Support » Plugin: Zendesk Support for WordPress » External ID Conflict

  • Resolved Kevin


    I am using Zendesk Multi-Brand on two different domains. I was using Zendesk for about 1 year prior to setting this up, and have about 18.000 users currently in Zendesk.

    This second brand I setup is a new Membership website for a vast majority of the same customers already inside Zendesk. Many of the already existing users in Zendesk are now accessing a new Help Center via a new WordPress install.

    This plugin transfers their WordPress ID as an External ID inside Zendesk. Being this is a new WordPress install, the WordPress ID numbers are very low.

    Many customers are having challenges accessing Zendesk because the external id the plugin is trying to transfer over already exists inside Zendesk.

    Is there a way to not transfer external id, or only match on email address? Even if I was able to solve the problem today for the existing customers, every sequential wordpress ID moving forward would run into the same challenges until both WordPress and Zendesk ID’s are past 18.000.

    I am trying to not have to update my WordPress ID’s via MySQL unless necessary. I do not use the external ID for anything on my end. Any help is appreciated. Thanks.

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  • Plugin Author zendesk_official


    Hi @kcmquickreport,

    Sorry for getting back very late to you about this, but we have just now released a new version (v1.7.0) of the plugin that give you an option to disable using external_ids for SSO.

    Go to ‘Zendesk -> Remote Auth -> Enable External IDs’.

    Note however, that disabling external IDs in SSO has a very important caveat that you should know about, in that email changes in your WordPress will not be automatically reflected in your Zendesk Support Portal.

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