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Eric Shen

Joined Apr 14, 2021

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Last activity Feb 21, 2025

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ACTIVITY OVERVIEW

Latest activity by Eric Shen

Eric Shen commented,

Community comment Developer - Zendesk Apps Framework (ZAF)
Hi Dhilip,
 
No, there are no restrictions on changing the UI/UX of an already published app.  We will review the changes once submitted and let you know if there are any issues, but otherwise this type of change is no problem.  

View comment · Posted May 23, 2023 · Eric Shen

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Eric Shen commented,

Community comment Developer - Zendesk APIs

Also, per the instructions Tipene linked, the filenames should be as follows:

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screenshot-1.png

screenshot-2.png

View comment · Posted Feb 15, 2023 · Eric Shen

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Eric Shen commented,

CommentApps and the Zendesk Marketplace
Hi Mayank,

Thanks for reaching out.  Apps and integrations in the Marketplace are required to abide by our Privacy Policy and our API and Developer License Agreement.  You can find details there on what information can and cannot be shared.  In addition, during the app submission process, the marketplace team does review the code submitted to ensure that the app is only accessing resources that make sense for the integration and that data is not being sent off to any suspicious locations.  The marketplace team also ensures that any calls being made are being done so securely through our framework to ensure important items like api keys, passwords, tokens, etc are secured.
 
Hope this helps clarify a bit.

View comment · Posted Aug 18, 2022 · Eric Shen

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Eric Shen commented,

Community comment Feedback - Apps and integrations (Platform)
Hi Siddarth,
 
Thanks for reaching out.  One you submit an update to the Marketplace, we will review the changes.  If the change is approved, we will  push it out to production.  At that point, the next time customers refresh their screen, the app will update to the latest pushed version.  Let us know if you have any additional questions about this.
 
-Eric

View comment · Posted Apr 27, 2022 · Eric Shen

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Eric Shen created an article,

ArticleUsing apps and integrations

Available on all Suite plansAvailable on all Support plans

Here's what you can do with the Zendesk HootSuite integration.

Create Zendesk tickets from tweets

You can convert a tweet from your HootSuite stream into a ticket. This makes it easier for your social media team to manage their X (formerly Twitter) feed and escalate the question to the right team in Zendesk. Route questions and respond to tweets faster using social messaging tools.

Rather than returning to HootSuite to tweet an answer, any internal team involved can respond to the ticket within Zendesk and tweet the answer right back to the customer.

To enable ticket creation from HootSuite

  1. Log into your HootSuite Dashboard.
  2. Locate the “App Directory” icon in the left navigation bar and click on it.
  3. Search for “Zendesk” (or just look under the “Featured Apps” section).
  4. Once you locate the “Zendesk” listing, click on the “Install App” button.
  5. You will be given a confirmation prompt that the app is installed.  Now you have the option to select whether you want to add a stream to an existing tab in your Hootsuite interface or a new tab.  If you skip this step, you can always add it later.  Make your selection and click “Finish”.
  6. Navigate to an existing X (formerly Twitter) stream.
  7. Locate a tweet you wish to convert to a ticket.
  8. Locate the dropdown menu arrow in the upper right corner of the tweet and click to expand the options.
  9. Locate the “Create ticket” button and click it.
  10. The first time you click this button, you will be prompted with a page to fill out options.  Enter the following items:
    1. Zendesk Username
    2. Zendesk Password
    3. Zendesk Subdomain
    4. Create Zendesk tickets as “Twickets” (check this to enable “twicket” creation)
  11. Click “Save this authentication” and you're done.

Zendesk stream in HootSuite

The Zendesk for HootSuite plugin will stream Zendesk tickets in HootSuite to help you stay engaged with your tickets. Filter, search, reply to, or modify tickets from the Zendesk stream in HootSuite. If you need to go into Zendesk to get more information on the ticket, you can link directly back to your ticket from the Zendesk stream in HootSuite.

