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Allow identifying/attaching a user to a conversation with anonymous user

Helpdesk

When users are not logged in, but are identified as users on the platform by support rep. then it would be convenient to select the user, so Feature Requests can be made on their behalf via Inbox.

Solution

Option to identify users within anonymous chats - similar for setting an assignee or team, but for the user - who is communicating with support via Email or Messenger Widget.

Post type
💡 New feature
What part of Help Desk?
Posted by Rambod Rahmani ·
1 comment

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Comments1

  • Logan Daly-Doersam

    •

    Aug 26, 2025

    We should easily be able to assign the user, as we often know who it is but they message us either not logged in, or sometimes we get a forwarded email.

    In the “User details” in the right panel, I would imagine you just click the name and change it to the correct user. (Or it can be a separate field like "Link User," "Connect," or "Associate Contact.") - that will let you search your own known users.