We are facing an issue with the tickets created via the Messaging Web SDK, here is a summary of the issue with tickets missing contextual information:
1. There are some tickets created via the chat widget that correctly display the name for the authenticated user on the "Agent Workspace". However, on these tickets we are missing the email to be shown in the Zendesk Agent Workspace. I have checked and verified that the email is included in the JWT we use to authenticate against Zendesk, so I am wondering if this is an issue after we authenticate with Zendesk or if it is something we are missing.
2. There are other tickets (not sure about how many or what percentage of the newly created tickets fall in this category) that include a weird name such as this ticket and no email again.
Tickets created via the Messaging chat widget are missing crucial contextual information like user email address
- Employee
- Do any error codes come up when creating the ticket? Can you also share a code snippet of how you're making the ticket creation request?
- Can you give me an example of what you mean by weird name?
Hi Erica,
1. We don't seem to have any errors while creating the ticket. However, ALL of our tickets are still missing contextual data since the Contextual Data App does not load.
Here is an example from yesterday (#280555)
This is another example with both a random name and missing contextual data (#279609):
Hey again, I just noticed that the email is also missing from our tickets. This could be the reason why the Contextual Data can't query the right user. Any idea of why the email is not being propagated when the user is logged in. I have double checked with the backend engineers and the JWT used to authenticate the users all MUST include an email so the JWT is not missing it.
I am also attaching the code we use to authenticate an user:
Hi Erica, any feedback on Henderson's information?
- Employee
Hi Henderson,
It looks like it is reverting to an anonymous user. The SDK is designed to do this when the JWT service emits an error.
Also, there are two ways to authenticate users with the messaging widget. That is with external id and or email identities.
Have you confirmed that Email identities have been configured correctly in the account? There are 3 options for configuration here so I would confirm that the correct one for your needs is configured.
Another important thing to note is that external ID will always be the primary identifier used. So let's say an email address is already associated with a different external ID, Zendesk will reject the JWT and the conversation will start as with unauthenticated user. In which case you'll either need to update the JWT with the correct external ID or email address OR delete the user with the conflicting external ID.
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