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Keara Will
Joined Jan 22, 2025
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Last activity Feb 17, 2025
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Latest activity by Keara Will
Keara Will commented,
Hi Anthony,
The problem you’re facing seems to be related to the "kid" (Key ID) field in the JWT header, which is typically used to identify which key was used to sign the token. Here are some steps to help you resolve the issue:
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Locate the Key ID (kid):
The "kid" is usually provided by the system or platform that issued the signing key. For Zendesk, you may need to check:- Your Zendesk app settings, where API credentials or signing keys are configured.
- If you’re using a developer dashboard for the bot or SDK, look for the key details, which should include the "app_..." format you mentioned.
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Verify the Secret Key:
Ensure you are using the correct secret key associated with the app or bot integration. If the key is incorrect or mismatched, the signature will not validate. -
Match the "kid" with the Signing Key:
The "kid" in the JWT header must correspond to the identifier of the key being used to sign the token. Confirm that the "kid" matches the identifier of the secret key in your Zendesk configuration. -
Use the Correct Algorithm:
Double-check the algorithm (e.g., HS256 or RS256) being used to sign the JWT. If the algorithm doesn’t match what Zendesk requires, the token will not validate. -
Test with Known Valid Data:
To troubleshoot, try generating a JWT with known valid values for the secret key and kid. You can test the token using JWT debugging tools (like jwt.io) to ensure it is properly signed. -
Check Documentation or Support:
If you’re still unsure where to find the correct "kid," refer to Zendesk’s developer documentation for the bot SDK. Alternatively, contact Zendesk support—they can provide specific guidance on how to retrieve and configure the key ID for your app.
View comment · Edited Feb 15, 2025 · Keara Will
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Keara Will commented,
Hi Fredrick,
It sounds like you're on the right track by using custom fields to store third-party data for macros in Zendesk. However, you're correct that keeping this data up to date might pose a challenge with this approach, especially as your data evolves over time.
In terms of best practices, it’s generally recommended to leverage Zendesk’s Webhooks or Triggers for real-time data updates. This way, your third-party system can push changes directly into Zendesk whenever relevant data is updated, helping you maintain synchronization without relying on custom field updates manually.
Additionally, Zendesk Apps Framework (ZAF) might offer more flexibility for building dynamic, real-time integrations. You could explore using it to directly retrieve and display data in your Zendesk UI rather than storing it in custom fields.
Looking into these alternatives could improve the efficiency of your integration, allowing for a smoother and more reliable process.
Let me know if you'd like more details or suggestions!
View comment · Edited Jan 31, 2025 · Keara Will
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