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John Witt
Adhésion le 27 févr. 2023
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Dernière activité le 21 févr. 2025
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John Witt a créé une publication,
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.
Publication le 21 févr. 2025 · John Witt
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John Witt a ajouté un commentaire,
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.
Afficher le commentaire · Publication le 19 nov. 2024 · John Witt
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John Witt a ajouté un commentaire,
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).
Afficher le commentaire · Publication le 18 nov. 2024 · John Witt
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John Witt a ajouté un commentaire,
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.
Afficher le commentaire · Publication le 06 nov. 2024 · John Witt
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John Witt a ajouté un commentaire,
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.
Afficher le commentaire · Publication le 04 nov. 2024 · John Witt
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John Witt a ajouté un commentaire,
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.
Afficher le commentaire · Publication le 24 oct. 2024 · John Witt
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John Witt a ajouté un commentaire,
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.
Afficher le commentaire · Publication le 24 oct. 2024 · John Witt
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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
Afficher le commentaire · Publication le 21 oct. 2024 · John Witt
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John Witt a ajouté un commentaire,
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.
Afficher le commentaire · Publication le 13 août 2024 · John Witt
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John Witt a ajouté un commentaire,
I appreciate the response, but how does your paid solution bypass the bug I reported to Zendesk officially and through this post?
Afficher le commentaire · Publication le 06 oct. 2023 · John Witt
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