Authenticating end users in messaging for the Web Widget and mobile SDK

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74 Comments

  • Zakhar

    Hello, Prakruti Hindia

    Are there any updates, timelines
    Please share some insights, so we were calm.
    Even though the fix is really hot topic for us.

    2
  • Anthony Moynet

    Why I didn't see any Messagin tab in Account > Security > End-user ?

    0
  • Jo Warren

    Justin DoCanto - Did you ever figure out your issue? I'm having a very similar problem. Get an error unless I wrap the auth function in a try/catch and the auth itself isn't working. The function IS running though because I can hit the debugger if I put it right before the callback.

    window.zE('messenger', 'loginUser', function (callback) {
    callback(TOKEN)
    })
    0
  • Valentin Cardozo

    Hi, I would like to consult as Jorge Paez in what time frame you plan to implement the authentication to view the articles of the Zendesk Guide?

    • Restricted Guide articles. Guide articles that require authentication will not be available to users initially, even if they are authenticated. We will make additional improvements to the messaging product to enable users to view Guide articles that require user authentication. Articles that do not require user authentication are not impacted.

    I would need this functionality so that my customers can see the documentation generated in the Guide about the use of my software.

    I look forward to hearing from you!
    Regards

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi Carlton Jester

     

    I went ahead & created a ticket on your behalf to look into what is happening with the badge. Please keep an eye out for our email so we can look into this further for you!

    0
  • Santiago Gandolfo
    Community Moderator

    Hi, Prakruti Hindia

    Are there any updates? 

    1
  • Prakruti Hindia
    Zendesk Product Manager

    Hi everyone, 

    External id is now available in user profile for authenticated end-users. This improvement was rolled out in the week of Aug 23. I wanted to ensure that everyone following this discussion received the update. 

    Thank you all for your patience. If your team is unable to view external id and you have raised a support ticket, we will help you resolve it.  

    - Prakruti

     

    -1
  • Francis Morissette

    Unfortunately, all the limitations here make it so that we cannot enable Messaging. The name and email is not carried over when the ticket is created, and private guide articles are not referenced when a customer is authenticated to the widget. 

    Such a downer

    1
  • Chin Sin - OCBC

    Hi Aimee Spanier, I noticed that the diagram in the Overview now includes Mobile SDK.

    Previously the Mobile SDK has a different JWT flow where Zendesk will request the JWT token from our back-end.

    1. Based on the updated flow, does it mean now the Mobile SDK also has the same JWT flow as messaging?

    2. Is the primary key also using external_id ?

    3. If I submit a request via Mobile SDK, and also trigger a request via messaging, will both requests be tagged to the same user profile?

    1
  • Ahmed Zaid

    Hi Prakruti Hindia

    Thanks for the updates. I have a few questions:

    1. How to implement authentication on a multi-brand instance?
      With a single external_id per Zendesk user, and a unique user id externally per brand, how does authentication succeed against the same end user?

    2. External ids set by agents are always authenticated. I assume this is intended behaviour?

    3. What happens if they signing key is deleted? Does the authentication badge disappear?  Does the whole external id get deleted?

    4. How do I query if a user external id is authenticated via API?
    1
  • Chin Sin - OCBC

    Hi,

    In my sandbox environment, I am able to login using JWT and able to obverse the user profile has the name and external_id that I set in the JWT token.

    But in the production environment, I am not able to see it. From the logs, there are no error. Is there a way to check the Zendesk logs if the API is called successfully? I have engaged the support but the forum or blog.

    If you have any additional questions, we recommend reaching out through the web and possibly by joining our developer community Forum (https://support.zendesk.com/hc/en-us/community/topics), Blog (https://developerblog.zendesk.com/) and/or Slack (https://docs.google.com/forms/d/e/1FAIpQLScm_rDLWwzWnq6PpYWFOR_PwMaSBcaFft-1pYornQtBGAaiJA/viewform) as this is the venue where you can reach out directly to our developers.

    0
  • Zakhar

    Prakruti Hindia
    Issue is still there.
    Users are not mapped correctly (a new duplicate user gets created once initiated Messaging session).
    It's very sad. So much time we were waiting for the fix. 

    Guys, do anybody can claim opposite - that issue had been fixed? 

    1
  • Danny Koss

    I can confirm that the messaging authentication is working as designed and conversations from users who have existing end-user profiles are being merged into that profile with the corresponding external ID in our Zendesk environment.

    0
  • Prakruti Hindia
    Zendesk Product Manager

    Francis, support for signed email is on the roadmap. Are you referring to carrying over private guide articles to the tickets ? 

    External ids set by agents are always authenticated. I assume this is intended behaviour?

    Yes, this is intended behavior. 

    What happens if they signing key is deleted? Does the authentication badge disappear?  Does the whole external id get deleted?

    Previous data - users and tickets will not be affected, if you decide to disable authentication. 

    How do I query if a user external id is authenticated via API?

    We do not support this. 

    Ong Chin Shin and Zakhar, can you please raise a ticket with us ? We will look into it. 

    - Prakruti

    0

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