Plan requirement
| Subscription | Any plan |
Calls from unknown numbers create a user called "Caller +31…". Left alone, that fills your account with them.
Why it happens
Where the app creates a ticket at the start of a call, that ticket needs a requester, because a Zendesk ticket cannot exist without one. When the number does not match a user, the app makes one and names it after the number.
Nothing is broken. It is the only thing it can do with a caller it does not recognise.
Fix it during the call
This is the part that matters. While you are on the call you already know who you are speaking to, so:
- Click the Caller +… box at the top left to open the user.
- Choose to merge the user.
- Pick the existing customer to merge into.
Afterwards the number sits on the right person and the next call from it matches straight away.
Why afterwards is harder
An hour later you have a user called "Caller +31404014004" and no memory of who that was. The ticket may say, or it may not. Doing it while the person is on the phone takes seconds.
When several matches appear
A number shared by colleagues, or a main switchboard number, can match more than one user. Then the app cannot choose, and choosing is what you are doing when you merge.
If it is filling up anyway
Two things are worth looking at: whether tickets really need creating at the start of every call, and whether your customer records hold numbers in international format. Numbers stored locally match nothing, so every call looks like a stranger.
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