If enabled by a Zendesk administrator, agents can work with authenticated Chat visitors and authenticated messaging end users in the Zendesk Agent Workspace. Authenticated end users provide agents with an extra level of security and confidence because the identity of the person they are talking to has been verified. Also, when agents work with authenticated end users, they have more context and continuity when they view the end user's conversation history.
About the agent experience with authenticated end users
Agents can tell a chat visitor or messaging end user is authenticated by the check mark icon that appears next to the end user's name in the ticket conversation.
Authentication information is limited to messaging and chat conversations, when the conversation moves to email, the authentication icon is not extended. Also, unlike authenticated Chat visitors in other Zendesk interfaces, agents can edit the visitor’s end-user details in the agent workspace, including name, email address, location, and language. The same is true for authenticated messaging end users.
About the Web Widget experience for authenticated end users
In the Web Widget, authenticated end users have a slightly different experience from visitors who are not authenticated. Ongoing chat sessions and messaging conversations are synced across devices when the end user is authenticated. This gives the end user flexibility to switch computers or browsers and continue their ongoing conversation. Also, the authenticated end user can see their past conversations in the widget by scrolling up in the conversation log.
Hi! We are using jwt sso for messaging to authenticate users who use our mobile app. Currently we have faced a problem with end users created with random names in tickets. In zendesk admin panel > Customers section new users are being created as for example Visitor 88802267, but in jwt we are sending user name and email that user has in our mobile application. Before using jwt sso users would enter their name and/or email (in ios) and ticket would be created with name user entered, and then we decided to enable sso to use same email and name as in our mobile application. JWT generate process works as follows:
1. User signs in in our app.
2. Application sends GET request to our api that we developed in our backend with following data in payload -> user's name and email
3. API generates jwt and responds
4. Mobile application (which is written in Flutter) calls ZendeskMessaging.login() and sends jwt that it got from api request as paramater for login() method
5. zendesk messaging page opens and user starts conversation
Here is the example jwt token that is generated: eyJhbGciOiJIUzI1NiIsImtpZCI6ImFwcF82Mzg5OTcxNjdlM2NiMzAxMDVjMWJiODIiLCJ0eXAiOiJKV1QifQ.eyJzY29wZSI6InVzZXIiLCJuYW1lIjoidGVzdCIsImVtYWlsIjoidGVzdEBtYWlsLmNvbSIsImV4dGVybmFsX2lkIjoiODNjODA5NzItMjNmNi00MGU2LWEzNGItOWU2MmViYzhjZDRjIiwianRpIjoiZjRhZjg4NjAtMzg0OS00OGQ1LWI0Y2YtZTZmMmU3ZjEyZmZiIiwiaWF0IjoxNjcwMDY5MDI0fQ.HISo3nXh_4Egr80ffxwLsDUBSlbYqi5sPkkhZWyBxdE
We didn't quiet understand what is login redirect url is and that's why we just respond with jwt itself. Is it because we are using jwt sso incorrectly?
We were trying to view tickets in salesforce and we did manage to view, but after enabling jwt sso, tickets stopped being viewed in salesforce. I guess it is because the problem with users being created as Visiter + some random numbers.
Could you please help with finding what is the problem?
If you are having issues with your account, contact Zendesk Customer Support.
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