Consequences of Not Using External ID in Zendesk
What happens if I don't use an external ID for existing users in Zendesk?
If you don't use an external ID for existing users in Zendesk, the system may create a new user profile without an email address. This can lead to duplicate profiles, requiring you to merge them later. To prevent this, ensure that existing user profiles have an external ID and use it in the JWT authentication process.
Updating your Zendesk user database with external IDs via API or bulk upload can help maintain accurate user profiles and streamline the authentication process.
More related questions
Can I display the customer's email in Agent Workspace with messaging authentication?
Yes, you can show email addresses with messaging authentication. When you set up messaging authentication, the email and external ID are linked to a new end user profile in Zendesk. For existing users, their profiles usually already have an email…
How do I link a user's email with their profile in Zendesk?
Linking a user's email with their profile in Zendesk involves using external IDs. For new users, their email and external ID are automatically linked to a new profile. For existing users, ensure their profile has an external ID, which is used with…
How can I update user profiles in Zendesk to include external IDs?
Updating user profiles in Zendesk to include external IDs can be done using the API or through a bulk upload. This step is crucial to ensure that existing users are correctly linked during the JWT authentication process, preventing the creation of…
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