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Messaging form field with authentication
Posted Oct 28, 2024
We are trying to differentiate authenticated and non-authenticated customers by implementing a new custom ticket field in the messaging web widget. When a customer requests messaging conversations, we added another field with a few options after populating their name and email address. This additional field appears after the first customer's message, regardless of whether the customer is authenticated. Our scope is to show this field to non-authenticated customers only. By doing this, we will be able to use the tag associated to that field for reporting purposes in Explore.
Please note that we already contacted Zendesk support team, and they advised us that “there is no native way for the system to determine if you end-users are authenticate or not when looking from the side of the custom ticket field. You can only chose the option to require it to submit a ticket or not”.
We want to have a feature or at least an option that will help us to differentiate contacts from authenticated and non-authenticated customers.
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2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Maulik
I agree with this request, we are asking our customers to sign in on Helpcentre and then raise chat. However Zendesk doesn't identify or provide a way to verify/authenticate the email address.
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