Authentication Required window popping up on tickets

Question

I'm already logged into Zendesk Support. Why am I still being prompted to authenticate again whenever I open a ticket?

Answer

This is often caused by third-party apps, such as Capsule CRM, that require their own set of credentials for use. Generally, the issue arises because the authentication credentials are no longer valid or the validating API token has expired.

One way to confirm this is to take a look at the browser console and check for any 401 errors:

https://yoursubdomain.zendesk.com/proxy/to/https%3A%2F%2FSUBDOMAIN.capsulecrm.com.capsulecrm.com%2Fapi%2Fusers 401 (Unauthorized)

This error will point you towards exactly which of your apps is causing the Authentication Required window to pop up. If you have credentials for that app, try logging into the pop-up window with them. If not, please reach out to an admin on your account for further assistance.