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End user with Basic Auth gets 403 Forbidden for API call that works for Administrator

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Ross Hammer

Posted Nov 03, 2021

I am having difficulty configuring our ZenDesk system to permit End Users (users in partner Organizations) to authenticate and make API calls to list and create tickets associated with their organization.

Using Postman and Basic Auth, I can make a successful GET request to /api/v2/organizations/:org_id/tickets with my admin account, "/token" suffix, and associated API token.

Using the exact same request, but with an account assigned to the partner organization (and associated suffix and API token) corresponding to the :org_id, the request fails with status 403 Forbidden.

Therefore, I am assuming this must be some basic permission-based issue, but I cannot find any appropriate setting to allow the End User to successfully authenticate and complete the request.

Note, both accounts (successful and failing) have unique verified primary email addresses.

Can anyone provide information or tips that might help me resolve this?

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      Ross Hammer

      I knew it had to be something simple, but I completely missed both the opening "Tickets and Requests" info and that "Allowed For" note. Using the Requests endpoint worked great, thank you!

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      Greg Katechis

      Hi Ross! The reason that you're running into this issue is because behind the scenes of that API call, you're actually hitting the Tickets endpoint, which is restricted to agents and admins. You can see that in our reference docs.

      In order to provide access to end users, you will need to use the Requests endpoint, which is allowed for end users. In use, all you will have to do is replace the the /tickets portions with /requests and you should be all set!

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