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Zendesk

Let users view Zendesk tickets and requests and track agent performance from your intranet using a Zendesk OAuth client.

The Zendesk widget lets users view tickets and requests from Zendesk, track new and solved tickets, and track agent performance.

Before you start

You need:

  • A Power User account in Interact with access to Control Panel > Marketplace.
  • An administrator account in Zendesk with permission to create OAuth clients.
  • Your intranet URL to hand, to build the redirect URL.

Step 1: Configure the Zendesk API

  1. Go to the OAuth Clients tab within the API menu option.

Zendesk OAuth Clients tab

  1. Create a new OAuth client using the Add OAuth client button, and specify the details in the table below.
Field 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 https://{{intranet_url}}/marketplace/zendesk/account/sign-in/oauth2 https://intranet.acme.com/marketplace/zendesk/account/sign-in/oauth2

Warning: Zendesk does an exact match of the redirect_uri value to validate the OAuth request, so the redirect URLs are case sensitive.

Create new OAuth client view

Step 2: Configure the Interact Marketplace

  1. Go to Control Panel > Marketplace and select Zendesk.
  2. Specify the Unique identifier (Client ID) and Client Secret from the Zendesk client.
  3. Specify the App URI. This is the URL of your Zendesk instance, for example https://acme.zendesk.com. Make sure there is no trailing slash.
  4. Select Save.

Important: Editing existing Marketplace configuration options forcibly purges the authentication tokens of all users who have used the integration. Those users must re-authenticate before they can use the integration again. Any scope changes apply immediately to new access tokens. Existing service-provider access tokens do not pick up changes until re-authentication.

Guidance

  • An Invalid Authorization Request / Bad Request error during the user authentication flow usually indicates that the redirect URLs are incorrect (spelling or case) in the OAuth client configuration in Zendesk.
Section: Integrations