FAQs Zoho Desk For Administrators User Access and Security

            Setting up Remote Authentication

            Remote authentication allows you to incorporate your user management system with Zoho Desk. It allows your users to log in to your help desk using the credentials of your own web application without having to create a separate account for your help desk. 

            Enabling Remote Authentication
            You must login to your help desk with administrator credentials to enable remote authentication in your Zoho Desk. 
            1. Click the Setup icon ( ) in the top bar.
            2. In the Setup Landing page, click Rebranding under Organization.
            3. Under Rebranding menu, click Remote Authentication.
            4. In the Remote Authentication page, provide the following details:
              • Remote Login URL: Enter the URL to which Zoho Desk will redirect the users when they log in to your help desk
              • Remote Logout URL: Enter the URL to which Zoho Desk redirects the users when they attempt to log out of your help desk
              • Support Domain URL: Enter the URL of your domain that is mapped to Zoho Desk. Please make sure that you point the CNAME from your subdomain to customer-desk.zoho.com
              • Allowed IPs: Enter the IP addresses to have the users authenticated against your user management system. Tickets received from other IPs will be directed to the standard log in page in Zoho Desk. You can enter multiple IPs separated by a comma 
            5. Click Save and then click Ok.
            6. In the following screen, select and copy the unique secret key. This key should be pasted into the authentication script on your web server. This authentication key will be sent to your email address as well.
            7. Click Logout to enable remote authentication. 

            How it Works
            To authenticate users against Zoho Desk, you must pass a one-way encrypted hash (API key computation), that contains your unique authentication key and the user information. This hash will be used by Zoho Desk to determine the authenticity of the user. On successful validation, the user's record (from the hash) will be created, and is granted access to your help desk.

            Here is a more detailed explanation:
            1. A user (agent/customer) wants to log in to Zoho Desk enabled for remote authentication from an allowed IP.
            2. The user will be redirected to the remote "Login URL" along with a time stamp.
            3. The user enters his login credentials.
            4. A validation request is sent to the authentication script running on your web server, which ensures that the user is logged in.
            5. The authentication script recovers the user’s name and email address and creates a hash. The hash will include the remote authentication key, timestamp and a set of other parameters.
            6. The authentication request will be redirected back to Zoho Desk.
            7. On receiving the authentication request, Zoho Desk will scan the hash and its content using the remote authentication key.
            8. If they match, Zoho Desk will consider that the user was authorized by you and grants access to your help desk.

            Writing an Authentication Script
            You are required to write the authentication script for sign-in and sign-up operations, which will help Zoho Desk to determine the authenticity of the users. You may need the assistance of a developer to write these scripts. Please make sure that you pass the following parameters for the operations as listed below:

            Sign-in Operation Sample Script Attached

            ParameterProperties
            operationProvide as "signin"
            emailEmail ID of the user
            tsCurrent time in GMT 0:0/UTC in milliseconds in numeric format Ex.1341224998301
            apikeyhexdigest(MD5(operation+email+remoteauthkey*+ts))

            Sign-up Operation Sample Script Attached

            ParameterProperties
            operationProvide as "signup"
            emailEmail ID of the user
            tsCurrent time in GMT 0:0/UTC in milliseconds in numeric format Ex.1341224998301
            loginnameLogin name of the user. It should be between 6 and 30 characters long and must contain letters & numbers. You may use underscore[_] and period[.]. Ex: john.b)
            fullnameUser name. (First Name(Max-length:50) + Last Name (Max-length :50). Ex: Stephanie Shane Snyder)
            utypeProvide as "portal" when the user is a customer or "supportrep" when the user is an agent
            roleRole of an agent. Ex: Manager. Role is an optional parameter and when not specified it will default to 'CEO'
            profileProfile of an agent. Ex: Standard. Profile is an optional parameter and when not specified it will default to 'Administrator'
            apikeyhexdigest(MD5(operation+email+loginName+fullName+utype+role+profile+remoteauthkey*+ts)) - when the role and the profile are specified hexdigest(MD5(operation+email+loginName+fullName+utype+remoteauthkey*+ts)) - when the role & the profile are unspecified
            redirectOn successful sign up: "0" to get the JSON response. Else: "1" to redirect the user to Zoho Desk. On successful sign up, the JSON response will be - {"result":"success","info":"User Added"}

            Note:
            • The remoteauthkey* mentioned under the "apikey" parameter is the unique remote authentication key specific to your account
            • The "apikey" computation should strictly adhere to the order mentioned above
            • When you add an existing user to the Zoho Desk portal, the system will not throw any exception or will create a duplicate user. Usually, existing users will be granted access to the application or will receive a success JSON response, depending upon the "redirect" parameter.

            Avoiding Redirection
            Your help desk users can log in to Zoho Desk without needing to go to the login page and be redirected back to your authentication script. To avoid this redirection, compute and send the "ts" param with current time in GMT 0:0 /UTC (Ex. 1341224998301), along with the other parameters. This enables Zoho Desk to authenticate users and grant access to them directly.

            Error Messages
            There are instances when Zoho Desk denies access to users via remote authentication. For example, you may have configured an incorrect domain, or the email address of the user doesn't exist. Here are some of the most common errors and the reasons behind them:

            Error MessageReason
            {"result":"failure","cause":"Unauthorized Access"}Configured an incorrect domain or the domain name must to be checked for a typo.
            {"result":"failure","cause":"Unauthorized Access"}Looks like an issue with your Zoho Desk license or your edition doesn't support remote authentication.
            {"result":"failure","cause":"Unauthorized Access"}You must have provided an invalid "apikey".
            {"result":"failure","cause":"Invalid Username"}You must have provided an incorrect username.
            {"result":"failure","cause":"LoginName already exists"}Looks like the "loginname" already exists. Please provide a different Login Name.
            {"result":"failure","cause":"No Such User or User Deactivated"}The e-mail ID doesn't exist or the user associated with the email address has been deactivated.
            {"result":"failure","cause":"Operation not supported"}The operation parameter is neither "signin" nor "signup".  Also, check if the domain name has been configured.
            {"result":"failure","cause":"Request Delayed"}The "ts" parameter is incorrect or the value is not within the past 3 minutes.

            Safe Access URL
            If you should get locked out of Zoho Desk while working with remote authentication, you can log in to your portal by accessing this Safe Access URL:
            https://support.zoho.com/support/<myportalname>/RLConfig.do?actionName=showRL
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