In addition to the user authentication provided by Zendesk, you can also use single sign-on to authenticate your users outside of Zendesk. There are three types of SSO: social account, business account, and enterprise.
This article contains the following sections:
Essential facts for SSO
Below are some essential facts for you about the available single sign-on options. These are explained in greater detail throughout the rest of this article.
- Admins and agents can sign in with either their Google, Microsoft, or Zendesk accounts, or can sign in directly by going to their Zendesk URL and entering their username and password. End users can sign in with all social and business accounts, in addition to their Zendesk accounts.
- If your Zendesk account is closed or restricted and a user tries to sign in with a different email than the one registered in Zendesk Support, their request will be rejected.
- You can define up to two active JWT and two active SAML authentication configurations.
- If you have more than one SSO configuration assigned to end users or team members, you must specify one as the primary authentication method for those users.
- No matter what authentication method you choose, Zendesk stores all users in the same database.
- If you're using a third party identity provider to authenticate, you must configure the Zendesk app with the identity provider.
- It is not possible to apply different SSO options to individual brands, unless you use a custom script for JWT.
- If you place a wildcard (*) in the blocklist, users will no longer be able to authenticate or create an account with SSO. For more information, see Using the allowlist and blocklist to control access to your Zendesk.
Social and business account single sign-on
Social and business account single sign-on are additional sign-in options you can provide for your users' convenience. You can make these logins available on your Help Center sign-in page, so users can either authenticate with their Zendesk Support account or a social or business account. Team members can only use business accounts to authenticate, but end users can authenticate with both.
Social accounts include Facebook and Twitter. Business accounts include Google and Microsoft.
- Google: The Google sign-in supports both Gmail and Google Apps. The Federated Login Service is disabled by default for Google Apps Business and Education accounts. The domain admin can enable it from the Control Panel at http://www.google.com/a/cpanel/yourdomain/SetupIdp, where yourdomain is replaced with your domain. Business account authentication supports two-factor authentication enabled by the user or for the Google Apps domain (Google Authenticator).
- Microsoft: Microsoft sign-in is not supported in the iPad version of Zendesk Support for Mobile app.
For instructions on adding social and business account single sign-on to your login page, see Enabling social and business account single sign-on.
Enterprise single sign-on
Enterprise single sign-on is different than social media and business account single sign-on. Instead of being optional and in addition to the Zendesk account sign-in, enterprise single sign-on replaces all other sign-in options. The word "enterprise" in this context doesn't refer to Zendesk Enterprise plans.
About enterprise single sign-on
When you enable enterprise single sign-on, you're bypassing Zendesk and authenticating your users externally. When users navigate to your Zendesk sign-in page or click a link to access your Zendesk account, they can authenticate by signing into a corporate server or a third party identity provider, such as OneLogin or Okta. Enabling enterprise single sign-on also affects the iOS and Android versions of the Zendesk mobile app.
- Users navigate to a Zendesk page or subdomain.
- If not already authenticated, users are redirected to your corporate server or third party identity provider login page, depending on the enterprise SSO option you selected.
- Users enter their sign-in credentials.
- If valid, users are redirected back to the original Zendesk page.
Both your end users and your team members can sign in to your Zendesk using enterprise single sign-on. You can configure enterprise SSO only for end users, team members, or for a mix of both.
The advantage to using enterprise single sign-on is that you have complete control over your users, behind your firewall. You authenticate your users once, against your own user authentication system, and then grant them access to many other resources both inside and outside of your firewall. This also means that your user management is performed outside of your Zendesk, but your corporate user authentication system is still synced with Zendesk. When you add a user account for a new employee, they will have immediate access to your Zendesk, or if you delete a user account that employee will no longer have access to your Zendesk.
By default, the only data that Zendesk stores for each user is their name and email address, but it's possible to sync more user data to Zendesk, like the user's organization.
You have the option of keeping Zendesk authentication with your enterprise SSO authentication. However, whenever SSO is active, users must log in with their SSO authentication. If you decide to disable Zendesk authentication, all Zendesk user passwords will be permanently deleted within 24 hours.
If your SSO service is temporarily unavailable, you can still access your Zendesk account. See Accessing your Zendesk account when your SSO service is down.
Enterprise single sign-on options
- JSON Web Token (JWT): Credentials and user information is sent in JSON format encrypted using a Zendesk Shared Secret. For information on configuring JWT single sign-on, see Enabling JWT single sign-on.
- Secure Assertion Markup Language (SAML): SAML is supported by many identity provider services, such as Okta, OneLogin, Active Directory, and LDAP. For information on configuring SAML single sign-on, see Enabling SAML single sign-on.
You can use the same option for all users or different options for different collections of users. This is ideal if you have separate sets of users, existing in different locations that you do not want to merge. If you use more than one enterprise SSO configuration, you will need to set one configuration as the primary authentication method. When signing in to Zendesk, users will be redirected to your primary method login page. Users can sign in with alternative methods by going to the secondary method login page. For more information, see Using different SAML and JWT SSO (single sign-on) configurations.