Hello Zendesk Support Team,
We are currently developing a live chat integration using Zendesk and encountered a limitation related to user identity synchronization between Sunshine Conversations and the Zendesk ticketing system.
It appears that Sunshine Conversations (Live Chat) operates on a separate user identity system from Zendesk Support, and we are unable to update the user's name or email via the Sunshine Conversations API. We have not found any official API that allows us to modify these fields directly within the live chat session.
As a result, the tickets generated from live chat often display incorrect or placeholder user information in Zendesk Support.We’ve attempted a workaround: after the ticket is created, we use the Zendesk Support API to search for the ticket and then create or update the user with the correct name and email. However, this process is inefficient — it takes at least 30 seconds to complete, which is unacceptable in a real-time support environment.
We would like to ask:
Is there any way to update the user's name and email in Sunshine Conversations so that it reflects correctly in the Zendesk ticket?
Is there a recommended approach or best practice to ensure the user identity in live chat is synchronized seamlessly with the user in Zendesk Support?
Any guidance, best practices, or official recommendations would be greatly appreciated.
For example:
the user provides the email, or maybe his name, but in zendesk ticketing, it shows the id of live chat customer.
What we expected:
The requester name and email shows like this.
Realized by updating ticket and requester fields, but it takes too much time.
The cleanest approach to this situation would be to implement JWT authentication in the widget or SDK that users start conversations from. This gives you the ability to supply the user's name and email in the auth attempt to identify the user.