Our Product team would like to begin onboarding new users without email addresses to make user sign up process quicker. This introduces many concerns regarding user profile management and our ability to communicate with users as we currently only have email support channel.
I had thought that the Support SDK would address most of these concerns: With Zendesk mobile SDK implemented in our app we would be able to communicate with users about their tickets through comments they could read natively in the app.
However, I became concerned when I read this:
After getting a unique identifier from your app, Zendesk will send it in a request to your dedicated JWT endpoint. Zendesk will expect a response containing a JWT token confirming that the user is known and trusted. The token must include name and email properties.
So does this mean that we are going to need customer email addresses in order for the Zendesk mobile SDK to function properly? I had thought a user would authenticate to our application and to their Zendesk profile simultaneously through SSO...and then we would know the identity of the authenticated user in both our application and in our Zendesk. But this makes it sound like we still need to know the user's email address. 🤔
A phone number only/email optional support environment isn't a unique use case so I feel like there has to be a way to do this. I'm not a developer and I've never implemented Zendesk SDK so please excuse any lack of technical insight here. Any thoughts on this would be appreciated!