring customers to log in. Our forms include a custom field where customers enter their full name, but Zendesk currently ignores this information when creating a new end user profile and instead uses the first part of the email address as the user name.
This affects our support agents, admins, and customers. Agents have to manually correct user profiles, administrators cannot configure a better experience, and customer records often contain incomplete or inaccurate names.
What problem do you see this solving? (1-2 sentences)
Allowing a Help Center form field to populate the requester's name would ensure that user profiles are created with accurate customer information from the beginning. This would eliminate manual profile maintenance and improve data quality across Zendesk.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
We are affected by this issue every day because our Help Center form is heavily used by customers. Whenever a new customer submits a request, Zendesk creates the user profile using the first part of the email address rather than the name entered in the form.
As a result, our agents regularly see requester names such as "john123", "info", or other non-descriptive values instead of the customer's actual name. This creates additional manual work, makes customer identification more difficult, and reduces the overall quality of our customer data. Over time, this leads to hundreds of user profiles that require manual correction and impacts the efficiency of our support team.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes. Our agents manually update the end user's profile when they notice an incorrect or incomplete name. However, this is time-consuming, depends on agent awareness, and is not scalable given the volume of requests we receive.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Our ideal solution would be the ability to map a Help Center form field to the requester's name when a new user profile is created. Zendesk would automatically use the value entered in the designated name field instead of generating the profile name from the email address, ensuring accurate user data from the first interaction.