Connecting SailPoint and Zendesk Service Desk

The Zendesk Service Desk connection performs effective and efficient service management for SailPoint services offered to the organization in Zendesk and enables you to create and manage incidents reported from other SailPoint sources.

Before creating the connection, enable authentication in Zendesk for your chosen authentication type.

To create the connection:

Sign in to SailPoint > Admin interface.
Go to Connections > Service Desk. The Service Desk connections page displays.
Select Create. The Create Integration page displays.
Provide the required information on the General Settings page.
Select Continue. The Configure page appears.
Provide the Connectivity and Authentication information on the Configure page.
Provide the Ticket Creation information on the Configure page.
Provide the Status Mapping information on the Configure page.
Provide the Requester Source information on the Configure page.
Select Continue to save the configuration and review the Summary of the configuration.

General Settings

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Note

Ensure that the name and description of each connection are unique. Because you can configure multiple source types to use this connection, you should specify the sources in the description. The tickets for those sources are processed on the managed system while the status of the tickets is synchronized in SailPoint.

Enter a descriptive Name for the connection.
Enter the Description of the connection.
Select your Zendesk SDIM service desk application from the Integration Type dropdown list.
Select Incident in the Ticket Type dropdown list.
Select the Connection Type:
- VA-Based Connection Type - Select the VA-Based connection type if you want to use a Virtual Appliance Cluster.
- SaaS Connection Type - Select the SaaS connection type if you want to create a SaaS application without using a Virtual Appliance Cluster.
Notes
- SaaS Connection types don't support Credential Providers.
- Once you create an integration, you cannot edit the connection type.
(Optional) If Credential Providers are supported for this integration, you can select Use a Credential Provider to use a credential provider configured in your tenant.
Enter the name of the Integration Owner.

VA-Based Connection Type

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Select VA-Based connection type if you want to use a Virtual Appliance Cluster.
Select Save.

SaaS Connection Type

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Select SaaS connection type if you want to create a SaaS application without using a Virtual Appliance Cluster.

Note

When you select the SaaS connection type, the Enable Debug Logging feature is available. It is only supported for Service Desk SaaS integration.

Administrator Settings

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Select the Enable Debug Logging checkbox to enable the integration to create and send debug log files to SailPoint Support to help troubleshoot issues.
If the Enable Debug Logging feature is needed, please contact SailPoint.

Note

Enable Debug Logging should not be enabled without SailPoint guidance.

Sources

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In the Sources dropdown list, select sources to configure from the available sources. For each source you want to integrate with the Zendesk Service Desk system, verify that it is configured for provisioning.

Tip

Edit the Description field for these sources to indicate they are used in the Zendesk Service Desk integration.

Connectivity and Authentication

In the Configure > Connectivity and Authentication sub-panel, in the URL field, enter the URL of the Zendesk instance that you are integrating with. For example:

https://subdomain.zendesk.com

Note

To use an API token with basic authentication, append the username with /token and provide the API token in the Password field. For more information, refer to Generating a new API token in the Zendesk documentation.

Basic Authentication Type

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Select the Basic authentication type.
Enter the Username and Password required to authenticate with the managed instance.

OAuth2 Authentication Type - Password

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Select PASSWORD as the Grant Type.
Enter the location of the token endpoint the instance uses to retrieve the token. For example:
```
https://subdomain.servicedesk.com/oauth/tokens
```
Enter the Username and Password.
Enter the Client ID and Client Secret.

Refer to the Zendesk documentation for more information about using OAuth authentication with your application.

OAuth2 Authentication Type - Client Credentials

Select CLIENT_CREDENTIALS as the Grant Type.
Enter the location of the token endpoint the instance uses to retrieve the token. For example:
```
https://subdomain.servicedesk.com/oauth/tokens
```
Enter the Client ID and Client Secret.

Refer to the Zendesk documentation for more information about using OAuth authentication with your application.

Bearer Authentication Type

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Select Bearer as the Authentication Type.
Enter the Bearer Token used for authentication. For more information, refer to Generating a new Access Token in the Zendesk documentation.

Note

The linked documents are not maintained by SailPoint and are subject to change without notice.

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