• Marwan Al Jeburi

  • January 11, 2023 10:11

  Hi Aravindaraj J,

  Authentication seems to be a hassle to work with across various systems and platforms.

  Allow me to suggest a solution that not only resolves the authentication issues, but also provides a host of additional features to make integrating ZenDesk and ServiceNow much easier and feature rich.

  Exalate is a fully decentralised integration solution that will allow you to integrate ZenDesk with ServiceNow without the need for direct authentication as Exalate on ZenDesk will communicate to Exalate on ServiceNow it allows you to have full control on the info/data send and how this info/data is received and displayed. Plus allowing for data manipulation and setting up control flow.

  Have a look and let me know if it fits you needs.

   

  Kind regards,

• Jupete Manitas

  • November 04, 2022 07:42

  Zendesk Customer Care

  Hi there, thanks for writing in! 
  We don't see in our docs that the bearer token (Webhook security and authentication) for webhook will expire. However, have you tried checking your API limits and your webhook activity log wherein from there your webhook logging can be captured?
   
  Otherwise, we recommend you create a conversation with us so we can investigate it further. Thank you!  
  
• Aravindaraj J

  • November 04, 2022 08:16

  Hello Jupete,

  Thanks for your response. My webhook is from ServiceNow, triggers created in Zendesk are updated to ServiceNow through the Webhook endpoint set in the Zendesk page.

  For authenticating the ServiceNow Webhook endpoint in Zendesk, we use the bearer token and this is valid only for 30min. For security purpose, ServiceNow cannot generate a never-expiring token but they will share a 'Refresh Token' (with client_id, client_secret info) which can be used to generate access tokens any number of times.

  Now, in Zendesk there is no option to enter refresh_token, client_id, client_secret to generate access tokens automatically when it expires. Or do we have such an option in Zendesk?

  Thanks for your help!

• Jupete Manitas

  • November 04, 2022 09:14
  • Edited

  Zendesk Customer Care

  H Aravindaraj, 

  As we checked, it looks like we don't have that option in Zendesk. Even the native OAuth feature doesn't use refresh tokens. And the access token doesn't expire. You may also revisit the webhook authentication here - Webhook security and authentication .

  Best,

• Amit Chinchane

  • March 21, 2023 06:37

  Hi All,

  I am trying to create a webhook with bearertoken, but it is not working, The same wehbook with basic authentication is working properly, but if i switch to bearer token, then it gives 401 error

  {
      "error": "invalid_token",
      "error_description": "The access token provided is expired, revoked, malformed or invalid for other reasons."
  }

  I tried adding the token in all the possible format:

  • aygaoWwEs4qTpNRkn71WacsxgHSzP1zpxogEEZ8g007
  • abc@mymailbox.com/token:aygaoWwEs4qTpNRkn71WacsxgHSzP1zpxogEEZ8g007
  • abc@mymailbox.com/aygaoWwEs4qTpNRkn71WacsxgHSzP1zpxogEEZ8g007
  •  

  what am i doing wrong

• Sabra

  • May 08, 2023 19:40

  Zendesk Customer Care

  Hey Amit Chinchane! Based on the token example you provided, it appears that you are using an API token, not a bearer token. Bearer tokens are opaque strings, and they're the predominant type of access token used with OAuth 2.0. You can find more information in our Developer Docs for the available Webhook Authentication methods.

• Sue

  • August 15, 2023 07:21

  Hi Sabra

  Wondering if you can help.

  I want to create a webhook using the API Key for authentication.

  However, the Webhook then asks for a Header name and Value

  This is where I'm getting confused. I have tried using:

  Header name: Authorization
  Value: Bearer <my_api_key>

  But I receive an "invalid token" error. I have verified that my API token is active and current. See below error and screengrab.

  Do you know what needs to be entered into these fields to make the Webhook work?

  Many thanks
  
  Error:

  {
      "error": "invalid_token",
      "error_description": "The access token provided is expired, revoked, malformed or invalid for other reasons."
  }

  Screengrab (Not sure what to enter into these fields)

  

   

• Joyce

  • August 16, 2023 12:08
  • Edited

  Zendesk Customer Care

  Hello Sue,
   
  For Webhook authentication, you need to use the Basic authentication method for API token in the following format:
   
  You can also visit this article for more information on how API token is used for authentication.

• Sindhoor Preetham

  • September 25, 2023 00:59

  I have the same problem as @Aravindaraj J where NetSuite only issues OAuth 2.0 tokens with a refresh token, but Zendesk is only letting me enter a bearer token and has nothing that facilitates the refreshing part for webhooks

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