Accessing Zendesk Chat History on Different Devices
What happens if a visitor uses different devices to access the Zendesk Web Widget?
If a visitor accesses the Zendesk Web Widget from different devices, past chat conversations will not be available unless the visitor is authenticated. Authentication ensures that the chat history is tied to the visitor's identity rather than the device.
Without authentication, each device is treated as a separate visitor due to the use of cookies, and past conversations won't be shared across devices. To configure this, you need to enable visitor authentication in your settings.
More related questions
How can visitors view past chat conversations in Zendesk Web Widget (Classic)?
Visitors can view past chat conversations in the Zendesk Web Widget (Classic) if they are authenticated. This feature allows site visitors to easily refer back to previous chat sessions without needing to search through their email for chat…
How does the pre-chat form affect chat history visibility in Zendesk?
The pre-chat form in Zendesk does not show past chat history unless the visitor is authenticated. If two different people enter the same email address in the pre-chat form without authentication, they will be treated as separate visitors, and past…
Can chat history be restricted in Zendesk Web Widget with custom authentication?
By default, chat history is available to JWT authenticated visitors in Zendesk Web Widget. However, if you want to restrict chat history even with custom authentication, you would need to build a custom widget using the Web SDK. This customization…
What should I do if my users can't see past chat conversations in Zendesk?
If your users are unable to see past chat conversations in Zendesk, ensure that visitor authentication is correctly set up. This feature is necessary for users to access their chat history. You can test the setup by assuming the end user's role and…
How does Zendesk handle chat tickets with the same email address in Agent Workspace?
In Zendesk, chat tickets are tied to the end-user identity in Support, which is separate from the Chat end-user identity. If a non-authenticated visitor enters the same email address on different devices, the ticket will be associated with the…
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