Question
Can I display the customer's email in Agent Workspace if I set up messaging authentication?
Answer
Yes, you can show email addresses with messaging authentification.
- For new users: The email and external ID will be linked to a new end user profile created in Zendesk.
- For existing user profiles in Zendesk: Existing users usually have an email address assigned to them. The existing profile has an external ID as well. With JWT, use that external ID to link your user to the upload. Without this step, the system will create a new user without an email address, and you will need to merge both users.
To avoid merging users, update your Zendesk user database using API or bulk upload to assign an external ID to those users, and use the external ID in the payload for the JWT authentication process. Add the external ID to user profiles without one.
For more information, see the articles below:
2 comments
Destiny
I appreciate you getting in touch.
I gathered that you're inquiring about the currency of the article you linked, and you're seeking information on the possibility of displaying email addresses in the Agent workspace.
As of now, the information in the article remains current, and for security reasons, we do not show email addresses in the user profile. Could you please share the specific reasons you would find this feature useful? Your use case will help us understand your preference for having this capability.
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A A
Hi,
Is this article still up to date? Can we display the customer's email in agent workspace?
I refer to this announcement.
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