Implement JWT Authentication Mechanism for Help Center

Implement JWT Authentication Mechanism for Help Center

Hello everyone!


This feature is released in a phased manner and will be available only to those who request for it. To request early access, click the registration link and provide your details. We will enable the feature for your Desk account. 

In the Desk help center, end-users can be categorized as either guest users or authenticated users based on their decision to log in or not.


  1. Guest Users: Guest Users, those who opt not to log in, have access to the knowledge base tab, where they can view help articles, submit tickets, and participate in the user community.

  2. Authenticated Users: Authenticated Users, those who opt to log in to the help center, have access to the knowledge base tab, viewing help articles, submitting tickets, viewing their submitted tickets, and actively participating in the user community. Authenticated users can perform various actions, such as following a topic, adding a topic, and commenting on existing posts. 


Authenticated users currently have the option to access the help center through self-signup or SAML authentication mechanisms. 


  • Self-signup: The self-signup option enables users to independently register and log in to the help center using their preferred credentials.

  • SAML: Security Assertion Markup Language is a mechanism used for exchanging authentic and authorized data between applications, particularly between an identity provider (IdP). Admins can configure SAML-based single sign-on (SSO) for end users, so they can access the help center without being prompted to enter separate login credentials.


We are now introducing another form of authentication mechanism called: JWT.

What is JWT Authentication?

JWT, or JSON Web Token, is a compact, URL-safe means of representing claims between two parties. In simpler terms, it's a secure way to transmit information between parties, ensuring the integrity and authenticity of the data being exchanged. In the context of the Desk Help Center, this means a more robust and reliable authentication process for the end-users. Admins can now configure the JWT-based authentication mechanism in Zoho Desk, adding an extra layer of security and control over user access for the help center.



JWT Authentication Mechanism

This feature is now available for standardprofessional, and enterprise plan users across data centers. For more information about the configuration, please refer to the help doc on JWT authentication mechanism for help center.

Important Note: Deprecation of Remote Authentication mechanism

Sooner the remote authentication mechanism for the help center will be deprecated hence requesting all existing users relying on the Remote Authentication mechanism to migrate to either SAML or JWT at their earliest convenience. 

We believe that these updates will contribute to a more secure and efficient help center experience. For any questions or feedback, feel free to share them with us in the comments section.

Thanks and have a great day!



Varsha P.

Zoho Desk | User Education

                            Zoho Desk Resources

                            • Desk Community Learning Series

                            • Digest

                            • Functions

                            • Meetups

                            • Kbase

                            • Resources

                            • Glossary

                            • Desk Marketplace

                            • MVP Corner

                            • Word of the Day

                                Zoho Marketing Automation
                                        • Sticky Posts

                                        • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

                                          In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
                                        • Announcing the New and Improved Article Editor

                                          KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it.  We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!
                                        • Announcing the Happiness Rating 2.0!

                                          Today, we are excited to introduce you to Happiness Ratings 2.0. We’ve enhanced our happiness rating offering with more features and reports to help you make more sense of your customer service. Here is the list of new additions and improvements that this release incorporates.    Rating Option in Emails All this while, your customers were required to click the rating link from within an email to view the rating options. Today, you can choose to display the options (Good, Bad & Okay) just below the
                                        • Webinar 2: Supercharged customer support for growing business

                                          Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service
                                        • Edit and Delete options in Comments

                                          A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

                                        Manage your brands on social media

                                                Zoho TeamInbox Resources

                                                  Zoho DataPrep Resources

                                                    Zoho CRM Plus Resources

                                                      Zoho Books Resources

                                                        Zoho Subscriptions Resources

                                                          Zoho Projects Resources

                                                            Zoho Sprints Resources

                                                              Qntrl Resources

                                                                Zoho Creator Resources

                                                                  Zoho WorkDrive Resources

                                                                    Zoho Campaigns Resources

                                                                      Zoho CRM Resources

                                                                      • CRM Community Learning Series

                                                                        CRM Community Learning Series

                                                                      • Tips


                                                                      • Functions


                                                                      • Meetups


                                                                      • Kbase


                                                                      • Resources


                                                                      • Digest


                                                                      • CRM Marketplace

                                                                        CRM Marketplace

                                                                      • MVP Corner

                                                                        MVP Corner

                                                                          Design. Discuss. Deliver.

                                                                          Create visually engaging stories with Zoho Show.

                                                                          Get Started Now