Zoho Desk's ASAP announcement | Time to embrace the enhanced JWT Authentication Mechanism for ASAP | Dec'23

Zoho Desk's ASAP announcement | Time to embrace the enhanced JWT Authentication Mechanism for ASAP | Dec'23

Hi All,

We are eager to introduce the enhanced JWT authentication mechanism for accessing your ASAP add-ons.
 
Effective December 25th, 2023, the ASAP's old JWT authentication mechanism will be deprecated. This means that the option to switch to the new authentication mechanism will be available until then. We request all the ASAP users to move to the new JWT mechanism by following the steps mentioned in the help document.


ASAP

The App Support Across Platforms (ASAP) add-on in Zoho Desk is a stand-alone app that provides in-app self-service to your end-users. It works in tandem with your business, empowering it with help center functionality within the product. With ASAP, your customers do not have to navigate to a different page on your website to access help articles, seek help from customer service representatives, or interact with fellow users. They can find the answers they need right within the ASAP help widget.
 

Understanding the authentication methods

There are two authentication methods available while configuring ASAP in the Desk portal:
    •    Anonymous
    •    JWT

Anonymous

Anonymous users are end-users who choose not to log into the ASAP add-on. They can access your help article, submit tickets, view posts in the user community, and chat with your support agents. They can't perform actions like editing or closing support tickets or interacting within the user community.

JWT

In the JWT authentication method, end-users are known as authenticated users because they choose to log into the ASAP add-on. They can perform nearly all the available actions within the ASAP add-on. The JWT authentication method is the most secure and preferred means of authenticating users through the SSO process.
 

How does user authentication work?

We have enhanced the existing mechanism to provide a better, safer, and simpler authentication process. The improved mechanism verifies the authenticity of your end-users and permits them to use the ASAP-driven help center.

The enhanced JWT Authentication method

The improved mechanism eliminates the necessity of the JWT endpoint. When end-users attempt to log in ASAP, the Zoho server will decrypt the JWT secret key sent from the application side and verify the end user's authentication. This process allows only valid users to log in to ASAP.


 
To learn about the new authentication flow and the technical aspects of JWT, see our help doc.

The existing flow will be tentatively deprecated for all by December 25th, 2023. The enhanced method of JWT authentication has been officially released and is available to all users.

Watch this space for upcoming ASAP updates!

Regards,

Kavya Rao
The Zoho Desk Team


      • Sticky Posts

      • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

        Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

      • WhatsApp pricing changes: Pay per message starting July 1, 2025

        Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

      • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

        Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

      • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

        Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

      • Zoho Desk Cheat Sheet For The Year-End

        Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

        • Recent Topics

        • Wie kann ich einen Nutzer löschen?

          Wir haben Zoho one. Es handelt sich um einen ehemaligen Mitarbeiter.

        • Function #46: Auto generate list of lapsed customers using Custom Button

          Hello everyone, and welcome back to our series! Customer retention is one of the key factors that impact the long-term success and sustainability of a business. High customer retention rates indicate satisfied customers, quality products or services,

        • Before Going To The Qc stage , site ready ness file upload mandtoty how to achive this in the blue print transition

          Before Going To The Qc stage , site ready ness file upload mandtoty how to achive this in the blue print transition Is it possible on click of the predelivery Transition show the alert message if site ready ness file upload empty also not move the stage

        • Announcing new features in Trident for Windows (v.1.28.5.0)

          Hello Community, Trident for Windows is here with exciting new features to help you stay productive and make collaboration simpler. Let’s dive into what’s new! Slash commands are now supported in the Cliq module. You can now use slash commands from the

        • Convert time to string and remove second

          Hello everyone, I have a question that I can't figure out on my own. How to convert time into string (singleline) and remove second. Like HH:mm. If I convert it as below, the result becomes null. Thank you very much. input.Time.tostring("HH:mm") result:

        • Has anyone imported items and included the storage bin?

          We have a large amount of Inventory Items. We would like to import these into Zoho Inventory but while we can import the majority of data, the storage bin refuses to map. Has anyone successfully imported the data and mapped the bin?

        • Terms & Conditions add a rule.

          Hi I'd like to format my T&C's to auto format a Deposit amount based on the Total. "Quotation is valid for 7 days from the date of issue. A 75% deposit ( R .00 )is required to confirm the booking. The remaining balance ( R .00)is due upon project completion.

