Username Mismatch in Zendesk Pre-Chat Form
Learn why Zendesk defaults to existing user profiles over pre-chat form entries and how to resolve mismatches.
Why doesn't the username from the pre-chat form match the requester on the ticket in Zendesk?
In Zendesk, if there's a mismatch between the username entered in the pre-chat form and the existing user information, the system defaults to the name in the user profile. This is because Zendesk prioritizes the existing user profile information over the pre-chat form entry.
End users can only change their username by authenticating into the help center and editing their user profile. This prevents anyone from using a different email address in the pre-chat form to impersonate someone else. If there's a discrepancy, a yellow notification will appear in the customer context, alerting agents to the mismatch. For more details, you can refer to the originalZendesk article.
More related questions
How can end users change their username in Zendesk?
End users can change their username in Zendesk by authenticating into the help center and editing their user profile. This is the only way to ensure that the username matches the one used in the pre-chat form. This process helps maintain the…
What happens if there's a name mismatch in Zendesk's pre-chat form?
If there's a name mismatch in Zendesk's pre-chat form, a yellow notification will appear in the customer context. This notification alerts agents that some contact details provided in the conversation don't match the user profile. The notification…
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