Understanding JWTs in Zendesk Messaging
What is a JWT and how is it used in Zendesk messaging?
A JWT, or JSON Web Token, is a secure way to verify user identities in Zendesk messaging. These tokens contain user details and are signed using a secret key to ensure authenticity. In Zendesk, JWTs are used to authenticate end users, allowing them to be recognized across different devices and channels.
To learn more about JWTs, you can visit jwt.io.
More related questions
Why is end-user authentication important for messaging in Zendesk?
End-user authentication is crucial for ensuring secure and seamless communication. By authenticating end users, you can ensure that all interactions are linked to the correct user, enhancing support quality and protecting sensitive information….
How do I create and share a signing key in Zendesk?
Creating and sharing a signing key in Zendesk is a straightforward process. As an admin, you can generate a signing key in the Admin Center under Security > End user authentication. Once created, you can share the key's ID and secret with your…
What are the requirements for authenticating end users in Zendesk messaging?
To authenticate end users in Zendesk messaging, you need to have the Zendesk Agent Workspace activated and use either the web widget or mobile SDK channels. If you're using email identities, they must be associated with end users, and JWTs should…
How does end-user authentication affect the agent experience in Zendesk?
For agents, authenticated end users are marked with a green check mark, and their external ID is visible in the user's profile. This helps agents provide more personalized support. Conversations are synchronized across devices for authenticated…
How does end-user authentication impact the user experience in Zendesk?
Authenticated end users in Zendesk enjoy a seamless experience, as they aren't repeatedly asked for their name or email. Their conversations are synced across devices, providing continuity even if they authenticate mid-conversation. Unauthenticated…
How can email identities be incorporated into end-user authentication in Zendesk?
Email identities can be used alongside external IDs for authenticating users in Zendesk. For authenticated users, email identities are included in JWTs, providing a secure way to verify user emails. You can configure Zendesk to use only verified…
What should I do if there's a conflict between external IDs and emails in JWTs?
If a conflict arises between external IDs and emails in JWTs, Zendesk will reject the JWT, and the user will remain unauthenticated. To resolve this, you can update the JWT with a different external ID or email, or delete the conflicting user…
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