        • Zoho Inventory Feature Roadmap Visible To All

          Hello, please consider making your feature roadmap visible to us users so that we know what to expect in future. This may appease current users who are seeking clarification on feature implementation dates, so that they can make an informed decision whether

        • send file to ftp or another external service

          i'v created a zoho creator application for take a picture and rename it by phone. Now i need to send Each renamed pictures to my ftp or to specific folder on google drive...then, delete it from creator. (every picture recived it will processed by another program and stored on my Erp) HOW CAN I DO ??

        • Feature Request - Improved booking layouts, specifically for individual booking links

          I would like to see more layout options and specifically to have the meeting description beside the calendar booking function, when sharing booking links to specific consultations/meetings. Below is a screenshot from Calendly. I love this layout and it

        • Set Conditional and Dependent Rules for Issues in Zoho Projects

          An Issue Layout is a customizable form to add and update information about a specific issue. The fields in the issue layout can be changed dynamically based on user requirement using the issue layout rules. Consider a scenario where an electrical fluctuation

        • Accounting on the Go Series-56: e-Way Bill Module in the Mobile App – A Handy Solution for Indian Businesses

          Hello everyone, Managing e-Way bills just got more convenient with the Zoho Books mobile app! For businesses operating under the GST regime, e-Way bills are essential for tracking the movement of goods. Previously, you had to log in to the web app to

        • Copying records from a Custom Module into Deals

          Hello, I recently created a custom module to handle a particular type of order/transaction in our business. Having got this up and running I've realised that it would be much better to use the Deals module with a different layout instead. We've entered

        • Creator App on Mobile - Workflow "On Create / Edit - On Load" not triggered ?

          Hi Everyone, I built an application to track assets, which is used both at the office (desktop) an in the field by technicians (mobile app). In the field, technicians open an existing form and add rows to a subform at some point. One field they have to

        • HOW TO VIEW INDIVIDUAL COST OF NEWLY PURCHASED GOODS AFTER ALLOCATING LANDED COSTS

          Hello, I have been able to allocate landed costs to the purchase cost of the new products. however, what i need to see now is the actual cost price (original cost plus landed cost), of only my newly purchased products to enable me set a selling price

        • Custom Function to get custom field of lookup type in Books

          Hi, Here's the situation. In Purchase Order, there is a custom field (lookup) to SO. The requirement is to update to the related SO if PO get updated Right now facing challenge to get the id of custom field (lookup) in PO. Please find below the sample

        • Custom From Address is now Organizational Email

          We're introducing a small yet meaningful change in Zoho Recruit, one that sets the foundation for bigger improvements coming your way. What’s changed? We’ve renamed the Custom From Address to Organizational Email. The new name was chosen to better reflect

        • What's New in Zoho Billing Q2 2025

          Hello everyone, We are excited to share the latest set of updates and enhancements made to Zoho Billing in Q2 2025, ranging from image custom fields to support for new languages. Keep reading to learn more. Upload Images From Your Desktop to Email Notifications

        • Map dependency on Multiselect picklist

          I need help in Zoho CRM. I have 2 multi-select picklists. For example, Picklist A has country names. Picklist B has state names. Now I want to show states on the basis of the selected country from Picklist A. Both are multi-select fields, so the standard

        • Tip of the Week #63 – Keep personal emails out of team view.

          Shared inboxes are great for teamwork—they let everyone stay on the same page, respond faster, and avoid duplicate replies. But not every message needs to be shared with the entire team. Think about those one-on-one chats with a manager, a quick internal

        • Episode III : Powering Automation: Custom Functions in Action

          Hello Everyone, In our previous episodes, we explored custom functions and the Deluge programming language. If you’ve been wondering why the Episode series have been quiet, here’s the reveal! On our community, we've been showcasing custom functions integrated

        • Narrative 2 - Understanding Organizational Departments

          Behind the scenes of a successful ticketing system - BTS Series Narrative 2 - Understanding Organizational Departments A ticketing system's departments are essential because they provide an organized and practical framework for handling and addressing

        • Zoho Projects Plus for the healthcare industry

          The global healthcare industry is complex and diverse; from patient record maintenance, healthcare supply chain, to manufacturing complex medical equipment, the industry functions on many layers. Managing all these layers requires tested out techniques

        • Missing Outlook calendar option in Calendar

          Hi all I don't have an Outlook Calendar option in the Settings > Synchronise settings of Calendar. Any ideas why not?

