Nametag Integration for Zendesk

Overview

The Nametag for Zendesk app lets your support agents confirm they are talking to the real account holder — with a government-issued ID and a live selfie, in about 30 seconds and with nothing for the end user to install — before they perform sensitive actions such as account recovery, password or MFA resets, contact-detail changes, or authorizing a transaction. Agents send an ID check straight from the ticket sidebar, and the verification result appears on the same ticket, so they can act with confidence and shut down social-engineering and impersonation attempts.

By adding Nametag to Zendesk, your team can:

• Prevent social engineering by verifying the true identity of the requester before high-risk changes, closing the gap that knowledge-based questions (“what’s your date of birth?”) leave open.
• Keep support fast with a verification that takes about 30 seconds and requires no pre-enrollment.

Nametag handles:

• Creating the verification request and generating the secure verification link.
• Checking the ID in a secure scanning environment and matching it to a live selfie.
• Collecting the identity data you configure (name, age, phone, email, and more).

Zendesk:

• Shows the Nametag app in the Apps sidebar on every ticket.
• Lets agents send a verification request to the end user in one step.
• Displays the request’s status on the ticket and updates it automatically as the user completes verification.

Each request is tied to the ticket it was sent from, so the result stays with the ticket for the agent to see and for your audit trail.

How it works

From inside a Zendesk ticket, an agent sends the end user a Nametag verification request. The user verifies on their own device, and the status is returned to the agent in the ticket sidebar.

Prerequisites

Before setting up the integration, make sure you have:

1. An active Nametag account with administrator access. You sign in to the Nametag console by verifying your own identity with Nametag — the same flow your end users will use.
2. Zendesk administrator access, so you can install and configure Marketplace apps.
3. A Zendesk Support plan that allows installing apps from the Marketplace.

Setup

Setup takes about five minutes. You will move between two places: the Nametag console, where you prepare a request template and credentials, and the Zendesk Admin Center, where you install and configure the app.

Step 1: Review your request template

1. In the Nametag console, select Configure, then Request templates.
2. Open the Customer support request template (use the ⋯ actions menu → Edit).
3. Choose the scopes — the data points users are asked to provide during verification — and the expiration time, which controls how long you retain access to a user’s data after a request completes.
4. Select Save template.

You can create as many request templates as you need for different kinds of requests.

Step 2: Create an API key

1. In the console, select API keys, then Create new API key.
2. Name it, for example, Zendesk integration.
3. Copy the API key and store it somewhere safe before closing the dialog — you will not be able to see it again. You’ll paste it into Zendesk in Step 5.

Step 3: Find your Environment ID

1. In the console, select Customization.
2. Copy your Environment ID. You’ll paste this into Zendesk in Step 5.

Step 4: Install the app in Zendesk

1. Install Nametag from the Zendesk Marketplace into your Zendesk account.
2. In the Zendesk Admin Center, expand Apps and integrations and select Zendesk Support apps. You should see a tile for the Nametag app you just installed.

Step 5: Configure the app

1. Select the Nametag tile to open its settings.
2. Fill in the two fields with the values you saved earlier:
   • Environment ID — from Step 3.
   • Nametag API Key — from Step 2.
3. Select Update to save.

The API key is stored as a secure setting in Zendesk and is not visible to your agents.

Step 6: You’re all set

Your agents can now open the Nametag app in the Apps sidebar on any ticket. If you need help, reach us at help@nametag.co.

How your agents use it

1. Open a ticket and find the Nametag app in the Apps sidebar.
2. Select the action to send a verification request. Nametag creates the request and generates a secure link for the end user.
3. The sidebar shows the request’s status and refreshes automatically while the user verifies.
4. When the end user finishes, the status updates to reflect the outcome, and the result stays on the ticket.

Train your agents to complete sensitive actions only after they see a successful verification.

For end users

When an agent sends a verification request, the end user receives a secure link. There is nothing to install, and it takes about 30 seconds.

What they’ll need:

• A phone with a camera.
• A government-issued photo ID (driver’s license, passport, or national ID).

What they’ll do:

• Open the secure link on their phone.
• Scan their ID and take a quick selfie so Nametag can confirm the person holding the ID matches the photo on it.

Privacy

Nametag verifies identity documents in a secure scanning environment. Zendesk only receives the information needed to show the request’s status on the ticket — the underlying ID images and personal data are held in Nametag according to the scopes and expiration time you set on the request template, not stored in your Zendesk instance. See How to store no PII for more on data retention.

Building your own flow

Prefer to build a custom experience instead of using the Marketplace app? Use the Nametag API reference to create and read verification requests, and the Browser SDK to launch verification from a Zendesk app or agent workspace.

Support

Questions or need help getting set up? Contact your Nametag representative or email help@nametag.co.