I am trying to set up JWT to submit tickets. The JWT method seems to work only when the user is trying to submit the ticket and is not a registered agent in the app.
The scenario that happened is: I set up JWT, tested with external users, and worked properly. Then tested with an internal user ( the email used for creating JWT and the email of the Zendesk agent were the same ) and I got the 403 unauthorized error. I downgraded the user from agent to end-user and JWT worked properly!
Please advise me on this issue. Is there some sort of limitations on using JWT?
Thanks
Zendesk Support with JWT
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HI Reza Nadri,
Thank you for your post today.
In order to have of a context here, what do you mean by "set up JWT to submit tickets", do you have an example of what you are trying to achieve ?
May I also know which feature you are referring to or any documentation that you followed so far to set this up?
Thank you in advance,
Have a great rest of your day!
I'm trying the "Building a dedicated JWT endpoint for the Support SDK" to set up JWT identities instead of anonymous identity when submitting tickets through SDK. I am following this documentation:
https://developer.zendesk.com/documentation/classic-sdks/support-sdk/working-with-the-support-sdk/building-a-dedicated-jwt-endpoint-for-the-support-sdk/
Than you
Hi @Remi Saumet, can you give me an update on this? We still haven't been able to use this method.
Reza
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Good day, Reza
Reason why you are seeing 403's when trying to authenticate your agents is that Mobile SDK was not designed with agents in mind, and there's no way to authenticate internal users in your app, as you have already proven.
Here's an article that will answer your question in detail: Why do all requests from the Mobile Support SDK suddenly fail with a 403 Forbidden error code?
For agents, we suggest to use our Mobile Support apps, which will allow agents to work on tickets and Mobile Chat app to serve chats.