Thank you for checking my post. I try to show detail of my case.

When we have a user database apart from zendesk and use single sign-on (using JWT), end-users could have same username in an organization. I attached an example: 'Screenshot 2021-05-04 at 12.16.12'.

This situation often makes a ticket conversation complicate, because our customer add comments from different enduser on same ticket so that our agents cannot know who added the comments: 'Screenshot 2021-05-04 at 12.21.23.png'. It can occur not only on agent side but also on enduser side such as a view in the helpcenter.

In our case, we have a workaround such as using email addresses for enduser names instead of user's name in JWT, although it will takes not a little cost to change our code and seemed not smart.

Thank you for reading,
Kohei