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

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