Users getting redirected after logging in to guide

15 コメント

  • Amy Gracer
    Community Moderator

    Hi Kyle,

    What do you want the user experience to be when they visit vanillasoft.net?

    What do you want it to be when they visit support.vanillasoft.com?

    Thanks

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  • Kyle B
    Community Moderator

    Vanillasoft.net is fine and functions normally. They get to a login page, and once logged in, they have access to "VanillaSoft." From there, they can click on a "Support" link, which brings them to support.vanillasoft.com (our knowledge base) already logged in. 

    If someone browses to support.vanillasoft.com without already being logged in to vanillasoft.net, they can still see most of our knowledge base, but they have a "Sign In" option at the top. If they click Sign In, they are directed to the vanillasoft.net login page. That's where the issue lays I believe. 

    I want someone to browse to support.vanillasoft.com, click "Sign In," which opens a little window (I think it would be a module or something) allowing them to enter their credentials. Once entered and they click to sign in, the window goes away, the page refreshes, and they are still on the support.vanillasoft.com page, but now they are logged in. 

    An example I saw of this is help.hellosticky.com. I don't have an account, so I can't go past the log in window, but if you click Sign In, a window opens asking for credentials. Once entered, I'm assuming you stay on the page but now as a logged-in user. That's what I'm hoping to achieve here.

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  • Kyle B
    Community Moderator

    Maybe it'll help if someone, that isn't having this issue, compared how their login section is setup? In my header.hbs all I have listed there is:

    {{user_info}}

     

    I copied the default Copenhagen code:

        {{#if signed_in}}
    <div class="user-info dropdown">
    <button class="dropdown-toggle" aria-haspopup="true">
    {{user_avatar class="user-avatar"}}
    <span class="hide-on-mobile">
    {{user_name}}
    <svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" class="dropdown-chevron-icon" aria-hidden="true">
    <path fill="none" stroke="currentColor" stroke-linecap="round" d="M3 4.5l2.6 2.6c.2.2.5.2.7 0L9 4.5"/>
    </svg>
    </span>
    </button>
    <div class="dropdown-menu" role="menu">
    {{link "my_activities" role="menuitem"}}
    {{my_profile role="menuitem"}}
    {{change_password role="menuitem"}}
    {{link "sign_out" role="menuitem"}}
    </div>
    </div>
    {{else}}
    {{#link "sign_in" class="sign-in"}}
    {{t 'sign_in'}}
    {{/link}}
    {{/if}}

    But that does the same thing so I'm thinking it's something deeper than just how the page is set up? I can't find what needs to change to prevent this from happening. 

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  • Amy Gracer
    Community Moderator

    What you describe here:

    " want someone to browse to support.vanillasoft.com, click "Sign In,"  . . . allowing them to enter their credentials. Once entered and they click to sign in, the window goes away, the page refreshes, and they are still on the support.vanillasoft.com page, but now they are logged in."

    Is default Zendesk Help Center behavior. Look under Support > Customers for how this is configured.

    It looks like someone came in and customized your help center to prevent Login from the Help Center. (Why you only have the User info helper and no Sign In link). I think you need to look at this from the VanillaSoft.net side and understand what is happening there. 

    I'm sorry I'm not more help. Maybe someone else has some other ideas. 

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  • Kyle B
    Community Moderator

    Thanks, Amy. I looked in the Support > Settings > Customers section and I'm not able to find anything that would indicate a configuration for the Guide. Even on the page we're on now, I'll be viewing a thread, click Sign In, a pop-up will appear, I'll enter my credentials, click Sign In, and the page will refresh with me now logged in but still on the same thread. If Zendesk.com can do it, there has to be a way for me to get it to act this way on my page. 

    This was all configured before I took over so I have no idea how it was done. 

    I have noticed that the URL the Sign In is set to is:
    https://support.vanillasoft.com/hc/en-us/signin?return_to=https%3A%2F%2Fsupport.vanillasoft.com%2Fhc%2Fen-us&locale=en-us

    I don't know how to build URL's but I would imagine the "signin?return_to" park indicates I should be returned to the Guide. I'll keep playing around. 

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  • Amy Gracer
    Community Moderator

    Sorry, i was looking at the wrong location for the configuration. Requiring sign in on the Help Center is under Guide, here

    But you are never getting here, because your site is redirecting.

    There's info here about URL mapping: https://support.zendesk.com/hc/en-us/articles/203664356

    I think to resolve the issue, you might need to try to track it down on the redirect side. If you could remove the redirect, could you get the functionality you want?

