What was happening in the past?
When 2 users shared a browser (computer) in the past, the subsequent ticket's requester will be attributed to the first user who created a ticket on the browser.
Refer to this article for more information.
What improvements have we made?
To prevent confusion on the agent's end, we have improved the shared browser experience to identify requesters by their email. Now when users use a shared browser, all newly created tickets will be attributed to the user that belongs to the given email.
- User A initiates a chat with the email userA@zendesk.com.
- Ticket A is created with User A as the requester.
- Chat ends with User A.
- User B initiates chat on the same browser with the email userB@zendesk.com.
- Ticket B created with User B as the requester.
For customers using Chat, a chat has to end first before creating a new ticket.
For customers using messaging, a ticket has to be closed on the Agent Workspace first before a new ticket will be created. Alternatively, you can use the Forget history setting found in Messaging > Authentication.
What changes should I take note of?
A change in behavior to take note of is that when a user initiates a chat without an email but later initiates a chat with an email, we will now be creating a new user.
- User A initiates a chat with only the name user A.
- Ticket A created with User A as the requester.
- The chat ends with User A.
- User A initiates a chat with the name user A and the email userA@zendesk.com.
- User B is created with the name user A and email userA@zendesk.com.
- Ticket B is created with User B as the requester.
This is to ensure that user data is secure and user information is not attributed to the wrong user.
To manage your users, you can merge the 2 users together once you have ascertained that they are the same user.
Why am I still seeing a notification on Ticket A in chat?
With the new improvements, you will still see a warning notification on ticket A after User B creates Ticket B to notify you that the contact details don't match the user profile on the ticket.
This notification is shown to alert agents that the user details filled in on the chat widget may not match the original user created on the ticket. In the context of shared browsers, agents do not need to take any action if this banner appears on ticket A. We have plans to remove this banner in the future for shared browser scenarios.