How do I add the Zendesk for Salesforce Integration in the Salesforce App Launcher?

Question

How do I add the Zendesk for Salesforce Integration in the Salesforce App Launcher?

Answer

Note: The integration will work in both Salesforce Lightning and Classic. However, this article only provides instructions for Lightning, which is the newer interface recommended by Salesforce.

For the Zendesk app to be visible on the Salesforce App Launcher, Salesforce must have a Start URL defined on the Connected App page. The user must be authorized to see it, and it must be marked as Visible in App Launcher under the App Menu setup page.

1. Define the Start URL in the Manage Connected Apps page.
   
   Use the button shown below to open the Salesforce Integration page in your Zendesk instance.
   
   
   Choose subdomain
   .zendesk.com Go to account
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2. Update the OAuth Policies of the app to either All users may self-authorize or Admin approved users are pre-authorized. If under OAuth Policies > Permitted Users, you selected All users may self-authorize, the connected app will be visible on the App Launcher and cannot be controlled by a profile or permission set.
3. To control the visibility, change the OAuth Policies > Permitted Users to Admin approved users are pre-authorized and specify which profiles and permission sets are authorized to see it. Alternatively, remove the apps Start URL, or hide it from the App Launcher on the App Menu setup page.
4. Make sure the app is set to Visible in App Launcher on the App Menu page.
   

For more information about Zendesk for Salesforce integration, see this article: Salesforce integration video guides.