We are experiencing an issue with Zendesk support, when we receive chats via messaging. The customers can have the same journey to speaking to an agent however sometimes it will then show in the subject as conversation with [customers name] more often it shows as Conversation with Web User [followed by random characters and numbers]. I am not sure what is causing this to happen. any suggestions to help look into would be great
conversations via messaging sometimes has Requestors name sometimes Web User
Same problem here. It happens very sporadically in our case though, like 1 in 100 cases. It looks like these customers are not authenticated at all, since we usually verify all customers via JWT. However, as far as I see, in these cases customers are not even asked for email and name, which would be the default behavior of the widget when non-authenticated start messaging. Any ideas how we can troubleshoot this issue?
After some additional tests we found that the messaging widget actually does not ask for the email address in the moment when the JWT response token is undefined or includes an external_id which does not belong to any user in Zendesk. We saw in our JWT server logs that in some cases, although we use the signed_in condition in the help center, the "users/me" endpoint returns the following data:
"user_id": null,
"name": "Anonymous user",
"email": "invalid@example.com"
In order to find a solution for this problem, we will now offer users to log-in (again?) or file a support ticket via a different form if they have problems with the login.
It would be good though to understand, under which conditions the widget asks for the email if no JWT token is provided.
Marius Wilhelmi Tom Watsham - we are having the same issue receiving “Web User” profile in messaging but all of our user are authenticated.
Do you happen to find any workaround on this one? Thanks a lot in advance!
@jahn11 yes, we found a workaround. While we never understood why this happens sometimes, we could just add the “ask for details” block in the bot editor and add the “name” and “email” system fields to be requested. These fields only pop up in the user journey if not yet filled, so when the authentication is successfuly, a user will not see these fields, otherwise the user has to enter name and email address to continue.
Thank you for this Marius Wilhelmi - we will probably do this for the time being but the major problem we are still facing is why is this happening. Even the Zendesk team cannot identify the root cause of this issue.
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