Understanding ExternalId in Zendesk and Sunshine
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 devices.
In Zendesk, the external_id is used to map incoming conversations with messaging and the Sunshine Conversations externalId. It is a unique identifier from another system, which can be set with SSO or updated via the API. This helps in integrating Zendesk Support with third-party systems. For more details, visit 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…
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…
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…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
