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John Witt

Joined Feb 27, 2023

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Last activity Feb 21, 2025

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Latest activity by John Witt

John Witt created a post,

Post Feedback - Ticketing system (Support)

I use Zendesk custom objects to clone SFDC custom objects. In SFDC, two objects have a hierarchy. I would like to replicate the same hierarchy with Zendesk custom objects and condition fields; however, custom objects don't follow the same nesting logic as custom ticket fields i.e. custom field A::custom option 1.

 

Just as Zendesk understood that custom ticket field options should be nested, your admins using custom objects have realized so should be custom objects. Ticket fields still have the lookup, so nothing about linking the ticket field to the custom object via lookup should impact.

Posted Feb 21, 2025 · John Witt

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John Witt commented,

CommentWeb Widget documentation

Pierre I have found that Zendesk requires an email_verified status to see non-public articles. I send the userid of the current user ($AJAX user.me) as the external_id, email_verified true, and the email to create the token. The problem with this is it will always create a new user since external_id doesn't exists, so one workaround is to prepopulate every user's external_id with their user_id before testing Messaging. I prefer make.com and powerautomate, but I assume any integration tool or ZIS could do it. Worst case is you have two users and need to merge.

View comment · Posted Nov 19, 2024 · John Witt

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John Witt commented,

CommentWeb Widget documentation

My articles were private, and the only way around this is to use email, external id, and email_verified=true. However, if you don't pre-populate the external id before doing this, it will create a new user (you'll need to merge or delete the other one).

View comment · Posted Nov 18, 2024 · John Witt

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John Witt commented,

CommentWeb Widget documentation

Pierre To properly encode, you need the algorithm of H256, the correct kid (from Account;end user security), and type of JWT. The payload really just needs scope=user and external_id, but I use email, name, and verified. 

I recommend using one of the JWT encoder/decoders and hardcode the value into the ZE call until you get it working. You might be missing a parm to encode in your encoder. I found I was getting 401 Login issues as I was using the wrong kid to encode.

View comment · Posted Nov 06, 2024 · John Witt

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John Witt commented,

CommentWeb Widget documentation

Chris Batt Did you ever get an answer to this? I am seeing the same. It's almost like I want to add more logic - get the user via email, and if they don't have an external id, then create one using their user id, then send the JWT request. I think the issue is it sees there' no external_id, but can't use the email since it's already in use, and doesn't just assume the one with the correct email address is correct.

View comment · Posted Nov 04, 2024 · John Witt

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John Witt commented,

Community comment Feedback - Chat and Messaging (Chat)

Andreas Eichert This is why you need the private server. You can check that the request only comes from a specific domain, or if you can host it in your own domain you can disable CORS.  But you are correct in that anyone who can access that server from a trusted source can impersonate any user.

View comment · Posted Oct 24, 2024 · John Witt

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John Witt commented,

Community comment Feedback - Chat and Messaging (Chat)

Thanks Jeremy, but you still need an external server to host private key, which is the issue. Smaller companies may be able to host on smaller providers, but larger companies with Security concerns cannot. You also need crossdomain=true unless the server is in your domain.

View comment · Posted Oct 24, 2024 · John Witt

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John Witt commented,

Community comment Feedback - Chat and Messaging (Chat)

Similar to Agent Workspace, Zendesk is using Messaging as a base for other features (Agent AI), but we can't use the Messaging widget because of this.  It makes no sense to move to Messaging if we can't use Agent AI / new widget. We've been delaying this for months as the current JWT implementation is a service in someone's garage that we can't deploy to prod. It's a big enough issue that a partner has a solution - does Zendesk really expect us to pay $300-600/mo if we can't host the JWT solution ourselves? Messaging and Help Center Authentication App Integration with Zendesk Support

View comment · Posted Oct 21, 2024 · John Witt

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John Witt commented,

Community comment Feedback - Ticketing system (Support)

Agree this is disappointing - just ran into this today as I just wanted to clear out text fields.

For anyone still needing to implement something similar, my solution is to create a macro that adds a tag, then run a trigger with a webhook that updates that ticket. Zendesk discourages doing this as you can run into issues with trigger order and race conditions due to updating the ticket via API, but this is my go-to solution when I need to work around a Zendesk limitation. Just make sure your only non-webhook action in the trigger is to remove the tag.

View comment · Posted Aug 13, 2024 · John Witt

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John Witt commented,

CommentFormatting and customizing your email

I appreciate the response, but how does your paid solution bypass the bug I reported to Zendesk officially and through this post?

View comment · Posted Oct 06, 2023 · John Witt

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