Having an issue integrating the Zendesk to a form

I was trying to use zendesk widget to jot form and while doing the "Authentication," it shows "Failed to parse JASON response"

Hi Dilan,

Thanks for reaching out to Jotform Support. That might be due to an incorrect Zendesk subdomain. Can you double check whether the subdomain that you inputted is correct? You can visit here to find the guide of How to find the subdomain from Zendesk Support page.

Reach out again if you need any other help.

Hi Hilary,

Thanks for the quick response; I have double-checked and tried multiple times, and my subdomain is correct. Still have the same issue.

Hi Dilan,

I cloned your form and tested it to see if I could replicate the issue, but everything was working properly. Check out the screencast below to see my results:

I've gone ahead and cleared your form caches as an additional aid. Can you try it again and see how it goes? If you run into the same issue again, let us know, and we'll do some more testing to see what's going on. 

Give it a try and reach out again if you have any other questions.

Hi Waqas,

Thanks for your info. I have tried again and had the same issue again. I have created a new form and tried still having the same problem there.

Hello BlueSG,

Were you able to see this window when connecting your account? I tested it on my end and I was able to get this result:

Can you please go ahead and test again after I have cleared your form cache? If the issue persists, please try taking a screenshot of the console report when clicking on Authenticate. We have a guide on How to Get a Console Report from Most Common Browsers that you can follow.

Keep us updated, and let us know if you need any other help.

Hi Sheena,

I have tried again and still have the same problem. In the console looks like this.

Here I attached the screenshots of Console

Hi BlueSG,

Thanks for getting back to us with the console report. Can you try these additional troubleshooting steps to see if they'll help resolve the issue?

• Please try using a different web browser to integrate the form with Zendesk.
• Also, is this issue happening on this form only? Can you try integrating another form with the same Zendesk account?
• If the issue persists, please try using a different device/computer, and check if the same error will be displayed.

Please give those a try and let us know how it goes.

Hi Gilbert,

I tried Create a new form still the same issue.

Tried to use different browser still the same issue.

I tried in different device having different issue.

Hi Dilan,

Have you tried using a different Zendesk account? If your Zendesk account has IP restrictions or a similar security feature, please ensure that our domains and IPs are whitelisted before trying it again.

Give it a try and let us know how it goes.

Trying in Different browser, Getting the Zendesk login page in popup box after enter login details tthe page freezed

Hi Raymond,

Thanks for that, according to the Jot form article I added below IPs (Not sure it's correct or need to change the last digit)

• 152.160.0.0
• 23.251.253.0
• 38.153.9.0
• 38.152.248.0
• 212.47.85.0

And still I'm getting the same error after enter the zendesk login detail in popup.

Hi Dilan,

Before escalating your issue to our developers team, can you try to log out from your account and clear your browser's cache and cookies and logged back in? If the issue continues, we'll create a performance ticket and forward it to our Developers.

Once we hear back from you, we'll be able to move forward with a solution.

Hi Waqas,

I have tried in incognito mode and created a new form. still having the same error.

Can you double-check that the IP addresses I have added are correct?

• 152.160.0.0
• 23.251.253.0
• 38.153.9.0
• 38.152.248.0
• 212.47.85.0

Hi Dilan,

Yes, the IP addresses you've added were correct. This type of error usually occurs if you have IP restrictions set up in our Zendesk account which prevented the integration from connecting. Can you please try checking this with Zendesk Support and see if that would resolve the issue?

Give it a try and let us know if you need any other help.

Hi Rene,

I have contacted zendesk support and review the IP restrictions(tried different networks) but the issue is still same. Zendesk is advising to check with jotfrom side.

Hi Dilan,

​​I tested your form but couldn’t replicate the issue, so I created a ticket and escalated this to our Developers. Our Developers are working on this as fast as they can. As soon as we have an update, we'll let you know.

Thanks for your patience and understanding, we appreciate it.

Appreciate it. Please let me know if there any update.

Hi Dilan,

This has been escalated by my colleague, If there are any updates, we’ll circle back to this thread and let you know.

Thanks for your patience and understanding, we appreciate it.

Hi, Is there any update on this ticket?

Hi Dilan,

There haven’t been any updates yet. I know that it’s taking some time to resolve. I’ve marked this as a Priority and reached out to our Developers again. We’ll let you know as soon as there’s an update.

We appreciate your patience while we work on a solution.