Question

I'm having trouble understanding all the JWT options proposed by Zendesk. What is each option used for?

Answer

Zendesk offers three different types of JWT, that each have a distinct purpose.

  • JWT SSO Login
    • This JWT type logs the user against the entire account. Single sign-on is a mechanism that allows you to authenticate users in your systems, as well as to subsequently tell Zendesk that the user has been authenticated.
    • If you use single sign-on with JSON Web Token (JWT), the user is automatically verified with the identity provider when they sign in. The user is then allowed to access Zendesk without being prompted to enter separate sign-in credentials.
  • JWT Authentication for messaging (Web Widget)
    • JWT Authentication for messaging allows you to verify the identity of your end users, through end-user authentication, before starting a messaging conversation with your agents. This enables agents to be assured of the identity of the user they’re working with, who can then easily access past interactions and share potentially sensitive information with them.
  • JWT Authentication for Chat (Web Widget Classic)
    • If you are using Web Widget (Classic) with your Chat account, using the Javascript API and JWT token, configure your widget to authenticate visitors on every page load.

For more information, see these articles:

  • JWT SSO Login documentations
    • Enabling JWT single sign-on
    • Multibrand - Using multiple JWT single sign-on URLs
  • JWT Authentication for Messaging (Web Widget)
    • Authenticating end users in messaging for the Web Widget and mobile SDK
  • JWT Authentication for Chat (Classic Widget)
    • Enabling authenticated visitors in the Chat widget
    • Enabling authenticated visitors in Web Widget (Classic)
  • Additional information
    • Which Zendesk widget do I have with my account and website?
    • Am I using live chat or messaging?
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