Unable to authenticate Pendo in JPD

Question

Submitting here since our team that oversees this is stumped. Hoping the JPD team can help.

I'm unable to authenticate Pendo links in Jira Product Discovery. It asks me to provide an API access token from Pendo. When I navigate to the link provided in Pendo, the page doesn't load or provide an access token. Other users in the system are not having this issue.

Aisha S. · Answer

@Tanguy Crusson Does this feature work with an EU instance of Pendo.  I'm also experiencing the same thing.  I'm not being asked to authenticate with Pendo, and when I paste in an EU instance URL (https://app.eu.pendo.io/xxx), it's not pulling in the data. Any ideas?

Tanguy Crusson · Answer

OK, I see.

The way this works (we know it's not perfect) is that every user pasting links needs to authenticate. That's because for most apps, the authentication is not via keys but a per-user authentication flow.

Teal Nissley · Answer

@Tanguy Crusson Sarah and I are from the same company, the rest of our users are able to just paste in the links from Pendo Feedback items and we do not have an integration key setup for this. I can just paste a link from Pendo as an insight and it will pull in the number of votes, description, etc. (screenshot below). When Sarah does the same thing she is asked to authenticate via an integration key. No one else is hitting this step when they add insights from Pendo feedback, and we're stuck on trying to troubleshoot why it is acting differently for one person who has the same permissions as others in both tools.

FYI - @Sarah Green