email address of the end user is not visible in Agent Workspace


  • Mei-E Loh
    Zendesk Product Manager

    Hi Michael!

    Thank you for reaching out! 

    We understand it is an important feature for customers and we are currently working on providing end user authentication support in messaging. 

    We currently surface the external id passed in the JWT in the authenticated badge in Agent Workspace

    In early Q3 we will also be surfacing the authenticated external ids in the user profile  

    We will also be working on surfacing email passed in the JWT in the near future. 

    You can read more about it in this article 

    Hope this addresses your concerns! 




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