        • Zoho Meeting Android app update: Breakout rooms, noise cancellation

          Hello everyone! In the latest version(v2.6.1) of the Zoho Meeting app update, we have brought in support for the following features: 1. Join Breakout rooms. 2. Noise cancellation Join Breakout rooms. Breakout Rooms are virtual rooms created within a meeting

        • Whats App Automation

          It would be nice to be able to send out an automated whats app message template on moving stages or creation of a ticket (same as you can do for automated emails). Currently only automated emails can be sent. Also, if whats app could be used more effectively

        • Zoho Projects Android app update: Enhanced Documents module within the projects.

          Hello everyone! In the latest Android version(v3.9.35) of the Zoho Projects app update, we have enhanced the documents module within the projects. Now, you can view all the attachments that you have added across the project in tasks, bugs, comments, etc,

        • Lead Source Disappears

          When adding a new lead and saving the page, the page refreshes itself and the lead source field becomes blank. We set the "Lead source" as a required field to see if it would help, but the problem persists and we always have to re-enter the lead sou

        • Inquiry Regarding Monitoring ZOHO CRM API Credit Usage

          Hello ZOHO Community, I hope this message finds you well. I have a question regarding monitoring the usage and remaining credits of the ZOHO CRM API. I recently discovered that within ZOHO CRM, by navigating to Settings ⇒ Developer Hub ⇒ APIs & SDKs,

        • Payment Gateways - A unified hub to manage all your payment integrations in Zoho Creator

          Hello everyone, We're thrilled to announce that we've completely reimagined the way payment gateways are handled in Creator. The result is a centralized Payment Gateways section that provides a clean, user-friendly interface to configure and manage all

        • Community Digest Julio 2025 - Todas las novedades en Español Zoho Community

          ¡Hola, Español Zoho Community! Ha pasado un tiempo desde el último Digest pero, ¡ya estamos de vuelta con las novedades más relevantes en las aplicaciones de Zoho y su universo! Si no te quieres perder ninguna de las novedades que vamos publicando, te

        • Tip #35- How to use Notifications in Zoho Assist to stay on top of session activities- 'Insider Insights'

          Hello Zoho Assist Community! This week, we’re exploring Zoho Assist’s built-in notification system for improved visibility and accountability. Keeping track of session activity is crucial, especially when you're managing multiple remote devices and technicians.

        • Assistance with Exporting Specific Data from Zoho CRM

          Hi, Could you please guide me on how to export specific information, such as the model number and serial number, from the Accounts module in Zoho CRM? Thank you in advance for your assistance.

        • Coming Soon in Zoho Invoice: Send Invoices Instantly via WhatsApp

          We're working on bringing a new level of convenience to your invoicing experience. Introducing a much-requested feature in Zoho Invoice: You can now share invoices directly to your customers via WhatsApp! With this new option, you can: Share invoices

        • field update from the value of another field

          Hello, I need to do a field update from the value of another field, but i don´t know how can i do it. In the mass update option it is not possible... I need to put the last name value form the leads module to other custom field that i have created. thanks for your help

        • What is a realistic turnaround time for account review for ZeptoMail?

          On signing up it said 2-3 business days. I am on business-day 6 and have had zero contact of any kind. No follow-up questions, no approval or decline. Attempts to "leave a message" or use the "Contact Us" form have just vanished without a trace. It still

        • Is there any way to prevent the row cloning feature(on edit page)

          My initial requirement is to prevent some users from adding new rows in the subform. For that, I have implemented the client script, and the script is working fine. But users are able to clone the row and make changes. For that, I was unable to find any

        • Using Another Field Value for Workflow Field Update

          I'm trying to setup a Workflow with a "Field Update" action on the Lead module, but I would like the new value to actually be taken from a DIFFERENT Field's on the Lead record (vs just defining some static value..) Is this possible? Could I simply use

        • How Do I Change Business Location

          Ive just shifted my business to a new country and would like to update my address and Business location in the "Organisation Profile" page but it is locked in the previous country. How do I unlock it / change it? Thanks

        • Verify details pop-up windows

          Hi, Is it possible to turn-off the anoying "Verify details" window that ask for closing date, "Reason for Lost" or other concepts. If I would like the user to enter such data, I will implement a rule .... How can I turn-off such pop-up? it's not necessary

        • Next Page