iOS tokenisation question

Posted Nov 29, 2022

Good day.

I have a question regarding tokenisation process for Zendesk iOS SDK.

We provide certain customers' attributes like emails, ID numbers etc within the tokenisation process, but eventually we cannot see those in the Agent's Workspace.
Emails wouldn't attach to the end-users and accordingly previous tickets created by this very customer would not appear in the Interactions field, nor thier IDs are reflected anywhere in the workspace.

Could you please clarify whether this is possible or not (to reflect this information in the Agent's workspace), or is it us doing something wrong along the way?

3 comments

Date

Newest

Christopher Kennedy

Dec 13, 2022

Hello,

Thanks for the confirmation. This is a current limitation of end-user authentication for Messaging. We plan to surface the user's email address in Agent Workspace in the future. But for now, if the email address is a unique identifier for the user, you can also provide the email address as the external ID.

U M

Dec 05, 2022

Good day, Christopher Kennedy.
Yes, we have recently finished the integration process.