Authenticating end users in messaging for the Web Widget and mobile SDK

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  • Zakhar

    Hello, Prakruti Hindia

    Are there any updates, timelines
    Please share some insights, so we were calm.
    Even though the fix is really hot topic for us.

  • Anthony Moynet

    Why I didn't see any Messagin tab in Account > Security > End-user ?

  • Jo Warren

    Justin DoCanto - Did you ever figure out your issue? I'm having a very similar problem. Get an error unless I wrap the auth function in a try/catch and the auth itself isn't working. The function IS running though because I can hit the debugger if I put it right before the callback.

    window.zE('messenger', 'loginUser', function (callback) {
  • Valentin Cardozo

    Hi, I would like to consult as Jorge Paez in what time frame you plan to implement the authentication to view the articles of the Zendesk Guide?

    • Restricted Guide articles. Guide articles that require authentication will not be available to users initially, even if they are authenticated. We will make additional improvements to the messaging product to enable users to view Guide articles that require user authentication. Articles that do not require user authentication are not impacted.

    I would need this functionality so that my customers can see the documentation generated in the Guide about the use of my software.

    I look forward to hearing from you!

  • Dainne Lucena
    Zendesk Customer Care

    Hi Carlton


    I went ahead & created a ticket on your behalf to look into what is happening with the badge. Please keep an eye out for our email so we can look into this further for you!

  • Santiago Gandolfo
    Community Moderator

    Hi, Prakruti Hindia

    Are there any updates? 

  • Prakruti Hindia
    Zendesk Product Manager

    Hi everyone, 

    External id is now available in user profile for authenticated end-users. This improvement was rolled out in the week of Aug 23. I wanted to ensure that everyone following this discussion received the update. 

    Thank you all for your patience. If your team is unable to view external id and you have raised a support ticket, we will help you resolve it.  

    - Prakruti


  • Francis Morissette

    Unfortunately, all the limitations here make it so that we cannot enable Messaging. The name and email is not carried over when the ticket is created, and private guide articles are not referenced when a customer is authenticated to the widget. 

    Such a downer

  • Chin Sin - OCBC

    Hi Aimee Spanier, I noticed that the diagram in the Overview now includes Mobile SDK.

    Previously the Mobile SDK has a different JWT flow where Zendesk will request the JWT token from our back-end.

    1. Based on the updated flow, does it mean now the Mobile SDK also has the same JWT flow as messaging?

    2. Is the primary key also using external_id ?

    3. If I submit a request via Mobile SDK, and also trigger a request via messaging, will both requests be tagged to the same user profile?

  • Ahmed Zaid

    Hi Prakruti Hindia

    Thanks for the updates. I have a few questions:

    1. How to implement authentication on a multi-brand instance?
      With a single external_id per Zendesk user, and a unique user id externally per brand, how does authentication succeed against the same end user?

    2. External ids set by agents are always authenticated. I assume this is intended behaviour?

    3. What happens if they signing key is deleted? Does the authentication badge disappear?  Does the whole external id get deleted?

    4. How do I query if a user external id is authenticated via API?
  • Chin Sin - OCBC


    In my sandbox environment, I am able to login using JWT and able to obverse the user profile has the name and external_id that I set in the JWT token.

    But in the production environment, I am not able to see it. From the logs, there are no error. Is there a way to check the Zendesk logs if the API is called successfully? I have engaged the support but the forum or blog.

    If you have any additional questions, we recommend reaching out through the web and possibly by joining our developer community Forum (, Blog ( and/or Slack ( as this is the venue where you can reach out directly to our developers.

  • Zakhar

    Prakruti Hindia
    Issue is still there.
    Users are not mapped correctly (a new duplicate user gets created once initiated Messaging session).
    It's very sad. So much time we were waiting for the fix. 

    Guys, do anybody can claim opposite - that issue had been fixed? 

  • Danny Koss

    I can confirm that the messaging authentication is working as designed and conversations from users who have existing end-user profiles are being merged into that profile with the corresponding external ID in our Zendesk environment.

  • Prakruti Hindia
    Zendesk Product Manager

    Francis, support for signed email is on the roadmap. Are you referring to carrying over private guide articles to the tickets ? 

    External ids set by agents are always authenticated. I assume this is intended behaviour?

    Yes, this is intended behavior. 

    What happens if they signing key is deleted? Does the authentication badge disappear?  Does the whole external id get deleted?

    Previous data - users and tickets will not be affected, if you decide to disable authentication. 

    How do I query if a user external id is authenticated via API?

    We do not support this. 

    Ong Chin Shin and Zakhar, can you please raise a ticket with us ? We will look into it. 

    - Prakruti

  • 희승 이

    Hi Zendesk team

    web widget - login jwt payload was sent along with the email value, but we found an issue where the value was not saved.

