Zendesk Chat: Email and User Creation
What happens if a user initiates a chat without an email and then with an email?
When a user starts a chat without an email and later initiates another chat with an email, Zendesk creates a new user.
For example, if User A starts a chat with just their name, a ticket is created with User A as the requester. If User A later starts another chat with their name and email, a new user is created with that email, and a new ticket is attributed to this new user. This change ensures user data security and prevents incorrect user attribution. You can merge the two users if you confirm they are the same person.
More related questions
How does Zendesk handle shared browser sessions now?
Zendesk now identifies requesters by their email in shared browser sessions. This means that when users share a browser, each new ticket is attributed to the user associated with the provided email. Previously, the requester of subsequent tickets…
What should I do if I see a notification on Ticket A in chat?
If you see a notification on Ticket A after User B creates Ticket B, it's a warning that contact details don't match the user profile. This notification is meant to alert agents that the user details in the chat widget may not match the original…
How can I manage users created from shared browser sessions?
You can manage users by merging them if they are the same person, especially when created from shared browser sessions. When a user initiates a chat without an email and later with an email, Zendesk creates a new user to ensure data security. If…
What improvements have been made for Zendesk's shared browser experience?
Zendesk has improved the shared browser experience by attributing tickets to users based on their email, preventing confusion. Previously, tickets were attributed to the first user who created a ticket on a shared browser. Now, each new ticket is…
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