Unable to change a user's name on the agent workspace from my web app

I am unable to change a user's name on the Agent Workspace from my web app. I am able to successfully send a payload (name, ext id, email) to Zendesk's API (windows.zE), but the user's name is not registered (only the ext id).

There is a text in the chat that says that the user's name has been changed but it is not reflected on the user's profile on Zendesk. (ex. Displays "Visitor 27559663" instead of "Eric"). This was not an issue a few months ago and I was wondering if this issue was currently being worked or is noticed.