Update index.md Zendesk clarification on sending name #4824
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cmastr
approved these changes
Jan 25, 2024
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Proposed changes
A customer recently asked how to send events to Zendesk when they only have a first_name field available. When testing, I confirmed that if you send name, with only the first_name value, it'll still send successfully to Zendesk.
Identify : https://segment.com/docs/connections/destinations/catalog/zendesk/#:~:text=When%20you%20call,fields.
When you call identify, Segment inserts or updates a user record in Zendesk and uses the user email in traits.email to match user records in Zendesk. If there are multiple users matching the email, then no updates are submitted. Note that you must provide a trait for either name or first_name and last_name in order for the identify call to send to Zendesk. If you provide a name, Segment parses this into the first_name and last_name fields.
ADDED :
If you provide
name, but are missing thelast_namefield, this will still send successfully to Zendesk.Merge timing
Related issues (optional)
Zendesk ticket :
https://segment.zendesk.com/agent/tickets/509000