Connect to Zendesk

Prerequisites

To connect EmpowerID to Zendesk, you need a Zendesk account. You also need the following from Zendesk to create your Account Store.

• Username - user name of the administrator

• Password - password of the administrator

These values are needed to authenticate EmpowerID to Zendesk and to authorize the system to perform actions in Zendesk on your behalf.

 

Step 1 – Create a Zendesk account store in EmpowerID

1. On the navbar, expand Admin > Applications and Directories and select Account Stores and Systems.

2. On the Account Stores page, select the Actions tab and then click Create Account Store.
   
   

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3. Under System Types, search for Zendesk.

4. Click the Zendesk record to select the type and then click Submit.
   
   

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5. On the Zendesk Settings page that appears, fill in the following information:

   • Name — Enter a name for your account store.

   • User Name — Enter the username for your Zendesk Administrator.

   • Password — Enter the password for your Zendesk Administrator.

   • Subdomain — Enter your Zendesk domain.

6. When finished, click Submit to create the account store.

EmpowerID creates the account store and the associated resource system. The next step is to configure the attribute flow between the account store and EmpowerID.

Step 2 – Configure attribute flow

Now that the attribute flow has been set, the next steps include configuring the account store and enabling EmpowerID to inventory it.

Step 3 – Configure account store settings

1. On the Account Store and Resource System page, click the Account Store tab and then click the pencil icon to put the account store in edit mode.

   
   This opens the edit page for the account store. This page allows you to specify the account proxy used to connect EmpowerID to your ServiceNow system as well as how you want EmpowerID to handle the user information it discovers in ServiceNow during inventory. Settings that can be edited are described in the table below the image.

    

   
   

2. Edit the account store as needed and then click Save to save your changes.

Next, enable the Account Inbox permanent workflow to allow the Account Inbox to provision or join the user accounts in ServiceNow to EmpowerID Persons as demonstrated below.

EmpowerID recommends using the Account Inbox for provisioning and joining.

Step 4 – Enable the Account Inbox Permanent Workflow

Step 5 – Monitor Inventory