Why can't I see my tickets when I use an anonymous identity in mobile SDK?

Question

Why can't my agents and admins see all their tickets when they use an anonymous identity in the mobile SDK?

Answer

Identifying a user is not the same as authenticating a user. When using anonymous identities the SDK only shows the user the tickets created on the device, not all the tickets associated with the user's profile in Zendesk Support.

There are some additional reasons why an anonymous identity no longer shows tickets.

• A request is made by the SDK that results in a 401 error
• The identity is updated in code
• The app is uninstalled, or the app's app-data is cleared

For more information on how to set up anonymous identities or JWT authentication, see these articles:

• Setting an identity (Required)
• How anonymous identities work in the mobile SDKs