We have a software where people log in to use our software. In previous support software we have used in the past, we could add a script that would allow us to know if someone that contacted chat was a paid user or a lead.
We zendesk to auto-populate who you are speaking to based on who they are logged in as in our system. We achieved this with another chat provider by simply adding a bit of JavaScript that had variables populated by our system so that the chat widget could populate the name of the person we were chatting with.
We don't want our users to have to sign on through zendesk. (Like we have the sign on with google)