Using JWT Authentication, it would be expected that once a request is marked “read” that it will remain “read”. However, if a user acquired a new JWT, it seems the “read” state of all requests is lost. The user experiences a total reset of the “read” status of all tickets, causing confusion and annoyance.
- Create a ticket via SDK Channel with JWT authentication
- Have an agent respond to the ticket
- Get updates for device
- View all requests
- Refresh JWT (in our case, logout then login of app)
- Get updates for device
- Notice all previously “read” requests are “unread”
Is there a way to avoid this issue?