Using restricted Help Center content with the Web Widget Follow

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15 comments

  • Avatar
    Sean O'Hara

    This is amazing! Extremely helpful!!!

  • Avatar
    Atif Ehsan

    This is very helpful. Thanks!!

    However, we have a couple of questions and it would be great to get some clarity. We have a restricted Help Center (requires sign-in) and have followed all of the above instructions. The help content shows up in the web widget window in our platform.  However, when we click on "view original content" button, it opens a new page and still asks the user to sign-in.

    1. Are we missing something? Wasn't the updated widget with the shared secret snippet supposed to take care of this by authenticating the user from web widget, to see the content online?

    2. Will "Whitelisted Domains" setting help? We tried but it seemed not to.

    (apologies for the novice questions but what we are trying to do is not have a public Help Center but have our platform users access the help center from within the system via web widget)

  • Avatar
    Atif Ehsan

    Hi - any help regarding above comment? Thanks!

  • Avatar
    Eric Nelson (Edited )

    Hey Atif, 

    I'm going to move this into a ticket for you since we have to go through some account specific info with you to troubleshoot. I'll see you in the ticket shortly! 

  • Avatar
    Michael Thomas

    Hello,

     I have this implemented nicely on our companies platform however I seem to have an issue. I am working on re-authenticating a user on our platform while they stay logged in but your widget seems to not support this? The advice for removing the restricted article access authentication is to call zE.logout() but there is not the relevent zE.login() function to enable access. I am wondering if it is intended to only reset the window.zESettings with a new JWT token to reauthenticate? Note that this is only for a repeat authentication and not the initial one while also not logging out of our platform.

    Thank you.

  • Avatar
    Erica Wass

    Michael: I see you have a ticket for this so I'll reach out there for some additional details on what you are seeing. 

  • Avatar
    Edgar Cruzado

    Hi Erica, I am working on the same functionality as Michael, what was the final answer?

  • Avatar
    Erica Wass

    @Edgar, please contact support@zendesk.com and our advocacy team should be able to assist you. Thanks!

  • Avatar
    Hoff Ho (Edited )

    I have the following piece of code which works perfectly in Chrome but not IE 11:

    <script type="text/javaScript">window.zESettings = {webWidget: {authenticate: {jwt: <?php echo json_encode($wsstoken); ?>}, helpCenter: {suppress: false, filter: {category: '200322819-Practice'}}}};</script>

    I have a valid $wsstoken, and the category '200322819-Practice' has restricted access hence the JWT required. The behaviour in IE as if the JWT authentication does not work. FYI I have also tested the filter of a category which does not have restricted access and that worked as expected.

    Do you have any suggestion on how to get this to work in IE 11?

  • Avatar
    黄明就

    server: 

    var payload = {
    iat: new Date().getTime(),
    jti: uuid.v4(),
    name: username,
    email: username + '@xxxx.com'
    }
    var token = jwt.sign(payload, config.zendesk_end_user_login_share_key)

    browser:

    window.zESettings = {
    webWidget: {
    authenticate: { jwt: getCookie('zendesk_jwt') },
    offset: { horizontal: '0px', vertical: '0px' },
    contactOptions: {
    enabled: true,
    contactButton: {'zh': '聯繫我們'}
    }
    }
    }

    browser result:

    Invalid message(s): * Could not be verified

     

    why?

    About this jwt, i can login about this https://support.zendesk.com/hc/en-us/articles/203663816-Setting-up-single-sign-on-with-JWT-JSON-Web-Token-

  • Avatar
    Garrick Rohm

    Hi 黄明就,

    My name is Garrick - I'm a member of our Tier 3 Support Architect team and I'm here to help! Since this appears to be an issue with your specific implementation, I'm going to reach out to you via a Ticket for us to troubleshoot the issue. I'll be in touch shortly.

  • Avatar
    Vahid Kowsari

    We seem to have the same problem as 黄明就. I always get could not be verified. Can this token be the same JWT token as we generate for the Guide authentication?

  • Avatar
    Alexander Popa

    Hi Vahid!

    The JWT token would need to be different compared to the one used to authenticate against  Guide via the SSO integration. I hope this helps!

  • Avatar
    Vahid Kowsari

    Hi Alexander,

    So we do generate a different token each time for SSO and for the guide, what I meant was that it is the same algorithm and the same parameters. We are using the same algorithm and get Could not be verified. Is there anyway to debug this?

  • Avatar
    Vahid Kowsari

    Actually I realized that the shared secret was different between the SSO token and the web widget token. You must use the appropriate shared secret for each.

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