Why doesn't the username from the pre-chat form show as the requester on the ticket?

Question

What happens in the Zendesk Agent Workspace when I enter my name in the pre-chat form and it doesn't match my user information in Zendesk Support?

Answer

If the name in the pre-chat form doesn't match the name in your Zendesk Support user profile, Support uses the requester's name from your user profile in the Agent Workspace.

You can change your name after you sign in to the Help Center and edit your user profile. Otherwise, anyone who completes a pre-chat form can enter any email address and pretend to be someone else.

Note: If the name in the pre-chat form doesn't match the user profile, a yellow notification appears in the Zendesk context panel. The notification Some contact details provided in this conversation don't match user profile then states what is different, such as the user's name.

For details on how agents or end users edit user profiles, see Editing your Help Center profile and Adding end users.