Comments not loading for specific users
We are using Zendesk APIs to fetch tickets for a user and for displaying the ticket comments we are using Support SDK. We are using JWT identity for the support SDK. We are facing an issue with some users wherein the comments are not loading in the support SDK. We are basically seeing the message - "Failed to load comments". Can you please help us with this?
We are also contemplating to use anonymous identity instead of the JWT identity for the support SDK to overcome the "Failed to load comments" issue. We would be sending the email, first name and last name with the anonymous identity object. Let us know if this is the right approach. The user in our app is authenticated before he can access zendesk so wanted to check if using anonymous identity would be ok as the user is already authenticated.
Please let us know.
It looks like your team has an ongoing ticket for this issue. We'll continue to support you via that.