Identifying Authenticated End Users in Zendesk
How can agents identify authenticated end users in Zendesk Agent Workspace?
Agents can easily identify authenticated end users in the Zendesk Agent Workspace by looking for a check mark icon next to the end user's name in the ticket conversation. This icon signifies that the end user's identity has been verified, providing an extra level of security and confidence for the agent.
It's important to note that this authentication information is only available during messages and live chat conversations. Once the conversation moves to email, the authentication icon is no longer visible. Additionally, agents have the ability to edit the end user's details, such as name, email address, location, and language, within the agent workspace.
More related questions
What is the experience for authenticated end users using the Web Widget?
Authenticated end users using the Web Widget have a seamless experience, as their ongoing chat sessions and messaging conversations are synced across devices. This allows them to switch computers or browsers without losing their conversation…
Can agents edit details of authenticated end users in Zendesk?
Yes, agents can edit the details of authenticated end users in the Zendesk Agent Workspace. This includes modifying the end user's name, email address, location, and language. This flexibility allows agents to ensure that the end user's information…
What happens to the authentication icon when a chat ends?
When a chat conversation with an authenticated end user ends, the green check mark icon that indicates authentication disappears. This icon is only visible during active chat sessions to signify that the end user's identity has been verified. Once…
How does JWT SSO affect user creation in Zendesk?
Using JWT SSO for user authentication in Zendesk can sometimes result in new users being created with random names, such as 'Visitor 88802267'. This occurs when the JWT SSO process does not correctly pass the user's name and email from your…
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