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Configuring the Correct Ticket Requester in Zendesk for Intercom Messenger with Handoff to Agent

How to ensure a seamless handover from Fin in Intercom Messenger to a Zendesk agent, correctly assigning the ticket requester.

Updated over a week ago

Overview

This guide explains how to ensure that when a conversation is handed over from Fin in Intercom Messenger to a Zendesk agent, the correct user is automatically assigned as the ticket requester in Zendesk. This setup ensures a seamless experience where users interact with Fin in Intercom Messenger and, if needed, receive responses from agents in Zendesk while continuing the conversation in Messenger.

How It Works

When Fin hands off a conversation to a Zendesk agent, a ticket is created in Zendesk. The ticket requester in Zendesk is determined by the external_id associated with the user in Zendesk. To ensure the correct user is assigned as the ticket requester, follow these best practices:

  • Ensure that the external_id in Zendesk matches the user_id used in Intercom Messenger.

  • Pass a user_id when installing Intercom Messenger that corresponds with the external_id used in Zendesk.

  • Enable Identity Verification to prevent impersonation and ensure that the user identity remains secure

Step-by-Step Configuration

1. Ensure User Identification Consistency

To guarantee that Zendesk assigns the correct user as the ticket requester, follow these steps:

  1. In Zendesk, ensure that each user has a unique external_id, typically their user_id or email.

  2. In Intercom, when installing Messenger, pass a user_id that matches the external_id used for that user in Zendesk.

  3. If no user_id exists, the user's email is used instead to match the external_id in Zendesk.

2. Validating the Setup

To confirm that the correct user is assigned as the ticket requester:

  1. Start a conversation in Intercom Messenger while ensuring that the correct user_id or email is being passed.

  2. Request to talk to a person (or any variant of that which will pass to a teammate).

  3. When Fin hands off the conversation, check the new ticket created in Zendesk.

  4. Verify that the requester matches the expected user.

  5. If the requester does not match, confirm that the user_id in Intercom Messenger aligns with the external_id in Zendesk.

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