Working with Authenticated Users in Zendesk - Frequently asked questions
Explore common questions about managing authenticated end-users in Zendesk Agent Workspace. Learn about setup, troubleshooting, and best practices.
Frequently asked questions
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…
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…
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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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
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