Existing Customer Name Not Updating via Fluent Forms Integration

  • Resolved akukameda

    (@akukameda)


    1 month ago

    Dear Fluent Forms Support Team,

    I am writing to inquire about the behavior of the Fluent Support Integration within Fluent Forms.

    When a customer who is already registered in Fluent Support submits a new form, a new ticket is successfully created. We use the customer’s email address as the matching key for existing profiles.

    The issue is that if the customer enters a different name on the Fluent Form, the existing customer’s name in Fluent Support is not being updated with the new name. The name field remains unchanged in the Fluent Support profile.

    We require the ability to update the customer profile in Fluent Support with the latest information submitted via our Fluent Forms, especially the Name field, when a profile already exists.

    Could you please advise if there is a specific option or setting within the Fluent Support Feed configuration (under Form Settings & Integration) that controls whether existing customer data (like the Name field) is overwritten/updated upon form submission?

    Thank you for clarifying the intended functionality and providing guidance on how to enable this data update.

    Best regards,
    Aku

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  • Plugin Support Amimul Ihsan

    (@amimulihsanmahdi)

    1 month ago

    Hi there,

    Thanks for reaching out and for taking the time to clearly explain your use case. At the moment, when using the Fluent Support integration with FluentForms, existing customers are identified by their email address. If a customer profile already exists in Fluent Support, the integration does not overwrite or update existing customer profile details (such as the Name field) from the form submissions. This behavior is intentional. You can find in the integration feed that it has been mentioned “Please provide the ticket provider info. If the user is logged in, then it will use that info. For Public users you can set your customer info” (screenshot).

    Currently, there is no setting or option in the Fluent Support feed configuration that allows existing customer data to be updated or overwritten automatically upon form submission. New data from the form is only used when creating a new customer profile.

    Thank you

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