Plan requirement
| Subscription | Any plan |
| Access | Admin |
Where the widget sits on your help centre, the signed-in visitor can be recognised without any development work.
Turn it on
- Open the Web Widget settings in Admin Center.
- Enable help centre authentication for messaging.
- Save and test while signed in and signed out.
Why this is the easy version
On your own website, recognising a visitor takes a developer to issue a signed token. On the help centre, Zendesk already knows who is signed in, so it can pass that through by itself.
Same benefit, none of the work: history follows the person, and agents see who they are talking to.
What it does not cover
Only the help centre. The widget on your main website still needs the developer route if you want the same there.
That produces a sensible middle ground: authenticated conversations from the help centre, anonymous ones from public pages.
Signed-out visitors still get through
Turning this on does not require anybody to sign in. Visitors who are not signed in have an anonymous conversation as before; those who are get the better experience.
Test both
Start a conversation signed in and check the agent sees the right user. Then sign out and start another, and check it still works. The second is the one people forget, and it is the one most of your visitors will do.
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