Requester email is not getting updated

Issue symptoms

I am using AI agents - Advanced with Sunshine Conversations as the CRM integration. When a conversation is escalated from the AI agent to Zendesk, the requester’s email address is not correctly populated in the ticket.

Resolution steps

When a user profile is created in Zendesk, it includes both an email address and an external ID.

This typically occurs when a user profile already exists in Zendesk, and a ticket is created using an email address along with the external ID.

Internally, Zendesk attempts to match the provided external ID with existing user records. If no match is found, a new user profile is created. In such cases, unverified email addresses are discarded.

When an external ID is present, unverified emails are ignored entirely.

To resolve this behavior, there are possible solutions:

To use an external ID in combination with an email address, implement user authentication for messaging by signing the email value with JWT. For more information, see the article: Setting up user authentication for messaging.

Omit the external ID to allow unverified email addresses to take precedence.

If you would like Zendesk to ignore the external ID when creating or associating users, contact Zendesk customer support to enable this configuration.