    1. Visit Support. If you require login to visit the site, use Zendesk's login. If you require login only to view certain material and submit tickets, use User Segments.  Either way, provide a link to your .net web site.

    2. Visit the .net web site, provide a link to Support which links to your Help Center Home page. Function as above

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  • TomTom International BV

    Kyle B If I understood your problem correctly (big if :D) then your login is similar to ours. You expect to send them to your main site, login and return to where they started. The return_to parameter in your url needs to be something on your main site... so basically when your main site logs you in they should look for the return_to and send the customer back there. At that point they are on your main site, right? so it has to be done there, not by Zendesk. 

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  • Donna Fairhurst

    Kyle B  OH MAN- I have been looking and looking for the answer to this.  Our "Sign In" button does the same exact thing as you described. I also inherited my issue!

    Our users are directed to log into our application and then have to go to their Settings to find Support and then they are signed in to the client portal.  I want them to stay on the HC client portal when they sign in and not have to go to the application.

    If you have found the answer to this, please let me know.

    What Amy shared is not what I need as this is an issue with the "Sign In" button - so if I make them sign in they are still redirected incorrectly.

    Thank you,
    ~Donna

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  • Kyle B
    Community Moderator

    Hi Donna Fairhurst. The only good news I have for you is you're not alone with this one... I'm still having the issue and with no resolution in sight, I just gave up (for now). If a fix is found, great. I just doubt I'll be the one to find it. Bummer.

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  • Donna Fairhurst

    Kyle B well I am not sure if this is what we are looking for but I think it could be - waiting to talk to the person in our company that may have set this up but if you go o the Guide Admin center and go to Security > SSO

    I see that the login does direct our users to our app and not our help center when signing on

    Found this help article: https://support.zendesk.com/hc/en-us/articles/203663816

    Steps of the JWT SSO authentication process:

    1. An unauthenticated user navigates to your Zendesk Support URL. Example: https://yoursubdomain.zendesk.com/.
    2. The Zendesk SSO mechanism recognizes that SSO is enabled and that the user is not authenticated.
    3. Zendesk redirects the user to your organization's remote sign-in page. Example: https://mycompany.com/zendesk/sso.
    4. A script on the remote server authenticates the user using your organization's proprietary sign-in process.
    5. The authentication system builds a JWT request that contains the relevant user data.
    6. The authentication system redirects the user to the following Zendesk endpoint with the JWT payload:

      https://yoursubdomain.zendesk.com/access/jwt

    7. Zendesk parses the user detail from the JWT payload and then grants the user a session.

    As you can see, this process relies on browser redirects and passing signed messages using JWT. The redirects happen entirely in the browser and there is no direct connection between Zendesk and your systems, so you can keep your authentication scripts safely behind your corporate firewall.

     

    I am not sure this is what we need but going to play with this to see if it fixes this.

    ~Donna

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  • Donna Fairhurst

    Kyle B - in talking to my dev guy that set this up, if I don't want it to redirect to our app, he said we wouldn't use jwt and just use the Zendesk authentication

     

    He said the jwt was to allow for SSO so when they went to HC they were already logged in.  As mentioned, I have no idea if this is what you were looking for!  My brain is a little dead right now!
    ~Donna

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  • Kyle B
    Community Moderator

    Thanks Donna Fairhurst, that's awesome insight! Although, I don't think it applies to my side. This is what my section looks like:

     

    I'd imagine this means my SSO isn't configured, therefore the configuration/cause is somewhere else. Sad face. 

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  • Donna Fairhurst

    Kyle B

    If you click on Edit for JSON Web Token - since that is enabled - you will see the screen like I shared and see where the login url is sending the users.

    ~Donna

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  • Kyle B
    Community Moderator

    Donna Fairhurst Ahhhh I get a little nervous in areas like that and try not to click around too much. 

    This is what I get in there:

     

    Do you think this means I have to reach out to whoever admins the https://vanillasoft.net site and do something with the zendesk_remote_auth.asp configuration? This stuff is a little beyond me. 

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  • Donna Fairhurst

    Kyle B

    Yes, the remote login URL* is what is making your users go to vanillasoft.net account after they "sign in" and not just go to the HC.  If they are logged into their account in vanillasoft then when they go to HC they are already signed in. My dev set it up this way to make sure they are logged into our application first which is not the experience I want for the user.

    Unfortunately, my team is not willing to change this for me so I have to go another route. I will have to direct my users to be logged into their account in our application first and then go to HC.

    If you unable the JSON SSO login and enable Zendesk authentication instead, then they would have a Zendesk HC account and when they sign in they will go right to the HC. So I am not sure if you can make that decision for your users. 

    ~Donna

     

     

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