How to set the ticket requester to use login user in help center with embedded web widget | Community
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How to set the ticket requester to use login user in help center with embedded web widget

  • May 7, 2024
  • 1 reply
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B

I activate the web widget (embed) in Help Center. 

When my user use the web widget in Help Center (and after login in the Help Center), the conversation converted to Zendesk ticket but recorded the requester as ‘Web User’.

I expect the ticket should be recorded as login user automatically, how to set this?
I understand that I can manually change the requester in agent workspace, but the problem is this will add unnecessary step for the agent and will created a bunch of garbage (Web User) in Customer list which is another unecessary step for the agent or admin to clean up the garbage user.

    1 reply

    P

    Hello, @benny13 

    To ensure that the Zendesk tickets created via the web widget record the logged-in user as the requester instead of ‘Web User’, you’ll need to authenticate the users properly. This can be achieved by using JSON Web Tokens (JWTs) to authenticate end users for messaging.

     

    Here’s a high-level overview of what you need to do: 

     

    Activate Messaging and Zendesk Agent Workspace: Make sure that both messaging and Zendesk Agent Workspace are activated on your account.
    Issue JWTs: You will need to issue JWTs to your end users. The JWTs must contain both the email and email_verified: true claims if you want authenticated users to have verified email identities.
    Configure Email Identities: Associate email identities with end users. AARP Mahjongg You can choose to use email identities with authenticated or unauthenticated users. However, for security reasons and to prevent impersonation, it’s recommended to restrict email identities to authenticated end users.
    Handle Email Conflicts: Be aware of potential email conflicts, especially if you’re using both verified and unverified email addresses. Agents might need to perform an identity verification check before manually populating the email identity to prevent social engineering attacks.

     

    By following these steps, you should be able to configure the web widget so that the tickets are automatically recorded under the logged-in user’s name, eliminating the need for agents to manually change the requester and clean up the customer list.

     

     

    I hope it's helpful for you.

     

    Best Regard,
    Patrick Fritz

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