Zendesk Shared Browser Session Handling
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 would be attributed to the first user who created a ticket on that browser. Now, if User A starts a chat with their email, and later User B starts a chat with their own email on the same browser, each ticket will correctly reflect the respective user as the requester. This improvement helps prevent confusion and ensures accurate ticket attribution. For more details, you can refer to theoriginal article.
More related questions
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…
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…
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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