Display Customer Email in Zendesk Agent Workspace
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 address and an external ID. It's important to use the external ID with JWT to link the user correctly. If you skip this step, the system might create a new user without an email, requiring you to merge users later.
To avoid merging, update your Zendesk user database using API or bulk upload to assign external IDs to users. Use these IDs in the JWT authentication process. For more details, check out the originalZendesk article.
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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…
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…
How can I update user profiles in Zendesk to include external IDs?
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