Tickets from Web Widget flagged as user "not signed in"

Answered

15 Comments

  • Becca
    Zendesk Team Member

    Hi Will - 

    I reached out to our Product team on this and it appears this is expected behavior when using the web widget along with "anyone can submit tickets" being enabled and when users who exist in your account submit unauthenticated requests. The zE.Identify function only allows you to pass in credentials to avoid having to ask users their name and email, but does not actually authenticate the request. Help Center JWT authenticates the Help Center search itself, but it does not authenticate the request(ticket) submitted to Zendesk Support by the user. We are also looking into addressing this discrepancy.  

    I definitely understand it is confusing as we do not offer a method to login or authenticate with the widget at this time however it looks like we are exploring a means to authenticate requests from within the widget. This would make this message relevant and is why we have not implemented logic to not display this message on requests submitted via the widget. 

    Hope this helps explain a bit what you're seeing! 

    3
  • Will DelHagen

    Wow, thanks Rebecca!  That is one of the most clear and thoroughly researched responses I've ever received to this sort of question.  

    I get why the message exists and I look forward to whatever work is being done to unify the authentication and identification process across Help Center and Web Widget.  

    It was a lot of work to get all of the auth working seamlessly and it would be nice for that to pay off with a clear and smooth experience for our end-users.  

    0
  • Becca
    Zendesk Team Member

    Very happy to hear I was able to help, Will! :) 

    0
  • Riccardo Salimbeni

    Hi Rebecca, do you have any news about the login with SSO in the web widget?

    1
  • Charlie

    We have the same issue as the original poster. Tickets from the web widget are flagged saying the user is "not signed in" even though we have used JWT to do the authentication.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Charlie,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can take a look at a few ticket examples with you.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0
  • Bram Whillock

    Hi Brett,

     

    Please update our team as well when this is resolved.

    0
  • David Hayman

    Hi Brett,

    Me too, please. 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey David,

    I've gone ahead and created a ticket on your behalf.

    Cheers!

    0
  • Deepesh Sunku

    We're also having the same issue. Can someone help us please?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Deepesh,

    I did some digging and it looks like this is expected behavior when using the web widget along with anyone can submit tickets option being enabled. If users navigate to your Help Center and submit a ticket through the web-widget without authenticating, this will show up in the ticket. If you're using JWT along with the zE.Identify function, this will only allow you to pass in credentials to avoid asking users for their name and email, but does not actually authenticate the request. Help Center JWT authenticates the Help Center search itself, but it does not authenticate the request(ticket) submitted to Zendesk Support by the user.

    Let me know if the above doesn't make sense!

    0
  • Deepesh Sunku

    Hi Brett,

    Thanks for your response. That makes sense and I tried turning off anyone can submit tickets and switched on Ask users to register. With this setting I'm not able to submit tickets.

    Can you let me know what setting I need to use for ticket submission from the web widget to NOT show the message User was not signed in when this comment was submitted. I've added the following authentication methods as well on the web widget zESettings. Chat works great, but having trouble with unauthenticated ticket submission.

    webWidget: {
    authenticate: {
    chat: {
    jwtFn: function(callback) {
    // We make a Api request our server and return jwt
    callback(jwt);
    }
    },
    jwtFn: function(callback) {
    // We make a Api request our server and return jwt
    callback(jwt);
    }
    }
    }

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Deepesh,

    Apologies for the confusion! As long as you're using JWT there will be no way to remove this message that shows up in your tickets at this time. If you're using JWT along with the zE.Identify function, this will only allow you to pass in credentials to avoid asking users for their name and email, but does not actually authenticate the request. Help Center JWT authenticates the Help Center search itself, but it does not authenticate the request(ticket) submitted to Zendesk Support by the user. So you won't be able to remove this message.

    This is something our developers are aware of and are looking into ways to authenticate these ticket submissions.

    Hope this helps!

    0
  • Mickey Katz

    Is there a way to get reporting on tickets that have this feature? We're trying to pull a list of tickets that are submitted by users that are not logged in when submitting and wondering if this is stored in a field in Explore

    0
  • Gab
    Zendesk Customer Advocate

    Hi Mickey,

    I'm afraid this data is not available in Explore. At this time, the only place where you can see if the user is not signed in when they submitted a ticket via the widget is through the flagged message within the actual ticket. Sorry about this.

    Thanks Mickey!

    0

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