This guide explains how to ensure that when a conversation is handed over from the Fin 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 the 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_idin Zendesk matches the user_id used in Fin Messenger.Pass a
user_idwhen installing Fin Messenger that corresponds with theexternal_idused in Zendesk.Enable JWTs 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:
In Zendesk, ensure that each user has a unique
external_id, typically theiruser_idoremail.In your Fin workspace, when installing Messenger, pass a user_id that matches the
external_idused for that user in Zendesk.If no
user_idexists, the user's email is used instead to match theexternal_idin Zendesk.
Note:
If you have updated list-type fields in Zendesk that are used in ticket forms or user profiles, ensure these updates are reflected in Fin by re-syncing the fields. Navigate to Settings > Integrations > Zendesk integration, and in the "Sync data from Zendesk" section, select the attributes and re-sync the updated list-type fields.
Additionally, ensure that list-type fields being synced do not exceed Fin's limit of 1,000 options. If any attribute surpasses this threshold, consider consolidating the entries or reducing their total number to ensure successful syncing.
2. Validating the setup
To confirm that the correct user is assigned as the ticket requester:
Start a conversation in Fin Messenger while ensuring that the correct
user_idoremailis being passed.Request to talk to a person (or any variant of that which will pass to a teammate).
When Fin hands off the conversation, check the new ticket created in Zendesk.
Verify that the requester matches the expected user.
If the requester does not match, confirm that the
user_idin Fin Messenger aligns with theexternal_idin Zendesk.If ticket records display coded IDs instead of user names or emails, verify that an email attribute is being collected in the Fin workflow. Missing email attributes can prevent Zendesk from populating corresponding user details.
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