Announced on | Rolled out on |
February 13, 2024 | February 13, 2024 |
Zendesk is happy to announce that messaging now supports authentication using a signed email and an external ID.
This article includes the following sections:
What is changing?
Businesses can use a combination of an external id and an email address to uniquely identify their end users. Developers will need to include a new email_verified claim in issued JWTs.
With authentication, agents are assured that the end users are who they claim to be, access past interactions across channels, and provide personalized support. End users can continue conversations and view past conversations across multiple devices, browsers, and channels.
Why is Zendesk making this change?
Email addresses are widely used by businesses to authenticate and uniquely identify end users. With this, they can provide personalized support to their end users.
What do I need to do?
To use messaging authentication via signed email, your account needs to have messaging turned on. Generate a signing key and review Using email identities to authenticate end users for messaging for information on how verified email is handled. More information on updates to authentication API can be found in Enabling authenticated visitors for messaging with Zendesk SDKs.
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum where we collect and manage customer product feedback.