Hi,
We use embed web widget in our site which can let end-users submit tickets through contact form. We found that some end-user's tickets may mismatch the corresponding organization when they submitted multiple times on a single IP address. Before the ticket is submitted, We call the identification API to identify end-users. We noticed that zendesk may throttle the identify request on above scenario, as a result the ticket would be mismatched. Is there any way that can improve the rate limit?
Thanks.
Hi Bernie, thanks for posting your question. At this time, there is no way to modify how the Identify API throttles limits to identify users on a single IP address. I would recommend potentially using Business Rules to further ensure tickets end up as you expect them.
Nara S (she/they) | Zendesk Technical Support Engineer