JWT Authentication 401 Error

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Ankush Singh

Posted Jul 26, 2022

Hi Team,

We are implementing Zendesk Support SDK and for authentication and setting the identity, JWT has been used.

 After initialization, when we are fetching tickets of users the sdk responds with error “Unauthorized Http Status 401”.


After checking the Support Sdk docs, we get to know it may be related to SSL issue but the domain has valid ssl certificates. We use the below command to verify this:

"openssl s_client -connect grow-api.reddoorz.com:443 -servername grow-api.reddoorz.com"


So, please help to resolve this issue on priority.

Thanks & Regards,
Ankush Singh

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      Greg Katechis

      Hi Ankush! I checked the logs for your account and the reason that you're seeing this error is because you're not including a name in the JWT payload, as we outline as being required in our documentation. Additionally, the iat parameter is being used incorrectly. You are passing in 86,400 seconds, when the RFC spec notes that this is supposed to be the time that the token was issued. At Zendesk, this must be within 3 minutes of the time the token is being used. 
       
      If this is your first time using JWT, I would recommend checking out jwt.io for some great resources on how to use it, as well as how to debug issues that you're having.

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