Fill Name and Email in Messaging Chat via API (mobile app related)

1 Commentaires

  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hello Administration Account,

    Unfortunately, this is a known issue that existed since the beginning: While you can prefill ticket custom fields, you cannot prefill name and email with Messaging. Basically, you have 2 options:

    1. Provision your end users to Zendesk as they are created. Do not rely on JWT authentication to create users only when they get in touch because it will ignore email addresses (probably the best solution).
    2. Create custom app/integration that retrieves user email from SunCo. A workaround provided by another community moderator.

    Hopefully none of this will be needed when Zendesk starts to sync user email from the JWT, which we all hope is soon.


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