How to integrate Zendesk with Endpoint Central MSP?

Zendesk - Endpoint Central MSP integration will help you amp up the efficiency of Zendesk beyond just handling tickets by performing endpoint management activities right from your Zendesk console.

Steps to integrate

To integrate using Endpoint Central MSP's app, follow the steps given below:

  1. Steps to follow if you are an existing Endpoint Central MSP user
  2. Steps to follow if you are new to Endpoint Central MSP

If you are an existing Endpoint Central MSP user, follow the steps given below to integrate Zendesk with Endpoint Central MSP's app:

  1. Install Endpoint Central MSP app directly from Zendesk Apps Directory.
  2. Configure the app by clicking on Endpoint Central MSP from the left pane of Zendesk console.
  3. Specify either the server URL of Endpoint Central MSP or the IP address or FQDN name.
  4. Furnish Endpoint Central MSP administrator credentials to secure the integration.

You have successfully configured Endpoint Central MSP app.

If you are new to Endpoint Central MSP, follow the steps given below to integrate Zendesk with the Endpoint Central MSP's app:

  1. Download and install Endpoint Central MSP. It is highly recommended to use the latest build.
  2. Install the agents on the computers you wish to manage using Endpoint Central MSP.
  3. Install Endpoint Central MSP app directly from Zendesk Apps Directory.
  4. Configure the app by clicking on Endpoint Central MSP from the left pane of Zendesk console.
  5. Specify either the server URL of Endpoint Central MSP or the IP address or FQDN name.
  6. Furnish Endpoint Central MSP administrator credentials to secure the integration.

You have now successfully integrated Endpoint Central MSP with Zendesk.

Note: Ensure establishment of a secure communication between Zendesk and Endpoint Central MSP by:
  1. Specifying the HTTPS URL of Endpoint Central MSP server
  2. Checking that the host name of Endpoint Central MSP server holds a SSL certificate signed by a valid Certificate Authority (CA).

Organization-Customer Association

What are Organizations and Customers?

Endpoint Central MSP customers are client organizations whose endpoints need to be managed by the service provider. Organizations are a group of Zendesk users for ticket handling workflow. Customers in Endpoint Central MSP are what Organizations in Zendesk are.

Organization name and Customer name should be the same. Why?

It is mandatory for the organization name and customer name to match in order to access computers managed by Endpoint Central MSP from Zendesk console.

What will happen if the names do not match?

If the names do not match, Endpoint Central MSP managed customers cannot be accessed from Zendesk console for resolving tickets. For every Zendesk Organization, corresponding Customer in Endpoint Central MSP needs to be created/associated.

What happens to the names that are a match already?

For every Organization name that matches with a Customer name, the organization will be associated with the customer automatically.

What happens to the names that do not match?

Customers can be created or existing customers can be associated with the Zendesk Organization.

User Association

Zendesk users need to be associated with Endpoint Central MSP users. Only Zendesk administrator can perform user association. The main objective of user association is to perform desktop management activities from Zendesk console within the scope of the associated Endpoint Central MSP user.

Gallery

 

Configure UEM Central MSP App

 

Configure UEM Central MSP Server

 

Furnish admin credentials

 

Customer-Organization Mapping

 

Creation of a single customer

 

Creation of all customers

 

User mapping

 

 

Resources to aid the integration: