My project has been using the WebWidget for ticket submission since V1. In March of 2019 we converted what little code we have to use V2. There are two components we use, prefill and identify. The issue we are experiencing is with identify. As in this documentation: https://developer.zendesk.com/embeddables/docs/widget/core#identify
We only create accounts in Zendesk when the user submits a ticket through the WebWidget. We use the fields in identify to populate that new account. The problem is that the organization field is commonly missing in the created user account. We can show we always pass that field but in the account creation on Zendesk the organization field is empty. We understand that this will only be used on new accounts (emails) HOWEVER our experience is that is not happening at all. From the notes in the documentation we do also populate prefill with the same fields and have verified that the organizations exist prior to ticket submission.
From the documentation: "The Identify API call occurs when the widget loads. In the event that a ticket is submitted before a user record is created by the Identify API call, the details in the ticket are used for creating a user record."
If we are passing the same fields there are a few questions we pose:
- Would this be the problem we are experiencing if the ticket creates the user account before the identify api call?
- How do we test if this is the case, that the identify is not called appropriately?
- If the ticket is creating the account prior to Identify, should that not set/correct the organization field? How do we ensure that if submission is expected to set the org field for new users.
- "IP address: A limit to identify users on a single IP address." If our clients users all come from one IP and identify is called when the widget loads, would this hit this limitation? (is that when the widget is opened by the user? or when the help button appears on the page?)
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