Zendesk Client integration login issue

Discussion in 'CRM / Helpdesk / App Integration' started by Dmitrypuffin, Mar 19, 2018.

Thread Status:
Not open for further replies.
  1. Dmitrypuffin

    Joined:
    Mar 16, 2018
    Messages:
    2
    Likes Received:
    1
    Hello,

    I am working on 3CX integration with Zendesk. We are using client-side integration, since it is more convenient for our agents to have tickets automatically updated after phone call.
    We have 2 Zendesk instances - Sandbox and Production.
    I have prepared integration according to tutorial on both instances: https://www.3cx.com/user-manual/zendesk-crm-integration/

    Problem is following:
    When I am trying to log in in Production environment, I receive following error: production-error.PNG

    When I am logging in Sandbox environment using add-in, it works:
    sandbox-success.PNG

    Zendesk support told me that problem is related to 3CX add-in, not instance.
    OAuth authorization is configured correctly, account credentials are correct.

    How to fix this login problem? Please help me.
     
  2. edossantos

    edossantos Support Team
    Staff Member 3CX Support

    Joined:
    Jun 27, 2007
    Messages:
    1,177
    Likes Received:
    87
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  3. Dmitrypuffin

    Joined:
    Mar 16, 2018
    Messages:
    2
    Likes Received:
    1
    Hello,

    Solution was simple.
    Our company is using SSO, but OAuth uses Zendesk's internal passwords. If users don't have such passwords, authorization will fail with 'invalid_grant' error.
    After creating internal Zendesk password (for example, by resetting password), and using it for login, I have logged in successfully.

    Maybe it will help someone :)
     
    Mike Cartwright likes this.
  4. edossantos

    edossantos Support Team
    Staff Member 3CX Support

    Joined:
    Jun 27, 2007
    Messages:
    1,177
    Likes Received:
    87
    Thanks for sharing!
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  5. Mike Cartwright

    Joined:
    Jun 3, 2017
    Messages:
    26
    Likes Received:
    0
Thread Status:
Not open for further replies.