Zendesk Connector. Version 2.0. User Guide

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1 Zendesk Connector Version 2.0 User Guide

2 2015 Ping Identity Corporation. All rights reserved. PingFederate Zendesk Connector Quick Connection Guide Version 2.0 November, 2015 Ping Identity Corporation th Street, Suite 100 Denver, CO U.S.A. Phone: ( outside North America) Fax: Web Site: Trademarks Ping Identity, the Ping Identity logo, PingFederate, PingOne, PingConnect, and PingEnable are registered trademarks of Ping Identity Corporation ("Ping Identity"). All other trademarks or registered trademarks are the property of their respective owners. Disclaimer The information provided in this document is provided "as is" without warranty of any kind. Ping Identity disclaims all warranties, either express or implied, including the warranties of merchantability and fitness for a particular purpose. In no event shall Ping Identity or its suppliers be liable for any damages whatsoever including direct, indirect, incidental, consequential, loss of business profits or special damages, even if Ping Identity or its suppliers have been advised of the possibility of such damages. Some states do not allow the exclusion or limitation of liability for consequential or incidental damages so the foregoing limitation may not apply. Document Lifetime Ping Identity may occasionally update online documentation between releases of the related software. Consequently, if this PDF was not downloaded recently, it may not contain the most up-to-date information. Please refer to documentation.pingidentity.com for the most current information. From the Web site, you may also download and refresh this PDF if it has been updated, as indicated by a change in this date: November 6, PingFederate Zendesk Connector 2 User Guide

3 Contents Introduction... 4 Supported Features... 4 System Requirements... 4 ZIP Manifest... 4 Installation and Setup... 4 Getting Started... 4 Installing the Connector... 6 Configuring Server Settings... 6 Configuring a Connection... 6 Complete Setup of SAML SSO to Zendesk... 9 Provisioning Groups to Zendesk Mapping Users to Groups Attribute Index PingFederate Zendesk Connector 3 User Guide

4 Introduction This document assumes you have read the Introduction section of the SaaS Connector User Guide. Supported Features User Outbound Provisioning Group Outbound Provisioning Browser-based SP and IdP-initiated SSO System Requirements The Zendesk Connector requires installation of PingFederate or higher. The Zendesk Plus and Enterprise accounts are required for SAML SSO integration. Some user attributes may require an Enterprise account (see Attribute Index) for use with provisioning. ZIP Manifest The distribution ZIP file for the Connector contains the following: ReadMeFirst.pdf contains links to this online documentation. zendesk-saml-metadata.xml The metadata used for Browser SSO /legal: Legal.pdf copyright and license information. /dist contains libraries needed for the Connector: pf-zendesk-quickconnection-2.0.jar PingFederate Zendesk Connector Installation and Setup The following sections explain how to obtain the necessary information required for installing and configuring this SaaS Connector. Please follow these sections completely and in order. Getting Started Before you can configure this Connector, you will need to complete the following steps. Tip: Some of the following steps result in information to be used at a later time in this User Guide. It is recommended that you copy this information to a secure location to reference in later steps. PingFederate Zendesk Connector 4 User Guide

5 Obtain Your Zendesk Administrator This Connector requires a valid Administrative account to be used when configuring a SP Connection for Outbound Provisioning. Note: You only require this information if you are configuring this Connector for Outbound Provisioning. Obtain Your Zendesk Subdomain This Connector requires the subdomain to access your Zendesk for SSO and Outbound Provisioning. Example: YourSubDomain.zendesk.com Obtain Your Zendesk API Token The Zendesk Connectors Outbound Provisioning functionality is built using Zendesk s REST API, which requires an authorized OAuth 2.0 Access Token. Note: You only require this information if you are configuring this Connector for Outbound Provisioning. To Obtain Your API Token: 1. Log in to your Zendesk with your Administrative account. 2. Click Manage (the gear icon) and select API in the Channels category. 3. Under the Settings tab, ensure the Token Access checkbox is enabled. 4. Make note of the API token. Note: These steps are subject to change at the discretion of Zendesk. If these steps are different from the steps in this document, please contact your Zendesk representative for updated steps for obtaining this API token. Obtain Your Zendesk SAML 2.0 Metadata XML This Connectors quick-connection template uses a metadata XML file to assist in configuring many settings in the SP Connection. Before configuring your SP Connection, you must first prepare the zendesk-saml-metadata.xml that comes packaged with the Zendesk Connector. To Prepare zendesk-saml-metadata.xml: 1. Open the zendesk-saml-metadata.xml file that came packaged with the Zendesk Connector in the text editor of your choice. 2. Replace all instances of SUBDOMAIN with your Zendesk Sub Domain value: For example: If your Zendesk Sub Domain is zendesk_subdomain then SUBDOMAIN.zendesk.com would become zendesk_subdomain.zendesk.com. PingFederate Zendesk Connector 5 User Guide

