Plan requirement
| Subscription | Any plan |
| Access | Admin |
Authentication tells Zendesk who the visitor is, so their history follows them rather than the browser they used.
What changes
- The conversation is tied to a person, not to a browser. They see it on their phone as well as their laptop.
- Agents know who they are talking to, with their tickets and organisation in the context panel.
- History is private. Someone else on the same device does not see it.
- You can restrict what they reach based on who they are.
How it works
Your website, which already knows the visitor is signed in, passes a signed token to the widget. Zendesk verifies it and treats the conversation as belonging to that user.
This is website work rather than a setting, and it needs a developer. The Zendesk side is enabling it and holding the key.
When it is worth the effort
- Customers already sign in to your site or app. Then it is a small addition with a large benefit.
- Conversations are personal or financial, where history on a shared device is a genuine risk.
- Agents need to know who they are talking to before they can help at all.
When to skip it
A public site where visitors do not have accounts. Authentication there means asking people to sign in before they can ask a question, which loses more than it gains.
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