**Situation:** (TL:DR) On embedded web widgets, updated customer information doesn't easily pass into existing Zendesk user records.
By default, customer information does not easily flow from a web widget embedded in our proprietary application onto our customer end user record in Zendesk. When end users are already in Zendesk (as created by an email or chat), unless extensive outside developer work is handled, if an end user updates their identity within our application (where they are authenticated), this information is not passed over into the Zendesk customer record.
Additionally, we do not have the ability to administratively prefill or lock in customer information for the Contact Us form for our authenticated users—this is something that a developer must be involved on. We would need the ability to differentiate between unauthenticated and authenticated end users and lock only authenticated end users (as dictated by our application).
Our specific use case is that the customers are not authenticated within the Zendesk external help centers and only through our proprietary party applications (currently JWT for external customers or SSO for internal customers).
**Current Workaround:** If an end user changes their information, in chat, we can determine if this is an authenticated user by the green check mark—but this exists only while a chat session is live. It is not persistent. For web widget emails, we have no way to tell if this is an authenticated end user. We currently do not have an administrative way to pass JWT or SSO information onto an end user record in Zendesk.
**Business Impact:** This leads to a potential security concern. We then have to rely on our agents to adjust the end user information in Zendesk. Without being able to easily identify authenticated end users and to pass updated authenticated customer information through to the custom user fields, there is increased swivel time for our support agents to look up the end user in multiple other systems as well as increased handling time of tickets. Additionally, any time that developers are involved there is a longer timeframe for testing and implementation along with greater cost to the business.
**What we’d like to see happen:** If there was a way to be able to easily determine for JWT/SSO users who is authenticated and to have this be persistent, that would be great. We’d like the ability to fill in and lock in end user information only for authenticated end users from both chat and the contact us ticket form. Additionally, if there was a way that an administrator could more easily handle any of the aforementioned suggestions and connect applications to have end user information be passed through the JWT/SSO without having the need to involve developers that would be appreciated.
Thank you for considering our feedback and requests!