Creating a service desk integration for Zendesk assets

Setting up the Integration

Oomnitza integrates with Zendesk bidirectionally. Allowing for two-way flow of information between the systems. Because of this, setup requires users to perform steps in both Zendesk and Oomnitza.

Starting in Oomnitza, go to the Settings page and click Zendesk tile to proceed with step by step configuration.

Starting out

To begin, navigate to the settings page of Oomnitza and select the Zendesk Block under Service Desk Integrations. 

This will take you to the Zendesk Info tab. When you're ready to begin setting up the integration,  click on the Next button in the bottom right or the Connect tab at the top of the screen.

Connecting Oomnitza to Zendesk

From the Connect page, you'll need to enter the details of your Zendesk account into Oomnitza. before connecting, you'll need to generate an API token in Zendesk. To do so, you must be a Zendesk administrator, and follow these steps:

1. Log in to your Zendesk account. 
2. Go to Admin settings >API
3. Select active API from the menu and copy it.

Once you have that Token, navigate back to Oomnitza and enter your Zendesk Subdomain, Zendesk Username, and Zendesk API Token in the appropriate fields. Once they're entered, click "Connect".

Setting up Mappings

In the Zendesk Integration users can choose which assets will be pulled into the data panel. The integration can also be setup to display other assets based on information in the Zendesk ticket.

For example, you can map the requestor of the ticket in Zendesk to the Assigned To field in Oomnitza. In this case, the person who creates the tickets will have their assigned assets’ information displayed in the panel.

To configure mappings you need to drag the field from the Zendesk column and drop it to the necessary Oomnitza field. To complete configurations click the Finish button.

See below for an example:

In Zendesk

The next step is to install the Oomnitza App in the Zendesk Marketplace.

1. Log in to your Zendesk account
2. Go to Admin settings > Marketplace
   
3. Find IT Asset Management by Oomnitza and click Install button.
   
   

After selecting Install, you will be prompted to select a Zendesk account in which to install this app.

The last steps are to:

1. Enter a Zendesk ticket.
2. If the plug-in is not displayed, enable the apps view by selecting Apps in the top right.
3. Log in to the plug-in using an Oomnitza user (if you have SSO setup, the SSO option should be showing).

For more information on adding tickets to assets in Oomnitza or adding assets to tickets in Zendesk, click on the following links.

• How to: Tagging Assets to tickets in Zendesk
• How to: Adding assets to tickets in Zendesk through Oomnitza