Zendesk Integration

Oomnitza's Zendesk Extended Connector allows organizations to pull user information from Zendesk and populate it in Oomnitza as well as integrate with Zendesk as your organization's ticketing system. The user load and related presets allows you to ingest the Zendesk users into the people module as well as within the SaaS User module to ensure your users are properly managed throughout their life cycle. 

Following integrations are available with Zendesk:

 

Setup

Details on setting up Oomnitza Extended Connectors can be found in Oomnitza's Articles on Connector Setup.

We recommend to set a few items in the Global Settings table that will be used as defaults in all the blocks for Zendesk integration rather than having to specify them every single time. These settings are:

  • Zendesk.Subdomain - This is the name of your Zendesk instance. In case your Zendesk URL is https://mycompany.zendesk.com , the name of your Zendesk instance would be mycompany

 

Authentication

Zendesk supports 2 authentications for their API: basic and oAuth2. You should select the one that meets your security requirements. We support both authentications for all APIs and the Credentials for Zendesk should be added to The Oomnitza Vault.

Basic Authentication

Before you can configure any of the available integrations with Zendesk, you need to add credentials in the vault. Zendesk requires a Basic Auth based authentication. The Username / API Token is your Zendesk username connected to an API Token with a "/". It will look like this: "username@address.com/token", where the api_token is the string generated via the following steps:

  1. Click the Admin icon in the sidebar, then select Channels > API.
  2. Click the Settings tab, and make sure Token Access is enabled.
  3. Click the + button to the right of Active API Tokens.

We typically recommend creating a separate user for these integrations rather than creating the token from within an existing named user. Instructions on generating an API Token can be found here: https://support.zendesk.com/hc/en-us/articles/226022787-Generating-a-new-API-token-

When using API Token based Authorization, the  Authorization Tab of tab of your Zendesk Credential should be configured as follows:

Authorization type: Basic
Username: <the username of a user you'd like to authenticate with>/token
Password: Your API Key
Add to: Header
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Note: Zendesk's API Token based authentication is somewhat unusual in that it uses an API Token to authenticate, but is set up as if it were Basic Auth. This is because the credentials need to be base64 encoded before being sent to Zendesk.
 

oAuth2 Authentication

When using OAuth2 based Authorization, the  Authorization Tab of tab of your Zendesk Credential should be configured as follows:

Subdomain: Your Zendesk Subbdomain (e.g. oomnitza<.zendesk.com>)

Client ID: The Client ID generated during OAuth2 Setup

Client Secret: The Client Secret generated during OAuth2 Setup

Scope: The scope of your integration. Should be "users:read"

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Load list of users from Zendesk

We provide 2 versions for the user load to cover both authentications. The only difference between them is the used authentication. 

When loading the list of users from Zendesk, you need to specify your Zendesk subdomain and which roles you would like to ingest. For the roles the default value is Admins and Agents, but in certain cases you might also want to load the end-users or other roles if available. See details on the API being used at https://developer.zendesk.com/api-reference/ticketing/users/users/#list-users especially the comment on roles[].

The following fields can be mapped from Zendesk using Oomnitza's User Interface. For more information on creating Extended Connector Mappings, please see our article on Mapping Extended Connectors.

  • Active
  • Alias
  • Chat Only
  • Created At
  • Default Group ID
  • Details
  • Email - the user's email address. For SaaS User Management, we recommend using this as the sync key to uniquely identify a user within Zoom and map it to a pre-existing user in Oomnitza.
  • External ID
  • IANA Time Zone
  • ID
  • Last Login At
  • Locale
  • Moderator
  • Name
  • Notes
  • Only Private Comments
  • Organization ID
  • Phone
  • Report CSV
  • Restricted Agent
  • Role
  • Role Type
  • Shared
  • Shared Agent
  • Shared Phone Number
  • Suspended
  • Ticket Restriction
  • Time Zone
  • Two-Factor Auth Enabled
  • Updated At
  • Verified

Additional fields may be available through Zendesk. For details on how to retrieve them, please reach out to support@oomnitza.com or see our article on Mapping Extended Connectors.

 

SaaS User Role integration

This workflow block allows you to read a user’s role and last login date from Zendesk. In order to enable this, you need to select this from the list of available SaaS User integrations and then provide the following parameters in configuration:

  • Subdomain - is derived from Global Settings, see Setup above
  • Select the credentials that you created for Zendesk.
  • Deactivate User - If it’s checked, the SaaS user will be deactivated in the Zendesk system if the user was not found in your Zendesk instance.

 

Suspend User API block integration

This preset allows you to suspend a user within Zendesk and could be used within a user off-boarding workflow. To use this preset, simply select it from the list of available presets as well a select the basic authentication to use for it. In case you want to use it with oAuth, please switch to advanced mode and change the authorization there.

This preset references the subdomain as defined in Global Settings table and furthermore maps the user's id via the user_id field.

 

Change User Role API block integration

coming soon

 

Delete User API block integration

This workflow block allows you to delete/deactivate a user from Zendesk within the SaaSUser workflow. In order to enable this, you need to select this Preset from the list of available API block integrations and then provide the following parameters in configuration:

  • Select the credentials that you created for Zendesk in Authorization tab.
  • Subdomain - can be maintained in Global Settings or overwritten locally by replacing [[Global_settings:Zendesk.Subdomain:Shorttext]] in the URL field of the API block

Merged user records
Scenario
Two SaaS user records were added to Oomnitza. Subsequently, the two user records are merged into one user record in Zendesk.
User action
After the records were merged, the workflow is run to deactivate the user record .
Result
Neither of the two SaaS user records can be deactivated.

Create User API block integration

Using this block you can create a new user in Zendesk. This can be triggered from within SaaSUser and User workflows. To use this API block, please make some adjustments as follows:

  • Select the credentials that you created for Zendesk in Authorization tab.
  • Subdomain - can be maintained in Global Settings or overwritten locally by replacing [[Global_settings:Zendesk.Subdomain:Shorttext]] in the URL field of the API block.
  • Verify which fields you want to send to Zendesk for user creation within the body tab.

 

Create ticket API block integration

With this Preset, you can create a ticket within Zendesk. This API block preset offers additional capabilities that may not be available in the Zendesk workflow block since you can adjust the entire message structure by changing the items that are send within the payload in the body tab. To use this API block, please make some adjustments as follows:

  • Select the credentials that you created for Zendesk in Authorization tab.
  • Subdomain - can be maintained in Global Settings or overwritten locally by replacing [[Global_settings:Zendesk.Subdomain:Shorttext]] in the URL field of the API block.
  • Verify which fields you want to send to Zendesk for ticket creation within the body tab.

 

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