The agents will be able to view the external id as part of the end user's profile.

Agents: Verified end users will be identified in the Agent Workspace by an authentication icon:.

End users: Once they have been authenticated and their identity has been verified with Zendesk, the end user will not be prompted to provide their name or email address by the messaging bot as part of the default messaging response.

Once authentication for messaging is implemented, end users and agents will see slight changes in their experiences: If this information is collected and included in the JWT, it will appear in the Agent Workspace.

Including the name may help agents communicate with end users. If you have multiple brands in your Zendesk account, a user must have a unique identifier in each brand. These are alphanumeric strings (usernames or customer ID numbers, for instance) that are unique to each user. Unique user identifiers, or external ids.See Creating and sharing the signing key. A signing key is created by a Zendesk admin in Admin Center, and shared with your developer, who will then use it to sign the JWT as necessary. See jwt.io for detailed information on JWTs. These tokens verify the identity of the end users. Zendesk uses signed JSON Web Tokens (JWT) for authentication in messaging. JSON Web Tokens (JWT) for authentication.To understand how end user authentication for messaging works, you should be familiar with the key elements involved in the authentication process:

Web messenger