We've experienced an issue that causes us a lot of inconvenience and happens only on Android. Unfortunately, we are not able to reproduce it, we only know that it happens in the live version of the app to many users.
In some cases when the same user with the same IP address sends us a message, in the ZenDesk portal his name(id) appears to be different which causes problems with us answering the users properly.
In our understanding the name(id) is generated based on the IP address and saved between the chat sessions until the user clears the cache of the app. We had cases in which the id changed many times in a short time frame, so there should be another reason, other than clearing the cache, why the id changes.
We'll be very thankful if someone shares any ideas why this happens and how we can resolve it.
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