We are testing Freshdesk (on a Sprout plan at the moment) and have implemented SSO from our website, having restricted the creation of tickets to logged in users only.
All that works fine from a ticket creation point of view, however there is an issue with Freshchat.
When a user - who is logged into Freshdesk via SSO (parameters include first name) - opens up a chat session with an agent; that user's name is not carried through to the conversation. The email address is, but not the first name.
So the agent sees a random name like "Funny Juice" or "Rinsing Truck". I can understand these names are generated when a user is not logged in but these users are actually all logged in.
What is curious - which makes me think this is actually a bug - is that if the user, who has signed in via SSO, then updates their profile in Freshdesk by simply clicking on Save (not changing any fields) - their first name then reflects for the agent in Freshchat.
Any ideas on how to get the user name to appear correctly in Freshchat without them having to update their profile in Freshdesk?
Thanks in advance!