6 3. Save your changes. Synchronizing Existing Zendesk Users Important: If your Zendesk already has Users you wish to provision with the Zendesk connector, this is possible by following the steps below. To provision existing User accounts on Zendesk Ensure that the value mapped to the attribute, (when configuring the connector) matches the existing Zendesk Users address exactly as it appears in Zendesk. For example, on the Attribute Mapping screen, the User attribute on Zendesk is mapped to the User mail attribute in your LDAP. This will synchronize a User that already exists on Zendesk with an address in Zendesk of john.smith@mydomain.com. In this case, the Users mail attribute in LDAP would also have to be john.smith@mydomain.com. When the Zendesk connector provisions for the first time, this address will be used to synchronize the User in your LDAP data store with the User in Zendesk. Installing the Connector To install the Zendesk Connector, please follow the instructions in the Installing the Connector section of the SaaS Connector User Guide. Note: Do not delete any versions of the Common Provisioning Layer (prov-cplx.x.x.jar) from the deploy folder that are required for other SaaS Connectors. Configuring Server Settings To configure Server Settings in preparation of configuring the Zendesk Connector, please follow the instructions in the Configuring Server Settings section of the SaaS Connector Guide. Configuring a Connection Important: This section directs you to the SaaS Connector User Guide for most of the steps to configure this Connector but contains additional steps that need to be followed to successfully configure this Connector. Ensure you follow the additional steps below as directed. To Configure a Connection using the Zendesk Connector, please follow the instructions in the Configuring a Connection section of the SaaS Connector User Guide, making the adjustments listed in the following section. Additional Steps On the Connection Template screen, select Zendesk Connector as the Connection Template to use for this SP Connection. You will be asked to provide the zendesk-saml- PingFederate Zendesk Connector 6 User Guide

7 metadata.xml Metadata File you edited earlier in the Getting Started section of this User Guide. On the General Info screen, the default values are taken from the metadata file you selected in an earlier step. We recommend using these default values. (SSO Configuration) On the SAML Profiles screen, ensure that the IdP-Initiated SSO and SP- Initiated SSO profiles are selected and click Next. PingFederate Zendesk Connector 7 User Guide

8 (SSO Configuration) On the Attribute Contract screen, ensure that the SAML_SUBJECT name format is set to urn:oasis:names:tc:saml:1.1:nameid-format: address. (SSO Configuration) On the Allowable SAML Bindings screen, ensure that the POST and Redirect profiles are selected (de-select Artifact and SOAP) and click Next. (SSO Configuration) On the Signature Policy screen, ensure that the Always sign the SAML Assertion is selected and click Next. On the Digital Signature Settings screen, once you select your Signing Certificate, enable the checkbox to Include the certificate in the signature <KeyInfo> element and click Next. PingFederate Zendesk Connector 8 User Guide

9 On the Target screen when configuring provisioning, enter the Zendesk Administator , Sub-domain and API Token you obtained in the Getting Started section of this User Guide and click Done. When mapping the Attributes for your provisioning channel, you will need to provide a source of data or provide a default value for the role attribute. This attribute only accepts specific values, which are explained in the Attribute Index section of this User Guide. Complete Setup of SAML SSO to Zendesk The following section describes the steps for configuring SP and IdP-initiated SSO to Zendesk. Note: This section requires two pieces of information that can be found within PingFederate. The first is the SAML 2.0 Entity ID, which can be found under on the Server Settings page and the second is the exported certificate used to sign the SAML assertion (configured in step 19 of Configure a Connection). PingFederate Zendesk Connector 9 User Guide

