Authentication
Introduction
Deepdesk provides multiple authentication methods to support the various CX platforms:
- SSO
- Magic link
- API key
- JWT
These methods, except for Magic link, are all intended to authenticate an agent from within a CX platform. Magic link is only used to log in to Studio.
The favoured method is always SSO, but not all platforms or customers support this.
Magic links are temporary login tokens that are emailed to agents upon request. If SSO is not supported, this approach is the default.
JWT authentication can be done if there is a collaborative integration with the CX platform. In this case the platform generates a JWT token using a shared secret.
API Key authentication is used when both SSO and magic links are not possible, and there is no backend integration possible between Deepdesk and the platform, for instance with LiveEngage. This is not a secure approach, as agents could abuse the API key to log in as other agents. If no other authentication mechanism is possible, API key authentication is the fallback.
Accounts Overview
The following table specifies the authentication method currently used by the account's platform integration:
| Genesys Cloud | Genesys WDE | LiveEngage | RingCentral | Salesforce | Tracebuzz | |
|---|---|---|---|---|---|---|
| ANWB | API key | |||||
| DHL | SSO | |||||
| FBTO | API key | |||||
| Knab | JWT | |||||
| NS | JWT | |||||
| Rabobank | SSO +roles | |||||
| Swisscom | SSO (Azure) +roles | |||||
| Vattenfall | API key | |||||
| VodafoneZiggo | SSO | |||||