Skip to content

Integrating SailPoint with Zendesk Service Desk

Integration

This is an integration and requires additional licensing or subscriptions to utilize it. For more information, contact your customer success manager.

Zendesk is a service desk software platform that supports IT service management and automates common business processes for requesting and fulfilling incident requests across a business enterprise.

SailPoint's Zendesk Service Desk connector integrates with Zendesk for service to bring the Zendesk experience to SailPoint where the users can raise and track service desk tickets (Incident) to their logical closure without leaving SailPoint.

Service desk integration process flow

Note

All activity on the Service Desk connector appears as events in Search and on the Activity tab of an identity.

The new service desk functionality provides an easy way to:

  • See a list of integrations
  • View summaries of the integrations
  • Create new integrations
  • Edit/Update existing integrations
  • Delete integrations

Note

To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the SaaS Release Notes page.

Supported Features

SailPoint's Zendesk Service Desk connector supports the following features:

  • Create tickets for manual provisioning operations and status check.

    Note

    Zendesk is used when you do not want SailPoint tasks or automated provisioning.

  • Ticket status is synchronized between SailPoint and Zendesk. If the ticket status check fails, it automatically retries.

Note

The Zendesk Service Desk Integration can be configured as a SaaS Connection Type for SaaS connectivity that doesn't require a Virtual Appliance Cluster.

Prerequisites

Important

For Service Desk Integration Module to function properly, ensure that the feature flag GOV_DISABLE_PLAN_INITIALIZER is set to true for your organization. For more information, reach out to Professional Services/Expert Services.

Required Permissions

Assign the following minimum access permission to create and get the status of a ticket:

  • The Agent role is required for the service account.
  • SailPoint admin user level permissions are required to create and configure Zendesk Service Desk connections. Refer to Granting and Removing User Level Permissions for more information about setting user level permissions.

System Requirements

  • The virtual appliance must be able to connect to the ITSM system when using a VA-based connection type, typically using outbound access for port 443 (HTTPS).

    Note

    This requirement doesn't apply to SaaS connections.

Best Practices

Before you start the configuration process, you should make decisions about the following components of this integration:

  • Identify - Find the Zendesk Service Desk system and the resources that will be used in the connection. Use the Name and Description fields in General Settings to clearly identify the specific Zendesk Service Desk system and the sources used in the connection.
  • Zendesk Service Desk Details - You can create an integration for each Zendesk Service Desk system your company uses. If the integration meets the prerequisites, you need to identify the URL for each instance you want to integrate with. You also need to identify the administrator details and the applicable authentication requirements.

  • Sources - For each source you want to integrate with an Zendesk Service Desk system, verify that it is configured for provisioning. For more information, refer to Prerequisites.

    Tip

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

  • Zendesk Service Desk Statuses - Make a list of each possible status in the Zendesk Service Desk system that you want to map to a status in SailPoint. This will help you track tickets as they're worked. Most importantly, SailPoint uses this mapping to determine when a ticket is closed in the Zendesk Service Desk system so that the related provisioning task is also treated as complete. For more information about mapping statuses, refer to Status Mapping.

  • Requests - Identify each type of provisioning action in SailPoint that you want to create a ticket for in the Zendesk Service Desk system, along with the information from those actions that should be included in the related Zendesk Service Desk system ticket. For more information, refer to Ticket Creation.

Documentation Feedback

Feedback is provided as an informational resource only and does not form part of SailPoint’s official product documentation. SailPoint does not warrant or make any guarantees about the feedback (including without limitation as to its accuracy, relevance, or reliability). All feedback is subject to the terms set forth at https://developer.sailpoint.com/discuss/tos.