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 :)
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 of can am x3 accessories→ 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?
It seems the issue is related to how Fluent Forms is sending the data to Freshdesk. Unlike Formiddle, Fluent Forms might not be sending the "Sender’s Name" properly in the email headers, causing Freshdesk to default to using the first part of the email address. To resolve this, ensure Fluent Forms is configured to include the full name in the email headers, specifically in the "Sender's Name" or a custom field. Also, check if Freshdesk’s email parser is set to recognize and use the full name when tickets are created.
It appears that the problem stems from the way Fluent Forms transmits the data to Freshdesk. Freshdesk may use the initial part of the email address by default since Fluent Forms, in contrast to Formiddle, may not be correctly transmitting the "Sender’s Name" in the email headers. To fix this, make sure Fluent Forms is set up to include the entire name in the email headers, either in a custom field or the "Sender's Name" field. Additionally, make sure that when tickets are created, Freshdesk's email parser is configured to identify and use the whole name.
To get the name from a form's name field without coding, you simply need to look at the form submission settings. When someone fills out the form on your website, the data entered in the "name" field can be captured automatically by your form handler or CMS. The form handler then processes this data and includes it in the email or database where you can access it.
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The issue arises from how Fluent Forms is sending the data in emails to Freshdesk. While the previous form tool (Formiddle) likely included the full name in a recognizable format, Fluent Forms might be sending it differently, possibly only including the email address in the "From" field, which Freshdesk is parsing as the contact's name. To resolve this, check Fluent Forms settings to ensure the full name is included in the "Sender's Name" or email body, and ensure Freshdesk is set up to extract it from the correct field. If this doesn’t work, you might need to use Freshdesk’s API to update the contact’s name programmatically, but usually, adjusting the email format should solve the problem without requiring complex coding.
