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Unrecognized Users

  • February 27, 2026
  • 3 replies
  • 19 views
A
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Hi All, 

We are attempting to use the Fin overlay on Zendesk Messaging. During several live deployment tests, we found that a quarter of our users are showing as ‘unrecognized’ which creates a duplicate profile in Zendesk. 

  • This wasn’t a problem when using Zendesk Messaging independently (no Fin overlay)
  • We haven’t changed anything with our Zendesk Messaging widget authentication (JWT)
  • Example code was reviewed and found to be functioning correctly per Fin and Zendesk Support

Has anyone else faced this issue and found a resolution? 

The duplicate profiles cause more work for agents to merge and impact our reporting if the profiles aren’t tied together. 

Thanks!

    3 replies

    Nico Magbiray
    Innovator ✨
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    • Nico Magbiray
    • Innovator ✨
    • February 28, 2026

     

    Hi,

    It sounds like quite a hurdle to deal with duplicate profiles, especially since your JWT was working so well before. A humble tip is that the Fin overlay acts as a new middle layer, so it’s worth double-checking that your Identity Verification settings in Intercom are perfectly synced with Zendesk to pass that user data through. It’s also possible these "unrecognized" users are interacting with Fin before your authentication script fully loads, creating an anonymous session by mistake. You might find it helpful to look into your deployment rules to ensure Fin only triggers once the user's identity is fully confirmed to keep your reporting clean.

      A
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      • arupert
      • Author
      • New Participant
      • March 2, 2026

      ​@Nico Magbiray - Thanks for the help! We will check this out.

      K
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      • Kevin Stevens
      • New Participant
      • March 2, 2026

      ​@Nico Magbiray - Can you confirm where in Fin someone could find the Identity Verification settings or Deployment Rules? I’m having some issue finding where or what these are for Fin for Zendesk Messaging. Thanks!

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