How to configure a connection to Zendesk

To use the Zendesk support platform with B2CORE, configure a connection to Zendesk. Once configured, clients can click the HelpDesk menu in the B2CORE UI or mobile app to be redirected to the Zendesk interface via single sign-on (SSO), eliminating the need for additional authentication. In Zendesk, they can submit and manage tickets, access live chat support, and utilize AI-powered features to receive assistance.

Before configuring a connection in the Back Office, you must have signed up for Zendesk and have an active account with the configured SSO options. You can consult the official Zendesk documentation or contact their support in case you have any questions.

To configure a connection in the B2CORE Back Office:

1. Navigate to System > External connections.

2. Click +Create in the upper-right page corner.

3. On the Create connection page, fill in the following fields:

• In Name field, enter a name that you want to use for the connection.

• In the Caption field, enter a caption that will be applied to the connection in the Back Office.

• In the Provider dropdown, select Zendesk.

1. Click Save to create the connection.

2. Find the newly created connection in the list and click Edit.

3. On the Edit connection page, fill in the following fields:

Common settings

• In the Zendesk URL field, specify your Zendesk URL, such as https://yoursubdomain.zendesk.com.

  This URL is used by Zendesk to call API methods to verify JSON Web Tokens (JWTs) required for single sign-on from your mobile app.

  Ensure that this URL is also entered and saved in your Zendesk Admin Center while configuring SSO for the mobile SDK.

• In the SSO Redirect URL (brand url) field, specify the URL to which your clients will be redirected after successful authentication via single sign-on, such as https://yoursubdomain.zendesk.com/hc/en-us.

SSO Settings

• In SSO Shared Secret field, specify the secret from Zendesk, which is used to generate JWTs required for single sign-on.

  This secret is generated in the Zendesk Admin Center during SSO configuration and must be copied from there.

Mobile SDK Settings:

These settings are required only if you have a mobile app and need to enable SSO between your app and Zendesk. If you don't have the mobile app, these settings aren't necessary.

• In the App ID field, specify the app identifier from Zendesk.

• In the Client ID field, specify the client identifier from Zendesk.

• In the SDK JWT Secret field, specify the secret from Zendesk, which is used to sign JWTs sent from B2CORE to Zendesk for single sign-on.

  All these values are generated in your Zendesk Admin Center when configuring SSO for the mobile SDK and must be copied from there.

  To ensure the correctness of your settings in Zendesk, refer to Check the app setting in the Admin Center.

1. Once the necessary settings are specified, select Yes in the Enabled dropdown.

2. Click Save to apply the changes.

If you previously used SupportPal as your help desk platform, refer to How to switch from SupportPal to Zendesk to make sure that your clients submit new tickets only through Zendesk but can still view their SupportPal ticket history.