Impact of Authentication on Zendesk and Sunshine Users
How does end-user authentication affect user objects in Zendesk and Sunshine Conversations?
End-user authentication plays a crucial role in how user objects are managed in both Zendesk and Sunshine Conversations. When a user is authenticated in Sunshine Conversations, an externalId is associated with their appUserId, allowing the user to be linked to the same conversation across multiple devices.
In Zendesk, the external_id is a unique identifier from another system, used to map Support to third-party integrations. This value is null by default and can be set with SSO or updated via the API. If a user is unauthenticated, Zendesk temporarily tracks them using their browser session, but this doesn't allow tracking across different browsers. For more information, refer to theoriginal link.
More related questions
What is the difference between a user in Zendesk and a user in Sunshine Conversations?
Zendesk and Sunshine Conversations handle user identities differently. In Sunshine Conversations, a user is identified by an ID, which is the primary identifier in the Sunshine Conversations v2 API. In contrast, Zendesk assigns a userId upon user…
What is the role of externalId in Sunshine Conversations and Zendesk?
The externalId serves as a unique identifier for users in both Sunshine Conversations and Zendesk. In Sunshine Conversations, the externalId is set at user creation or through authentication, linking a user to the same conversation across multiple…
How are new messages handled in Zendesk when sent by a Sunshine Conversations user?
When a Sunshine Conversations user sends a new message, Zendesk uses the external_id to map the message to the corresponding Zendesk user. If a ticket already exists and is not closed, new messages are threaded into the existing ticket. If there is…
What happens if a user is unauthenticated in Sunshine Conversations?
If a user is unauthenticated in Sunshine Conversations, Zendesk can temporarily track them using their browser session. This allows the system to associate the returning user with the same Sunshine Conversations appUserId, as long as they visit a…
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