10 1. Navigate to and sign in with your Admin credentials. 2. Navigate to Security under the Settings section to view single sign-on (SSO) configuration options. 3. If configuring SSO for Admins & Agents, select the Admins & Agents tab to view the Single sign-on (SSO) options. 4. If configuring SSO for End-users, select the End-users tab to view the Single sign-on (SSO) options. 5. Select Single sign-on (SSO) and select SAML to configure the options. a. Enter the PingFederate SAML endpoint into the SAML SSO URL field. b. Copy and paste the SHA1 fingerprint of the signing certificate into the Certificate fingerprint field. PingFederate Zendesk Connector 10 User Guide

11 6. Click Save to complete Zendesk SSO Setup. Provisioning Groups to Zendesk The Connector enables an organization to provision and manage groups to Zendesk. Important: The connector is not able to manage groups, or add users to groups that it has not created. Creating Groups To create a group, target a group in LDAP to be provisioned. The Zendesk Connector will create the group in Zendesk with the name of the group from LDAP. PingFederate Zendesk Connector 11 User Guide

12 Groups serve as a core element of the Zendesk ticket workflow as tickets created in Zendesk can be assigned to groups. To provision existing Group accounts on Zendesk Important: The connector is not able to synchronize with existing groups in Zendesk due to Zendesk allowing for duplicate named groups. If your Zendesk has groups that you want the connector to manage, you will need to do the following: 1. Use the connector to provision new duplicate groups. 2. Use the connector to provision users to the new groups (see mapping users to groups). 3. The administrator will be required to manually re-assign any existing tickets to the new groups and users within the Zendesk Admin portal. Updating Groups Renaming the group in LDAP will update the group name in Zendesk on the next provisioning cycle. Deleting Groups The Zendesk Connector supports the ability to delete groups from Zendesk. Deleting a group in LDAP will hard-delete the group in Zendesk on the next provisioning cycle. Mapping Users to Groups The Zendesk Connector supports the ability to manage user s group memberships. A user can be a member of one or more groups. Important: The connector is not able to manage groups, or add users to groups that it has not created. There are two ways to add a user to a group in LDAP: Invoke the user Properties from Active Directory Users and Computers and enter the group name in the Member Of tab. Invoke the group Properties from Active Directory Users and Computers and enter the user name in the Members tab. The user(s) will be added to the group(s) on the next provisioning cycle. Attribute Index The following table consists of the attributes that can be mapped on a User during provisioning. Attribute Description PingFederate Zendesk Connector 12 User Guide

13 external_id name alias custom_role_id The primary address of the User. A unique id you can set on a User. The name of the User An Agent s alias that is displayed visible by end-user type Users. The if of the custom role for the User. The id of a custom role can be obtained from Zendesk after creating it. Please Note: The User must be an agent on the Enterprise plan. details locale_id moderator Any details you wish to store about the User. The id of the user s locale. The id of a locale can be obtained from Zendesk. Designates whether the User has forum moderation capabilities. Acceptable options include: true or false. notes only_private_comments A general note field for the User. Designates whether the User can only create private comments. Acceptable options include: true or false. organization_id The id of the organization this user is associated with. The id of an organization can be obtained from Zendesk after creating it. Example: An organization called Employee may have an id that looks like phone role The primary phone number of a User. The role of the User in Zendesk. Acceptable options include: end-user, agent and admin. signature The User s signature. Please Note: Only available for agents and admins. tags ticket_restriction A multi value attribute representing all the user s tags. Tags will only be present if your account has user tagging enabled. Specifies which tickets the User has access to. Possible values are: organization, groups, assigned, requested, null time_zone The User s time zone. PingFederate Zendesk Connector 13 User Guide

14 verified Designates if the User s identity has been verified. Acceptable options include: true or false. PingFederate Zendesk Connector 14 User Guide

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