Miti Shah

Hi Team,

We have gone live with Zendesk in production, but we are encountering a few instances where the external ID and email are not being mapped to the tickets created by chats. We are using Zendesk messaging package 2.14.0v.

Before starting the messaging window, we call the JWT token creation API to authenticate the user with their email ID and our unique external ID. However, in some instances, this information is not getting mapped to the tickets, preventing us from authenticating the user.

Please look into this issue as a priority, as it is affecting our chats.

Instances - 
https://nium7225.zendesk.com/agent/tickets/94898/events
https://nium7225.zendesk.com/agent/tickets/93536

https://nium7225.zendesk.com/agent/tickets/93537