Having issue when trying to authenticate


  • Christopher Kennedy
    Zendesk Developer Advocacy
    Hey Ovidiu,
    Can you confirm to the following details:
    • Which Zendesk SDK and version you're authenticating users for?
    • Is the JWT payload constructed as noted in our JWT token documentation?
    Also, can you share the code you're using to supply the JWT token to the SDK?
  • Ovidiu Varo

    Hey Christopher,

    Thanks for your response.


    We are using Android SDK and also iOS SDK. 

    Version 2.1.0 (I think it's the latest one).

    We followed this steps:

    Android SDK: https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/android/getting_started/

    iOS SDK: https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/ios/getting_started/


    Yes, it is. When we test our JWT into the https://jwt.io/ it returns the correct data.


    Android login/logout/open chat implementation


    iOS login/logout/open chat implementation


    Note: we are developing our application in Flutter so the SDKs are integrated in the native code.

    The flow is represented like this: Flutter Dart code -> Native code (Android/iOS) -> Zendesk SDK (Android/iOS)

  • Mick O'Donnell
    Zendesk Product Manager

    Hi Oividu,

    Unfortunately this is a currently product limitation (mentioned in this article). Only the external ID is surfaced in Agent Workspace today. We are currently working to bring the Name and Email through at well. No harm in including it in your JWT payload today, it won't break the authentication step, and soon it will be surfaced in Agent Workspace to your agents. You won't need to update your SDK implementation.

  • Abe

    What value should be in the `kit` field in the JWT header?  The docs are not clear on this point.

  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Abe! I'm guessing you're referring to the `kid` and for that, you'll want to use the ID that is generated here, starting with "app_...".

  • Abe

    Perfect thanks Greg Katechis!


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