Integrate Zendesk

Zendesk provides cloud-based support, sales and customer engagement software (see https://www.zendesk.com/).You can protect access to Zendesk by integrating Zendesk with Identity as a Service. Once integrated, users can use single sign-on to log in to their Zendesk account through Identity as a Service.

Note: This integration was tested using Identity as a Service version 5.13 and Zendesk release notes through 2020-10-23. Other versions of Zendesk may require integration and configuration steps that differ from those documented in this procedure. For other versions of Zendesk, this integration guide may be used as an initial approach for integrating Zendesk. In the event of other issues, contact support@entrust.com for assistance.

Step 1: Copy the Single Sign-On URL from Zendesk

1. Log in to Zendesk. The Zendesk Dashboard page appears.

2. Go to the Zendesk Admin Center.

3. Under Security click Security Settings. The Staff Members page appears.

4. In the left pane, click Single sign-on.

5. For SAML, click Edit. The SAML details appear.

6. Copy the SAML SSO URL and paste it into a text editor such as Notepad. You need to upload this in Step 2: Add Zendesk to Identity as a Service.

Step 2: Add Zendesk to Identity as a Service

Add Zendesk as an application to Identity as a Service

1. Log into your Identity as a Service administrator account.

2. Click > Security > Applications. The Applications Lists page appears.

3. Click Add. The Select an Application Template page appears.

4. Do one of the following:

● Select SAML Cloud Integrations from the search drop-down list and scroll to find the application you want to add to IDaaS.

- or -

● In the Search bar, enter a search option to filter for the application you want to add to IDaaS.

5. Click Zendesk. The Add Zendesk page appears.

6. Enter an Application Name.

7. Enter an Application Description.

8. Optional. Add a custom application logo.

a. Click next to Application Logo. The Upload Logo dialog box appears.

b. Click to select an image file to upload.

c. Browse to select your file and click Open. The Upload Logo dialog box reappears showing your selected image.

d. If required, resize your image.

e. Click OK.

9. Select the Authentication Flow that appears to users during login.

10. Click Next. The General page appears.

11. In the Default Assertion Consumer Service URL field copy and paste the Single Sign-On URL you copied in Step 1: Copy the Single Sign-On URL from Zendesk.

12. In the Service Provider Entity ID (Issuer) field enter https://ncipher1549449329.zendesk.com.

13. Optional. Enter the SAML Username Parameter Name used to identity the user ID being requested for authentication. The user ID can then be passed as a parameter, for example, Username=jdoe. Alternately, if the SAML username is NameID, the SAML Request XML NameID element value is used to the identify the IDaaS userID.

14. Enter the SAML Session Timeout to the time when the SAML Assertion times out. The maximum is 720 minutes.

15. Enter the Max Authentication Age (seconds) to set the maximum amount of time that can elapse before a user is required to reauthenticate during a new login attempt. This applies for both SP-initiated and IDP-initiated login. Set this field to -1 to disable this feature.

16. From the SAML NameID Attribute drop-down list, select Email.

17. From the SAML NameID Encoding Format drop-down list, select Email.

18. From the SAML Signature Algorithm drop-down list, select SHA256.

19. Select the SAML Signing Certificate from the drop-down list.

20. Deselect Enable Go Back Button if you do not want users to be able to go back to the Zendesk login page to log in.

21. Select Show Default Assertion Consumer URL Service in the My Profile. When selected, the Default Assertion Consumer URL appears in a user's My Profile page in addition to relay states and Alternative Assertion Consumer URLs.

22. Optional. Add Alternative Assertion Consumer Service URLs, as follows:

a. Click Add.

b. Enter a Name.

c. Enter a URL Value.

d. Select Show in My Profile to display the Alternative Consumer Service URL in a user's My profile page.

e. Optional. Add an Application Logo.

f. Click Add.

g. Repeat these steps to add more Alternative Assertion Consumer Service URLs.

23. Click Submit.

Step 3: Add a resource rule

Step 4: Copy the SHA-256 Fingerprint from Identity as a Service

1. Log in to your Identity as a Service administrator account.

2. Click > Resources > Applications. The Applications List page appears.

3. Under SAML Cloud Integrations, click Signing Certificate. The Signing Certificates page appears.

4. Click to see the details on the Default SAML Certificate.

5. Copy the SHA-1 Fingerprint information to a text editor such as Notepad. You need this information in Step 6: Configure Zendesk for Identity as a Service authentication.

Step 5: Copy the SAML Configurations from Identity as a Service

Copy the SAML Configuration from Identity as a Service

1. Log into your Identity as a Service administrator account.

2. Click > Security > Applications. The Applications Lists page appears.

3. Under SAML Cloud Integrations, click SAML Configuration. The SAML Configuration dialog box appears.

This dialog box contains information you need to configure your SAML application for Identity as a Service authentication.

4. Do one of the following:

● Leave this dialog box open to reference later in this procedure.

● Copy the Entity ID, Single Sign-on URL, and Single Logout URL to a text file and save it to reference later in this procedure.

Note: Depending on the integration you are performing, you may not need all three of these SAML configuration values.

Step 6: Configure Zendesk for Identity as a Service authentication

1. Log in to Zendesk. The Zendesk Dashboard page appears.

2. Go to the Zendesk Admin Center.

3. Under Security click Security Settings. The Staff Members page appears.

4. In the left pane, click Single sign-on.

5. For SAML, click Edit. The SAML details appear.

6. In the SAML SSO URL field, paste the Single Sign-On URL from Step 5: Copy the SAML Configuration from Identity as a Service.

7. In the Remote Logout URL field, paste the Single Logout URL from Step 5: Copy the SAML Configuration from Identity as a Service.

8. In the Certificate Fingerprint field, paste the SHA-256 Fingerprint details you copied in Step 4: Copy the SHA-256 Fingerprint from Identity as a Service.

9. Click Save to return to the Staff members page.

10. In the left pane click End users.

11. On the Staff Members page, select External authentication.

12. Click Save.

Testing Service Provider Login

1. Open a Web browser and enter the URL for your Zendesk account. You are directed to Identity as a Service.

2. Enter your Zendesk account User ID and click Next.

3. Respond to the second-factor authentication challenge. If you respond successfully, you are logged into Zendesk.

Testing Identity as a Service redirect log in

1. Log in to your Identity as a Service account.

2. Go to your My Profile page if you are not already there.

3. Under Applications, click Zendesk.

4. Respond to the second-factor authentication challenge. If you respond successfully, you are logged into Zendesk.