    Is the email value of null intentional? Or is it a bug?

    step to reproduce

    1. web widget login
      • payload { scope: 'user', role: "end-user", external_id: userEmail, email: userEmail, name: userName };
    2. get user information
  • Amie

    Prakruti Hindia

    Are you able to provide any kind of timeline for support for signed email (which you mentioned is on the roadmap)? This becomes a much, much larger implementation for us without it.

  • Trudy Slaght

    For those who found alternatives, will you please share what you used instead of this? It appears the email issue isn't going to be resolved soon and I don't see the value in this if we lose the fallback email options and all of the connected ticket history.

    Also, is anyone else having issues with their bot re-initializing anytime the page is loaded, even after a conversation has been handed over to an agent? The history of the conversation remains present - but if you refresh the page, the bot re-starts from the beginning flow as if it's a brand new inquiry.  This behavior is not present where we use the widget without authenticating users so I don't understand why it's happening when authenticating a user.

    I opened a ticket but estimated response was 2 days so hoping someone else may have some insight. 

  • Jen Cole

    Does anyone have authenticated users set up for messaging that can tell me if this is working now?

    By working I mean, when a customer is authenticated in messaging/web widget with the bot and is then transferred to an agent, does that messaging ticket get linked to a user account in Zendesk and show the customer's email address/user account in the requester ticket field?

    We would love to implement this, but I am unsure if the problems were resolved. We need those tickets to come in attached to a user or have a new user created, just like tickets from other channels. Thanks for your help!  - Jen

  • Trudy Slaght

    Hi Jen Cole - it is not working for us. Authenticated users come in without a name or email address, although the authentication is working based on the end user not being asked to enter their name or email.  We are having issues with the bot re-launching on page refresh even though the history is brought in and I believe it's linked to the behind-the-scenes merge that is happening and the end user not being identified as having already been handed over to an agent.  Perhaps someone else has additional details - I have an open ticket with ZD but am waiting for a reply still.


  • Raphaël Péguet

    The big lack of info of this article is how to use in the flow builder infos that we've loaded/got by authentification..

    A placeholders reference (such as {{}}) would be most welcome

    To be able to say "Hi {{requester.first_name}} how can I help you" for instance.

  • Francis Morissette

    Raphaël Péguet I wasn't even aware that we could do this within our workflows... that would open a lot of possibilities.

  • Dmitriy Cherchenko

    We're still waiting for the feature where an authenticated end-user's email address is displayed in the Zendesk chat UI.

  • Sergio Bellon Alcarazo

    HI Prakruti Hindia,

    Is there any news on this bug? is your team working on it? there are already 82 comments of people blocked and we haven't heard from you in a while. It's been almost a year since we identified this issue.

    Can we organize a meeting with our developers to help? please give us any deadlines, we choose Zendesk to use the Guides for only logged-in users and we still can't use it.

    Thank you,


  • Prakruti Hindia
    Zendesk Product Manager

    Hi everyone, 

    Wanted to chime in on the discussions here.

    For cases where email is the primary identifier, I suggest passing email as external id. If the system finds another user with the same external id , it will reference the same end-user. Currently, the email value is not passed along. It is expected to not be able to retrieve email user using the Users API. 

    Surfacing email provided as part of authentication API is on the roadmap and are targeting Q1 for the rollout. 

    - Prakruti

  • Sergio Bellon Alcarazo

    Hi Prakruti Hindia ,

    Our primary identifier is not the email, it's our internal ID. We have tried to pass it on the external id and it doesn't work either. Any other work around?

    Thank you,


  • Daniel

    Hi Sergio,

    Just to add our experience.  We've been aiming to use Zendesk Messaging for a long time now.  Initially the main blocker was the lack of authentication (and so there would have been no way for our agents to know who a customer was without asking them - a non starter).

    Following the release of authentication support, the next issue was that the "external_id" wasn't surfaced by the API (like you describe, we are setting this to our internal id for a user).

    The "external_id" that you supply as part of authentication is now surfaced from the Zendesk Support API on the user object as of mid August this year.

    We already have an internal app/plugin that we have written for Zendesk Support which fetches user details, order history etc from our CRM and displays it to our agents.  Now that the "external_id" is available, we can use that - and so our plugin displays the customer name and email address to our agents.

    Creating a Zendesk Support app/plugin is perhaps not the workaround you are looking for but it's definitely a solution.  There are other benefits in being able to surface any information/context you want to your agents all within Zendesk Support.

    Our thoughts are that Zendesk Messaging has been very much a work in progress/draft since it was released, and prior to August this year pretty much unusable for anything real (unless you want a terrible customer experience).

    It's now usable we think with the above caveat, but still not an out-of-the-box solution.  The improvements are arriving slowly, this is definitely "the future".  We've evaluated a lot of alternatives to Zendesk and they all seem to fall short in other ways (lack of native mobile SDKs, lack of support for particular channels etc) so I think Zendesk is the most comprehensive solution.

    Hope this is helpful.


  • Abdurasul Rustamov

    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? 


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