Zendesk cloud app

Using the SAML 2.0 standard, you can configure single sign-on (SSO) for a number of cloud apps. After you set up SSO, your users can use their Google Workspace credentials to sign in to an app using SSO.

1. Sign in with a super administrator account to the Google Admin console.

   If you aren’t using a super administrator account, you can’t complete these steps.

2. Go to Menu  Apps > Web and mobile apps .
3. Click Add app Search for apps.
4. For Enter app name, enter Zendesk.
5. In the search results, point to  Zendeskand click Select.
6. In the Google Identity Provider detailswindow, for Option 2: Copy the SSO URL and certificate:
   1. Next to SSO URL, click Copy  and save the URL. 
   2. Next to Certificate, click Copy  and save the SHA-256 fingerprint.
      You need these details to complete the setup in Zendesk.
7. Click Continue.
8. On the Service provider detailspage, for  ACS URL,  Entity ID, and Start URL, replace  {your-account-name}with your Zendesk subdomain.
9. Click Continue.
10. In the Attribute mappingwindow, click  Select field and map the following Google directory attribute to the corresponding Zendesk attribute. The Email attribute is required. 
    

    Google directory attribute	Zendesk attribute
    Basic Information > Primary Email	Email

11. (Optional) To add additional mappings, click Add Mappingand select the fields that you need to map.
12. (Optional) To enter group names that are relevant for this app:

    1. For Group membership (optional), click Search for a group, enter one or more letters of the group name, and select the group name.
    2. Add additional groups as needed (maximum of 75 groups).
    3. For App attribute, enter the corresponding groups attribute name of the service provider.

    Regardless of how many group names you enter, the SAML response includes only groups that a user is a member of (directly or indirectly). For more information, go to  About group membership mapping .

13. Click  Finish.

1. Open an Incognito browser window, go to the Zendesk sign-in page , and sign in with your Zendesk administrator account. 
2. For Zendesk Support, click  Admin Channels API.
3. On the Settingstab, turn on password access.
4. Click  Admin Settings Security.
5. On the Globaltab, select Manage security settings in Admin Center.
6. On the Single sign-on tab, click  SAML.
7. Click  SAML SSO URL and paste the SSO URL that you copied in Step 1.
8. (Optional) Click  Logout URLand enter a URL.
9. Click  SHA-256 fingerprint and paste the fingerprint that you copied in Step 1.

1. Sign in with a super administrator account to the Google Admin console.

   If you aren’t using a super administrator account, you can’t complete these steps.

2. Go to Menu  Apps > Web and mobile apps .
3. Click Zendesk.
4. Click  User access.

5. To turn a service on or off for everyone in your organization, click  On for everyoneor  Off for everyone, and then click  Save.

6. (Optional) To turn a service on or off for an organizational unit:

   1. At the left, select the organizational unit.
   2. To change the Service status, select  Onor  Off.
   3. Choose one:
      • If the Service status is set to  Inherited and you want to keep the updated setting, even if the parent setting changes, click Override.
      • If the Service status is set to  Overridden, either click Inheritto revert to the same setting as its parent, or click  Saveto keep the new setting, even if the parent setting changes.
        Learn more about organizational structure .
7. (Optional) To turn on a service for a set of users across or within organizational units, select an access group. For details, go to Use groups to customize service access .
8. Ensure that your Zendesk user account email domains match the primary domain of your organization’s managed Google Account.

Zendesk supports both identity provider-initiated and service provider-initiated SSO.

Verify identity provider-initiated SSO

1. Sign in with a super administrator account to the Google Admin console.

   If you aren’t using a super administrator account, you can’t complete these steps.

2. Go to Menu  Apps > Web and mobile apps .
3. Click Zendesk.
4. In the Zendesk section, click Test SAML login.

   The app should open in a separate tab. If it doesn’t, troubleshoot the error message and try again. For details on troubleshooting, go to SAML app error messages .

Verify service provider-initiated SSO

1. Close all browser windows.
2. Go to the Zendesk sign-in page , and sign in with your Zendesk administrator account.

   You should be redirected to the Google sign-in page.

3. Enter your Google Workspace email address and password.

After your credentials are authenticated, the app should open.

As a super administrator, you can automatically provision users in the Zendesk app. For details, go to Configure Zendesk user provisioning .