Working with authenticated end users in the Zendesk Agent Workspace

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  • Abdurasul Rustamov

    Hi! We are using jwt sso for messaging to authenticate users who use our mobile app. Currently we have faced a problem with end users created with random names in tickets. In zendesk admin panel > Customers section new users are being created as for example Visitor 88802267, but in jwt we are sending user name and email that user has in our mobile application. Before using jwt sso users would enter their name and/or email (in ios) and ticket would be created with name user entered, and then we decided to enable sso to use same email and name as in our mobile application. JWT generate process works as follows:

    1. User signs in in our app.

    2. Application sends GET request to our api that we developed in our backend with following data in payload -> user's name and email

    3. API generates jwt and responds

    4. Mobile application (which is written in Flutter) calls ZendeskMessaging.login() and sends jwt that it got from api request as paramater for login() method

    5. zendesk messaging page opens and user starts conversation

    Here is the example jwt token that is generated: eyJhbGciOiJIUzI1NiIsImtpZCI6ImFwcF82Mzg5OTcxNjdlM2NiMzAxMDVjMWJiODIiLCJ0eXAiOiJKV1QifQ.eyJzY29wZSI6InVzZXIiLCJuYW1lIjoidGVzdCIsImVtYWlsIjoidGVzdEBtYWlsLmNvbSIsImV4dGVybmFsX2lkIjoiODNjODA5NzItMjNmNi00MGU2LWEzNGItOWU2MmViYzhjZDRjIiwianRpIjoiZjRhZjg4NjAtMzg0OS00OGQ1LWI0Y2YtZTZmMmU3ZjEyZmZiIiwiaWF0IjoxNjcwMDY5MDI0fQ.HISo3nXh_4Egr80ffxwLsDUBSlbYqi5sPkkhZWyBxdE

    We didn't quiet understand what is login redirect url is and that's why we just respond with jwt itself. Is it because we are using jwt sso incorrectly? 

    We were trying to view tickets in salesforce and we did manage to view, but after enabling jwt sso, tickets stopped being viewed in salesforce. I guess it is because the problem with users being created as Visiter + some random numbers.

    Could you please help with finding what is the problem? 

  • Lisa Kelly
    Zendesk Documentation Team

    Abdurasul Rustamov

    If you are having issues with your account, contact Zendesk Customer Support. 

  • David Tull

    If we already have end user verification enabled for our Zendesk Chat instance, will that remain in place if we migrate to Zendesk Agent Workspace?

  • Mike DR
    Zendesk Customer Care
    Hi David!

    If you're still using the classic web widget and JWT while using agent workspace, it would work. However, if you enable messaging, your team would need to update the code as per this article: Messaging Authentication

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