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Duplicate profiles created when using JWT with external_id and email
Posted Sep 25, 2024
My understanding is that when using the JWT Authentication, when a live transfer step is reached in the flow builder, the external_id will first be used to locate the User Profile to then create the message/ticket.
If no profile is found with that external_id, then the email provided will be used.
I've tested this now multiple times and each time, a new profile is created with the email I provided, when there is an existing profile with that same email as the Primary Email.
The existing profile, the email is not verified.
The JWT contains both the parameters of the email, and that the email_verified = true.
When I don't include the email_verified = true, then a new profile is created, with no email at all.
In my messaging settings, I have the most relaxed setup to use both verified and unverified emails.
Does the fallback to match by email only work on verified emails? If so, is there a way I can pro-actively associate my external_id with the user profile I know it belongs to via api? (In our database because we do so much making of tickets over the API, we store the ZD User ID in our db alongside our own unique ID for a user… )
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2 comments
Ludwig P.
Looks like you already opened a ticket about this, and our Tier 3 team helped you out.
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Steven Hampson
Hi there,
I have the same question, because we are seeing the same behaviour. We are not able to use external_id as most of our customers will not exist in our instance so we need to use the email. But when a customer does exist, it creates a duplicate, even without using the ‘email_verified = true’.
Was there a solution for this, or do I need to raise a support ticket?
Thanks,
Steven.
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