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Zendesk Help Center Sign-In

The zendesk plugin signs your users in to your Zendesk help center with their exchange account (single sign-on). When a signed-in user opens help on your exchange, they arrive in Zendesk already signed in with their exchange email.

What you need​

  • The Enterprise plan on HollaEx Cloud.
  • A Zendesk account with JWT single sign-on set up for your end users, and its shared secret.
  • No other help desk plugin installed. Only one can be installed at a time.

Set it up​

  1. Set up JWT single sign-on in Zendesk. In your Zendesk account, set up single sign-on with JWT for your end users and copy the shared secret.

  2. Install the plugin. Go to Operator Controls → Exchange → Plugins, find zendesk under Available to install and click Install.

  3. Configure it. Click Configure on the plugin, fill in the settings below and save.

    SettingWhat it does
    accessKeySecret, required. The JWT shared secret from Zendesk.
    publicUrlRequired. Your Zendesk address, including https://, for example https://yourcompany.zendesk.com.

  4. Test it. Sign in to your exchange and open help. You should land in Zendesk signed in with your exchange email.

What your users see​

When a signed-in user opens help, they're taken to your Zendesk help center and signed in there with their exchange account. The name sent to Zendesk is the part of their email before the @.

How it works​

When a signed-in user opens help, your exchange creates a sign-in link for Zendesk, signed with your shared secret. It carries the user's email, a name taken from the email and their exchange user ID. The shared secret stays on your exchange's server.

Troubleshooting​

  • Users land in Zendesk but aren't signed in, or see a sign-in error. Check that accessKey matches the shared secret in Zendesk exactly, and that JWT single sign-on is turned on for end users in Zendesk.
  • Users are sent to the wrong address. Check publicUrl. It must start with https:// and have no path after the Zendesk domain.

Need help? Open a ticket from your HollaEx dashboard.