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



Posted May 29, 2022

When using messaging chat widget, there are currently limitations.

Not the email, nor any other data rather than the name from the JWT, is visible in Agent Workspace.

Please support this, it is crucial


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5 comments

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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! 

Cheers,

Mei-E 

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Has the issue with the customer's email address not being updated in their profile during a chat in the Agent Workspace been resolved or is that still a work in progress?

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Mei-E Loh

When will the customer's email address be included in their profile during a chat in the Agent Workspace? 

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Salim Cheurfi

Zendesk Customer Care

Hi,
Thank you for reaching out !
Our team is still working on providing end user authentication support in messaging, we don't have an official roadmap to announce yet but we can confirm that our team is focusing on delivering this.
We recommend following our release notes to be sure to not miss any updates. 
In the meantime we encourage the use of external ID to surface email address, you will find the complete dev documentation here.
Thanks in advance for your patience.

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This feature is a must. 

A jwt token sends out the e-mail, sends out the information of that mails verified status, zendesk has implemented e-mail based user profiles for years now and these two parts can not be put together in a ticket is incredibly slapdash to me.

Some posts talk about “security concerns” but then people advise using the API endpoint to update user profiles? Then what was the concern? 

I really think there's no actual thought put into this. Zendesk just forces you to have the help center as an only way of actual login. 

But even then, you can use all the features. Thats a huge limitation.

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