In the dynamic world of customer experience (CX), digital-first communication has become the norm, reshaping how businesses interact with their customers. As messaging emerges as a preferred online customer service channel, companies seek innovative solutions to enhance engagement and streamline support processes. Enter Zendesk, a pioneer in CX solutions, which recently unveiled Zendesk Messaging—a groundbreaking platform empowering organizations to deliver rich, seamless conversations across various digital channels.

Note: Scroll down for the complete How-To, or watch the video below.

In a recent announcement, Tipene, a member of Zendesk’s Developer Advocacy team, highlighted the transformative potential of Zendesk Messaging, introduced in 2020. With its ability to facilitate persistent, cross-platform conversations and maintain full conversation history, Zendesk Messaging marks a paradigm shift in customer support strategies.

“At Zendesk, we’re thrilled to introduce Zendesk Messaging, a game-changer in customer service. This innovative platform enables organizations to connect with their customers in real-time, fostering deeper, more meaningful interactions,” remarked Tipene.

Central to Zendesk Messaging’s effectiveness is its capability for end-user authentication, a critical component in ensuring personalized and secure customer interactions. Tipene elucidated the implementation process, emphasizing the significance of seamlessly and securely confirming customers’ identities.

“End-user authentication is the cornerstone of effective customer service. By leveraging signing secrets and JSON web tokens (JWTs), organizations can authenticate users with precision and reliability,” explained Tipene.

Tipene provided a comprehensive overview of the workflow for implementing end-user authentication within the messaging experience. From generating signing keys to developing backend services and utilizing Zendesk SDKs for verification, the process was demystified for developers and CX professionals.

The integration of authentication mechanisms enhances security and enables organizations to tailor support experiences based on individual user profiles. Tipene underscored the importance of merging new conversations with existing user interactions, ensuring continuity and context across engagements.

“With Zendesk Messaging, businesses can seamlessly authenticate users, creating personalized experiences while maintaining the integrity of customer data. Whether it’s a first-time interaction or a returning customer, Zendesk ensures a cohesive support journey,” Tipene affirmed.

Ensuring secure and seamless interactions with end-users in the ever-evolving landscape of customer experience (CX) development is paramount. Zendesk Messaging offers developers a powerful platform to achieve this goal, with robust authentication mechanisms. In this step-by-step guide, we’ll walk you through implementing end-user authentication in Zendesk Messaging, empowering you to deliver personalized and secure CX solutions.

Looking ahead, Zendesk remains committed to innovation, with plans to explore advanced authentication capabilities, including authentication via signed email addresses. Tipene teased future deep dives into these functionalities, promising continued evolution and enhancement of Zendesk’s CX ecosystem.

How to Implement End-User Authentication in Zendesk Messaging:

1. Obtain Signing Keys:

• Begin by accessing Zendesk’s admin center to generate signing keys.
• Signing keys consist of a key ID and a shared secret, serving as credentials for authentication.

2. Set Up Backend Service:

• Upon user authentication, create a backend service for generating JSON web tokens (JWTs).
• Use frameworks like Express.js for Node.js applications to efficiently handle HTTP requests and responses.

3. Handle Client-Side Authentication:

• Develop a client-side login form where users input their credentials.
• Upon form submission, initiate an HTTP request to your backend service to authenticate the user.

4. Authenticate User:

• In the backend service, retrieve the user’s credentials from the request body.
• Verify the user’s credentials against your authentication database or system.
• If authentication is successful, generate a JWT using the signing keys obtained earlier.

5. Generate JSON Web Token (JWT):

• Define the payload for the JWT, including user information such as name, email, and external ID.
• Set the expiration time for the token to ensure security.
• Use the signing secret to sign the JWT to ensure its authenticity.

6. Send JWT to Client:

• Upon successful JWT generation, send the token back to the client-side application as part of the response.
• Ensure secure transmission of the JWT to prevent unauthorized access.

7. Integrate with Zendesk Web Widget:

• Utilize Zendesk’s Web Widget SDK to integrate JWT-based authentication into your messaging interface.
• Pass the JWT to the Zendesk Web Widget using appropriate methods for user verification.

8. Test and Iterate:

• Thoroughly test the authentication workflow in both development and production environments.
• Address any issues or bugs encountered during testing and iterate on the implementation as needed.

9. Ensure Compliance and Security:

• Adhere to best data security and compliance practices, such as encrypting sensitive information and implementing secure transmission protocols.
• Regularly review and update authentication mechanisms to mitigate security risks and comply with industry standards.

By following these steps, developers can seamlessly implement end-user authentication in Zendesk Messaging, enhancing the security and personalization of customer interactions. With authentication as a cornerstone of their CX solutions, developers can unlock new possibilities for engaging and delighting users in the digital age.