Authenticate users in messaging widget when they are logged into the Help Center

image avatar

Ethan Smith

Data ultimo post: 10 ott 2023

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue 

When we soon add the messaging widget to our application and to the help center, I need end users who are already authenticated in the help center to also be authenticated in the web widget in the Help Center. As it is today, a user who is already logged into their end user account in the help center is not authenticated in the messaging widget in the help center, so they can't see their past conversations or any of the other benefits of being logged in. 

What problem do you see this solving? 

Without this, I can't show the messaging widget to customers on the help center. Them not automatically being authenticated in the messaging widget when they are already logged into the Help Center seems like the most basic thing that needs to be supported by Zendesk. As it stands today, it would be such a horrible and confusing user experience that I am forced to not show the messaging widget on the Help Center.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? 

Zendesk is starting to really roll out messaging and I imagine we are getting close to being forced to move to messaging. As we've been working through the configuration and technical implementation, we realized it isn't even authenticating/recognizing users who are already logged into the Help Center. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

We just aren't going to show the messaging widget in the Help Center. We'll have it in our app, but I want it in both for a cohesive and consistent user experience, but that isn't possible.

What would be your ideal solution to this problem? How would it work or function? 

It's simple. If I log into the Help Center and then launch the messaging widget there, I should be authenticated in the messaging widget. 

39

23

23 commenti

Data
    Più recenti
      image avatar

      Andreas Eichert

      I'm not an expert but this implementation seems to be not in line with general security requirements if you can just generate a JWT token from the frontend on an unauthenticated endpoint based on submitting external_id, email, and name.

      Looks to me like you can easily impersonate other users.

      1

      image avatar

      Jérémy

      Hi everyone,

      This external resource has proven to be enlightening for many customers trying to work around this limitation in the past so I'd like to mention it here just in case it could help someone finding this thread while we are working on unifying authentication processes.

      It provides a snippet on how one may approach implementing Messaging authentication in the help center theme.

      1

      image avatar

      John Witt

      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

      1

      image avatar

      Sean Tierney

      We would love to see this available.  Right now, it is a show-stopper for us adopting Messaging.

      2

      image avatar

      Shawna James

      Hi everyone, thank you for your engagement here. I want to note after following up with the product team that this feature request is still in the backlog and is not targeted for 2024 but is being looked at potentially for 2025. We do not have a current date planned at this moment. We understand the timely nature of features you wish to see built but wanted to provide an update to remain transparent and help manage expectations. Thank you for your engagement here; should we have more information to share we will do so. 

      1

      image avatar

      Pam Morrissey

      Chiming in here - Can we please have an update on this?  We too are desperately in the position where we need this to get resolved to use the messenger tool/AI.

       

      Thank you,

       

      Pam

      0

      image avatar

      Verónica Castellanos

      Hello!

      Any news on release dates? We are really looking forward to this.

      1263082263949 

       

      0

      image avatar

      Zach Alexander

      I too, think this is incredibly important. I hate re-entering information on web sites when I have already provided it. Please update this ASAP!

      1

      image avatar

      Tatiana Christensen

      Thank you, Mick. That's good news.

      I just opened a support case on what we should do in the meantime. Our goal is to be able to set up API flows based on user variables as part of our AI intent pilot. 

      0

      Accedi per lasciare un commento.

      Non hai trovato quello che cerchi?

      Nuovo post