Zendesk Sell oAuth Authorization error when not currently logged in | Community
Skip to main content

Zendesk Sell oAuth Authorization error when not currently logged in

  • January 30, 2023
  • 16 replies
  • 0 views
F
It seems that the oAuth endpoints work fine when you are already logged into Zendesk Sell.
 
When you are not yet signed in with the browser, you are prompted a Login page, where you choose between a login form for old accounts or a button for new accounts (which I find weird that the new accounts since 2020 are not the default way to sign in).
 
When you choose to login with a new account and you complete the login then you are redirected to an error page:
An error occurred, The authorization server does not support this response type.
 
This error seems to happen because the “response_type" parameter is dropped in one of your redirects from the classic login to the new login.
 
I recorded a video that shows also the URLs in the address bar to showcase this behavior.
 
I think this needs a fix from Zendesk Sell's end, but if you have any ideas, let me know.

    16 replies

    Eric27
    • Eric27
    • January 31, 2023
    Hey Florian,

    This is due to your Zendesk trial expiring. The authentication still functions as anticipated as we keep that stored for a time in case you purchase the product. However when the redirect happens it tries to access the Zendesk account which is when the error occurs. The integration doesn't utilize the same pattern as the frontend UI so you're not experiencing this issue. I'll pass this along to the Sell team to look into.
    F
    • Florian14
    • Author
    • January 31, 2023

    Hi Eric, 

    Thanks for your response!

    That does not make much sense: The trial was not expired at the time I reported this. As being said if my browser is logged in it works. But when I have to login while I'm doing the authorization it fails. 

    As you can see in my video it works after I logged in, with no problems.

    Just to clarify, this is with Zendesk Sell (which redirects to the futuresimple domain), not the normal Zendesk Support oAuth apps.

    F
    • Florian14
    • Author
    • January 31, 2023

    can you update me on anything the Sell team changes? or any chance to directly contact them?

    Eric27
    • Eric27
    • January 31, 2023
    Hi Florian, 
     
    You can see how to contact the support team here. I'm showing that your Zendesk trial expired a few days prior to you reporting this yesterday. When was the last time you were able to log in as expected? 

    When you go through the login process the authorization token gets created as anticipated. This is because we need to allow you to login if you were to purchase our product from your expired trial. However, other than that you're not able to interact with the Zendesk interface. In your video when you navigate to set up the integration your auth token is valid so it allows for you to set up the integration. 

    Hope this helps, 
    F
    • Florian14
    • Author
    • January 31, 2023

    Zendesk may have expired, but Zendesk Sell was not.
    I was able to login and see the dashboard of Sell (with no "trial expired" warning) at the time I reported this.

    You saw the error in the video right?
    1. error when not logged in
    2. once tried again and being logged in - no error (and thereafter)
    i'm able to replicate this multiple times. and the same happens to new accounts with new trials as well as our developer account that is on a partner type/indefinite trial.

    Eric27
    • Eric27
    • January 31, 2023
    Hey Florian,

    I do see the error in the video. When looking at logs in regards to this, it looks to be due to the redirect that tries to happen which first hits your Zendesk support account before redirecting (Which you wouldn't be able to access due to trial expiration) which is then throwing an error. I'm certainly not trying to dismiss what you're experiencing, just trying to shed light on what I'm seeing from my side. Would you be able to open up a support request and provide an example of this issue with your live account? 
    F
    • Florian14
    • Author
    • February 1, 2023

    I understand Eric,

    But what I'm saying is that we have another Zendesk account with a "d3v-" prefix where also the Zendesk support account is not expired and it still happens the same way. 

    I made a video of that too: https://www.dropbox.com/s/7tap8grxrek0rpt/zendesk_sell_oauth_issue_dev.mov?dl=0

    The one and only reason seems to be that the “response_type" parameter is dropped in one of the redirects from the classic login to the new login.

    Eric27
    • Eric27
    • February 1, 2023
    Hey Florian,

    Thanks for the video! This is exactly what I needed to get the ball moving. I'll sync up with the Sell dev team and get a card spun up for this. I'll touch base when I have an update.
      Eric27
      • Eric27
      • February 2, 2023
      Hey Florian,
       
      We're having a hard time replicating this issue. Would you mind if we pull this into a ticket so that we can get more account specific information from you? 
      F
      • Florian14
      • Author
      • February 2, 2023

      yes sure, I have created this ticket #11189591

        E
        • Ethan24
        • February 20, 2023

        Is there any way we can follow the ticket created above? We are experiencing the same issue with Zendesk Sell and are awaiting more information on when this will be resolved.

          F
          • Florian14
          • Author
          • February 21, 2023

          Hello Ethan, I will try to let you know what happened. The support team is still investigating this, they just confirmed

            sobiyaq
            • sobiyaq
            • August 23, 2023

            is the issue fixed ? am also facing this issue

            F
            • Florian14
            • Author
            • August 23, 2023

            @sobiyaq no i don't think so. after weeks of back and forth they said they will continue to look into the problem but there is no ETA on it

              Greg29
              • Greg29
              • August 23, 2023

              Hi there! The fix is still pending, however there has been recent movement, so I'm hoping that there will be news soon.

              sobiyaq
              • sobiyaq
              • August 24, 2023

              When can I expect the fix,how can I use OAuth now?

              Terms & ConditionsCookie settingsAccessibility statement