Working with authenticated end users in the Zendesk Agent Workspace

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If enabled by a Zendesk administrator, agents can work with authenticated Chat visitors and authenticated messaging end users in the Zendesk Agent Workspace. Authenticated end users provide agents with an extra level of security and confidence because the identity of the person they are talking to has been verified. Also, when agents work with authenticated end users, they have more context and continuity when they view the end user's conversation history.

Topics in this article include:

About the agent experience with authenticated end users

About the Web Widget experience for authenticated end users

Related topics

Optimizing the Zendesk Agent Workspace

Authenticating end users in messaging for the Web Widget and mobile SDK

Enabling authenticated visitors in the integrated Web Widget

About the agent experience with authenticated end users

Agents can tell a chat visitor or messaging end user is authenticated by the check mark icon that appears next to the end user's name in the ticket conversation.

Authentication information is limited to messages and live chat conversations, when the conversation moves to email, the authentication icon is not extended. Also, unlike authenticated Chat visitors in other Zendesk interfaces, agents can edit the visitor’s end user details in the agent workspace, including name, email address, location, and language. The same is true for authenticated messaging end users.

For Chat visitors, the green check mark disappears when the conversation ends.

About the Web Widget experience for authenticated end users

In the Web Widget, authenticated end users have a slightly different experience from visitors who are not authenticated. Ongoing chat sessions and messaging conversations are synced across devices when the end user is authenticated. This gives the end user flexibility to switch computers or browsers and continue their ongoing conversation. Also, the authenticated end user can see their past conversations in the widget by scrolling up in the conversation log.