Zendesk

The Zendesk widget allow users the ability to view tickets and requests from Zendesk, track new and solved tickets, and track agent performance

Configuring Zendesk API

  1. Navigate to the OAuth Clients tab within the API menu option
  1. Create a new OAuth Client using the 'Add OAuth client' button and specify the details in the table below.

Fields

Value

Example

Client name

Interact Software Marketplace

Interact Software Marketplace

Company

[Your Company Name]

Acme

Unique identifier

[create a unique id]

interact_software_marketplace

Redirect URLs

Add the two following URLs:

https://[YourIntranetURL]/zendesk/Account/RetrieveAccessToken

https://[YourIntranetURL]/marketplace/zendesk/account/sign-in/oauth2

https://intranet.acme.com/zendesk/Account/RetrieveAccessToken

https://intranet.acme.com/marketplace/zendesk/account/sign-in/oauth2

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Case Sensitive Redirect URLs

Zendesk does an exact-match of the redirect_uri value to validate the OAuth request therefore the Redirect URLs are case sensitive.

Create new OAuth client viewCreate new OAuth client view

Create new OAuth client view

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Redirect URL Deprecation

From 24th March 2021, Interact will deprecate the use of the following Redirect URL -https://[YourIntranetURL]/zendesk/Account/RetrieveAccessToken

Configuring Interact Marketplace

  1. From Application Settings > Control Panel > Marketplace, select Zendesk
  2. Specify the Unique identifier (Client ID) and Client Secret from the Zendesk client.
  3. Specify the Authority and App URI. These will both be the URL of your Zendesk instance: e.g. "https://acme.zendesk.com/".
  4. Click Save.

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Editing Marketplace Configuration

The editing of existing Marketplace Configuration options, will forcibly purge authentication tokens of all users who have used the integration. Therefore requiring them to re-authenticate before being able to use the integration again, any scope changes will be immediately applied to the new access tokens (existing service provider access tokens won't automatically pick up changes until re-authentication.)

Guidance

  • An 'Invalid Authorization Request/ Bad Request' error during the user authentication flow is usually indicative of Redirect URLs are incorrect (spelling, case sensitive) during the configuration of the OAuth Client in Zendesk