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Why is updated visitor information not reflecting in Agent Workspace? 



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Mei-E Loh

Zendesk Product Manager

Edited Feb 16, 2023


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3 comments

This is incredibly poor behavior. Customers are adding their email address to chat after they've sent their first message, and then we have to re-ask the customer to give us their email if we need it to troubleshoot? Customers are asking why we have to ask them for this again if they've already given it to us. It doesn't make any sense. 

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Hi Team,

 

We have gone live with Zendesk in production, but we are encountering a few instances where the external ID and email are not being mapped to the tickets created by chats. We are using Zendesk messaging package 2.14.0v.

Before starting the messaging window, we call the JWT token creation API to authenticate the user with their email ID and our unique external ID. However, in some instances, this information is not getting mapped to the tickets, preventing us from authenticating the user.

Please look into this issue as a priority, as it is affecting our chats.

Instances - 
https://nium7225.zendesk.com/agent/tickets/94898/events
https://nium7225.zendesk.com/agent/tickets/93536

https://nium7225.zendesk.com/agent/tickets/93537

 

 

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