Overview 

Zendesk Suite is a flexible customer support platform that provides organizations with tools such as ticket management, self-service capabilities, reporting, and automation to address various support requirements and provide effective, customized, and timely support.

Integrating Zendesk Suite with ADManager Plus automates user management for support agents, significantly reducing manual effort. This integration ensures efficient onboarding, real-time updates, access management, and offboarding. This seamless synchronization enhances workflow efficiency, minimizes errors, and ensures compliance with organizational policies.

Here are some key highlights of this integration:

• Role-based access controls: Assign and adjust permissions for users in Zendesk based on role changes in AD using ADManager Plus, ensuring secure, accurate access aligned with job responsibilities.

• Automated user account management: Fetch account details from the tickets submitted through Zendesk for new user account creation, modification, or deletion, and automatically execute them. These requests can include all necessary details such as employee name, department, role, and required access levels.

How to integrate ADManager Plus and Zendesk Suite  

ADManager Plus offers flexible endpoint configuration options to suit your organizational goals and needs. Two types of webhooks—inbound and outbound webhooks—determine how data can be synchronized between Zendesk Suite and ADManager Plus. This integration can be achieved by performing the following steps:

1. Authorization configuration

Configure the API Key to authorize API requests.

2. Inbound webhook configuration

Configure endpoints to fetch user data from Zendesk Suite.

3. Outbound webhook configuration

Configure an API to sync data from ADManager Plus to Zendesk Suite.

 Pre-requisites 

Please ensure to provide an API key with permissions to retrieve desired information and perform tasks in Zendesk Suite. Refer to Zendesk Suite's API references for more details.  

 Authorization configuration 

1. Log in to ADManager Plus and navigate to the Automation tab.

2. In the left pane, under Configuration, click Application Integrations.

3. Under Enterprise Applications, click Zendesk Suite.

4. Toggle the Enable Zendesk Suite Integration button on.

5. In the Zendesk Suite Configuration page, click Authorization.

6. Zendesk Suite uses Basic Authentication to authorize API requests. Follow the steps in the generate the API key in Zendesk Suite section, then specify the API key in the Username field and paste the key value into the Password field.

7. Click Configure.

 Inbound webhook configuration 

Inbound webhook enables you to fetch users' data from Zendesk Suite to ADManager Plus. The pre-configured API allows you to import all the users from Zendesk Suite. However, if you would like to selectively import users, you can either modify the pre-configured endpoint, configure a new endpoint as per Zendesk Suite's API references, or use Advanced Filters in automation. The attribute mapping configured in this section can be selected as the data source while setting up an automation configuration. To configure an inbound webhook for Zendesk Suite:

1. Under Inbound Webhook, click Zendesk Suite Endpoint Configuration.

2. In the Endpoint Configuration tab, an endpoint (Zendesk Suite USERS ENDPOINT) comes pre-configured with an Endpoint URL, API Method, Headers, and Parameters fields to fetch user accounts from Zendesk Suite. If you would like to use this pre-configured endpoint, replace {domain} with the domain name of your Zendesk Suite instance in the Endpoint URL field. However, if you would like to use a new endpoint to import users, you can configure one using the + Add API endpoint button and filling in the required fields as per Zendesk Suite's API references. Click here to learn how to configure a new endpoint.

    Note:

• The API key value pair is pre-configured as a header for authenticating API requests as configured during Authorization Configuration. 

• You can add macros to your endpoint URL to dynamically change it as per your requirement while fetching object-related data from the endpoint.

• Refer to Zendesk Suite's API references and configure additional headers and parameters, if required.

3. Once done, click Test & Save. A response window will display all the requested parameters that can be fetched using the API call. Click Proceed.

Note:

• Refer to Zendesk Suite's API references to know which Parameters must be configured to fetch only specific parameters.

• You can configure multiple endpoints for Zendesk Suite.

4. Click Data Source - LDAP Attribute Mapping to match endpoints and to map AD LDAP attributes with the respective attributes in Zendesk Suite.

5. Click + Add New Configuration and perform the following:

• Enter the Configuration Name and Description and select the Automation Category from the drop-down menu.

• In the Select Endpoint field, select the desired endpoint and a Primary Key that is unique to a user (e.g. employeeIdenifier).

Note: When multiple endpoints are configured, this attribute will be used to locate the identity across them and map their data.

• In the Attribute Mapping field, select the attribute from the LDAP Attribute Name drop-down menu and map it with the respective column in Zendesk Suite.

Note: Click Format Mapping Attributes if you would like to create a new attribute format for the mapped attributes.

6. Click Save.

 Outbound webhook configuration 

Outbound webhook allows you to send changes made in AD using ADManager Plus to Zendesk Suite. The webhooks configured in this section can be included in Orchestration Templates, which in turn can be used during event-driven and scheduled automations. They can also be applied directly to desired users to perform a sequence of actions on them (Management > Advanced Management > Orchestration). To configure an outbound webhook for Zendesk Suite:

1. Under Outbound Webhook, click Zendesk Suite Webhook Configuration.

2. Click + Add Webhook.

3. Enter a name and description for this webhook.

4. Decide on the action that has to be performed and refer to Zendesk Suite's API references for API details such as URL, headers, parameters, and other requirements.

5. Select from the drop-down menu the HTTP method that will enable you to perform the desired action on the endpoint.

6. Enter the endpoint URL.

7. Configure the Headers, Parameters, and Message Type in the appropriate format based on the API call that you would like to perform.

8. Click Test and Save.

9. A pop up window will then display a list of AD users and groups to test the configured API call. Select the desired AD user or group over which this API request has to be tested and click OK. This will make a real-time call to the endpoint URL, and the selected objects will be modified as per the configuration.

10. The webhook response and request details will then be displayed. Verify them for the expected API behavior and click Save.

Actions that can be automated in ADManager Plus  

Upon integration, administrators can configure automations to carry out the desired tasks. These automations can be monitored and controlled by implementing multi-level business workflows, which ensure that they are reviewed and approved before execution. The following are some sample AD actions that can be automated:

This list is not exhaustive; to get a list of all the actions that can be automated by selecting Zendesk Suite as the data source, click here.

 Steps to generate the API key in Zendesk Suite 

1. Log in to your Zendesk Dashboard.

2. Click the Window icon in the top-right corner, then click Admin Center.

3. In the Admin Center, click Apps and integrations in the left pane.

4. Then, select Zendesk API.

5. Toggle the switch on to enable Token access. Click Add API token and you will receive the API token. Click Copy and then Save to copy and save the token.