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Kevin Konings

Joined Jan 28, 2022

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Last activity Sep 19, 2022

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Latest activity by Kevin Konings

Kevin Konings commented,

CommentWeb Widget documentation

Danny Larsen we haven't, and since then also moved on to a different solution.

For us being able to link users in live support use cases to our customer base is absolutely crucial. Neither this thread nor Zendesk Support had yet provided a satisfactory answer to even whether the fact Zendesk Messaging creates duplicate users with not even the external ID but also the same email address is known behaviour, a bug of Zendesk, or should not happen and we were doing something wrong.

The only feedback so far is that users will be "merged" as soon as the improvement goes live, with no further information on what this means in terms of data conflict resolution, etc.

It's disappointing there is such a lack of transparency for what probably comes down to the main use case of this feature for most people.

View comment · Edited Apr 20, 2022 · Kevin Konings

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Kevin Konings commented,

CommentWeb Widget documentation

Hey Prakruti Hindia

thanks for the feedback!

What about the issue of creating duplicate users with the same email that me and others are facing? Is this a bug right now or will this also be part of these improvements in early Q2?

Best

View comment · Posted Feb 17, 2022 · Kevin Konings

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Kevin Konings commented,

CommentWeb Widget documentation

Hey Jen C,

when we tried to implement this feature two weeks ago, users were created only with the name submitted through the JWT. Neither the email address nor the external ID we submitted were visible in the agent interface nor through the User API. Here's a screenshot of how it looks like (so basically only the name is filled out):

Our plan was to fill user information when users sign up in our app, and then authenticate these users in Zendesk Messaging through their external ID or email address. However, the user created here already had an end user with the same email address and external ID they used for authentication, and Messaging still created a new user instead.

I haven't gotten feedback from Zendesk yet on my questions above, and hope this Mesaging behaviour is not intended because the way it is makes the feature pretty much useless to us.

View comment · Posted Feb 09, 2022 · Kevin Konings

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Kevin Konings commented,

CommentWeb Widget documentation

Hey Clayful, sadly nothing yet, I've messaged Support a few days ago and they told me they'll come back to me.

I 100% agree with you, this is not really authentication if it doesn't authenticate as the same user our agents already interacted with in previous tickets.

View comment · Posted Feb 07, 2022 · Kevin Konings

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Kevin Konings commented,

CommentWeb Widget documentation

Hello!

We have been waiting for this feature, as we intend to use it to link Zendesk Messaging users to users in our app, so we can e.g. show additional information to our team through a Zendesk app or similar means. For this link, we are trying to use the external ID, which would be our app user ID.

However, we have not been able to achieve that so far:

  • when a user creates their first ticket and has not existed in Zendesk before, there seems no way to access their external ID through the API as far as I can tell (the field external_id was always null in our tests when I call /api/v2/users/{ZENDESK_USER_ID} for the newly created Zendesk Messaging user). The email address is null as well, despite being submitted as part of the JWT.
  • when we instead create a user before their first usage of Zendesk Messaging and upon registration in our app through the API, and set both the external_id and their email, and then authenticate with a user using these same values in the JWT as external ID and email address, a completely new user is created instead of Zendesk authenticating that user as the one we previously created.

Especially the latter behaviour seems like it goes beyond being a limitation - effectively Zendesk seems to create two users using the same email address. This doesn't seem like it would be an issue exclusive to our workflow, but instead also creating users that e.g. have handed in tickets before using that email address.

So my questions are:

  • should the external_id be accessible through the API, or can we create a user beforehand with a specific external ID? If not, is this on your roadmap?
  • is that behaviour regarding creating more than one user with the same email address intended, or part of the current limitations? If so, what would be the recommended approach in dealing with this?

View comment · Edited Jan 28, 2022 · Kevin Konings

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