3CX - Zendesk Support Integration - authentication fails

[tamigo]

Hi,

I am trying to set-up the integration between 3CX and Zendesk Support. According to the manuals from 3CX and Zendesk everything is prepared and should be pretty straight forward. But still I get the authentication error message when I do the test. I try to set it up via our company admin account (which is different to the one I am using for this forum - there it is the Professional package)






The older Threads did not really help in that regard. Thanks for any input.

 

[edossantos]

Well, the error is pretty clear, so it looks like the provided credentials are not working. Did you enable password access in Zendesk as described here? If you're accessing Zendesk using SSO, you will need to have a user with password access.

 

[tamigo]

Thanks - yes I did. That is why I find it strange.



Every user logs in with email and password.

 

[edossantos]

In that case it's something to check with Zendesk, they will be able to tell you why they're rejecting the API call if the credentials provided are valid.

 

[tamigo]

hmm they told me to check with 3CX because I am logging in as a Zendesk Admin and I have an agent role. So the credentials are definitely correct. Does 3CX need to use the same credentials as well? Because the login in here is via the extension?

But I will give it another try. Any other hints - what I should check with Zendesk?

 

[edossantos]

Well, you can tell them that 3CX is invoking the REST API with valid credentials and Zendesk is rejecting the call. They probably have logs on their side indicating why the credentials are being considered invalid....

 

[tamigo]

Thank you for the additional info.

 

[tamigo]

OK - we have 2-factor authentication enabled - this is why we can not access via email and password. Is there documentation how to use API tokens?

 

[edossantos]

OK - we have 2-factor authentication enabled - this is why we can not access via email and password. Is there documentation how to use API tokens?

Please note that this integration has only been tested with user and password. However, by checking the Zendesk documentation:
https://support.zendesk.com/hc/en-us/articles/4408889192858-Generating-a-new-API-token
https://support.zendesk.com/hc/en-us/articles/4408831452954-How-can-I-authenticate-API-requests-

You should be able to use tokens as well, because in both cases Basic Authentication is used.

In order to use tokens, this is what you should do:
1) Generate the token in Zendesk.
2) Configure the email field in 3CX as: email_address/token, for example: [email protected]/token
3) Configure the password field in 3CX as: YOUR_API_TOKEN

Please give it a try and let me know if that works.