# 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:** 1. Sign in to **SailPoint \> Admin interface**. 2. Go to **Connections \> Service Desk**. The Service Desk connections page displays. 3. Select **Create**. The Create Integration page displays. 4. Provide the required information on the [General Settings](<#general-settings>) page. 5. Select **Continue**. The Configure page appears. 6. Provide the [Connectivity and Authentication](<#connectivity-and-authentication>) information on the Configure page. 7. Provide the [Ticket Creation]() information on the Configure page. 8. Provide the [Status Mapping]() information on the Configure page. 9. Provide the [Requester Source]() information on the Configure page. 10. Select **Continue** to save the configuration and review the Summary of the configuration. ## General Settings > [!NOTE] > > **Screenshot** > > [![General Settings]()]() > [!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. 1. Enter a descriptive **Name** for the connection. 2. Enter the **Description** of the connection. 3. Select your Zendesk SDIM service desk application from the **Integration Type** dropdown list. 4. Select **Incident** in the **Ticket Type** dropdown list. 5. Select the Connection Type: - [VA-Based Connection Type](<#va-based-connection-type>) - Select the **VA-Based** connection type if you want to use a Virtual Appliance Cluster. - [SaaS Connection Type](<#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. 6. (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. 7. Enter the name of the **Integration Owner**. ### VA-Based Connection Type > [!NOTE] > > **Screenshot** > > [![VA-Based Connection Type]()]() 1. Select **VA-Based** connection type if you want to use a Virtual Appliance Cluster. 2. Select **Save**. ### SaaS Connection Type > [!NOTE] > > **Screenshot** > > [![SaaS Connection Type]()]() 1. 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](<#administrator-settings>) feature is available. It is only supported for Service Desk SaaS integration. #### Administrator Settings > [!NOTE] > > **Screenshot** > > [![Administrator Settings]()]() 1. Select the **Enable Debug Logging** checkbox to enable the integration to create and send debug log files to SailPoint Support to help troubleshoot issues. 2. If the **Enable Debug Logging** feature is needed, please contact SailPoint. > **Note** > > **Enable Debug Logging** should not be enabled without SailPoint guidance. ### Sources > [!NOTE] > > **Screenshot** > > [![Sources]()]() 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: ```text 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 > [!NOTE] > > **Screenshot** > > [![Basic Authentication Type]()]() 1. Select the **Basic** authentication type. 2. Enter the **Username** and **Password** required to authenticate with the managed instance. ### OAuth2 Authentication Type - Password > [!NOTE] > > **Screenshot** > > [![OAuth2 Authentication Type - Password]()]() 1. Select **PASSWORD** as the **Grant Type**. 2. Enter the location of the token endpoint the instance uses to retrieve the token. For example: ```text https://subdomain.servicedesk.com/oauth/tokens ``` 3. Enter the **Username** and **Password**. 4. 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 1. Select **CLIENT\_CREDENTIALS** as the **Grant Type**. 2. Enter the location of the token endpoint the instance uses to retrieve the token. For example: ```text https://subdomain.servicedesk.com/oauth/tokens ``` 3. 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 > [!NOTE] > > **Screenshot** > > [![Bearer Authentication Type]()]() 1. Select **Bearer** as the **Authentication Type**. 2. 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.