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Hi guys

For years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created.  But now it doesn’t use the full name, but rather the 1st half of the email address.  Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.

This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.


Our process was simple:

Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.

As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name.  So we have to manually update each new contact / leads name.

Freshdesk support says we have to do it via a complex API setup and coding, but we’ve never had this problem before. 

What we’re missing?

Hi ​@mikefirstaid 

Greetings From Freshworks Community

At present, we do not have an option to separately enter first name or last name. All the contacts have the Full name option where the system checks the alphanumeric value before @ and the assigns the same as the Full name of the contact. This is the current behaviour.

Currently, we make use of the space character as a delimiter to separate first name and last names in the name field section. However, I understand that it would be better if we had First Name, Middle name, and Last name as separate contact fields so that it would be better to inherit the names properly in an email. 

Since this is a very valid ask I have raised this internally as a Feature Request  which will be reviewed by the product team. The requests will be processed based on the number of users who've requested it and based on the priority and current schedule of the feature request queue.

 

Regarding updating the contact we can use API and write a custom script to update the contact.

Update contact Via API

 

If you do not wish to have this way then we have import of contacts possible in the account. Importing customer data allows you to make bulk updates and additions to your database with ease.

Article for reference :- Importing Contacts

 

Please so let me know if you have any follow up questions or concerns. Thanks :) 

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