To enable the Zendesk stream in Hootsuite

  1. If you've already added the HootSuite plugin, navigate to the tab you selected in the last step of installing the plugin. Otherwise, repeat steps 1-5 from "How to enable ticket creation from HootSuite".
  2. Click the “Connect to Zendesk” button in your new Zendesk stream, then fill out the following information:
    • Zendesk account subdomain (in format subdomain.zendesk.com)
    • Zendesk Username
    • Zendesk Password (or API key)
  3. Once the details above are filled out, click “Login” to save those details and see a stream of your Zendesk tickets. 

Edited Jan 17, 2025 · Eric Shen

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Eric Shen created an article,

ArticleManaging your account

Available on all Suite plansAvailable on all Support plans

Quick Look: Admin Center > Account > Security > Single sign-on

Okta supports single sign-on for Zendesk using SAML (Secure Assertion Markup Language). For many of the settings used to configure single sign-on in Okta, you'll find much more detailed information in the Okta user interface. For more about Single sign-on using SAML support in Zendesk, see Enabling SAML single sign-on.

Note: You can also set up enterprise single sign-on with JWT. See Enabling JWT (JSON Web Token) single sign-on.

Configuring SAML must be done in both in your Okta account and in Zendesk. You start in Okta first and get the SAML information you'll need to complete the configuration in Zendesk.

Configuring SAML in Okta

Sign in to Okta as an administrator and then follow the steps below.

To configure SAML for Zendesk in Okta

  1. In Okta, from the drop-down list in the upper-right corner, make sure you are using the Classic UI interface (not the Developer Console).
  2. Select Add Applications from the dashboard.
  3. Click Add Application, then search for and choose Zendesk. The Add Zendesk wizard appears.
  4. On the first screen, General Settings, add a name for the application and your Zendesk subdomain. For example, if your Zendesk URL is mycompany.zendesk.com, enter mycompany). Click Next.
  5. On the second screen, Sign-On Options, select SAML 2.0. This is where you'll find the SAML SSO URL, the Remote logout URL, and the Certificate fingerprint. You need this information to complete the SAML setup in Zendesk.
  6. Click the SAML 2.0 setup instructions for Zendesk link.

    A page appears with instructions on how to configure SAML in Zendesk. See Configuring SAML in Zendesk below for the latest information.

  7. Copy the SAML SSO URL, the Remote logout URL, and the Certificate fingerprint.

    You need this information to configure SAML in Zendesk. When you've finished copying, close this window and return to your Okta dashboard.

  8. (Optional) If you enable User Management, you'll be able to import users from Zendesk into your Okta account, provision new Zendesk accounts from Okta, and push Okta user profile updates and passwords to Zendesk.

    You'll find information about these Okta features in your Okta account and documentation.

  9. (Optional) People allows you to select who in your Okta account has access to Zendesk. This step is not covered in this article. You'll find information about these Okta features in your Okta account and documentation.
  10. When you've completed each step, click Next to complete and close the Zendesk configuration in Okta.

Configuring SAML in Zendesk

When your Zendesk for Okta setup is complete and the information you need for setting up SAML in Zendesk is available, sign in to your Zendesk account as an admin and enable SAML single sign-on. You'll need the SAML SSO URL, the Remote logout URL, and the Certificate fingerprint from Okta to complete your set up.

Note: When you enable single sign-on via SAML or JWT, be aware that passwords do not expire even if your Zendesk password policy is set to high because passwords are not stored in Zendesk. Additionally, if agents manually add a Zendesk password to their account, these passwords will not expire.

Assign users to SAML single sign-on with Okta

After configuring SAML single sign-on with Okta, assign this SSO option to end users, staff members (agents and administrators), or both. For more information, see Assigning SAML SSO to users.

Switching authentication methods

Important: If you use a third-party SSO method to create and authenticate users in Zendesk, then switch to Zendesk authentication, these users will not have a password available for login. To gain access, ask these users to reset their passwords from the Zendesk sign in page.

Edited Jun 21, 2024 · Eric Shen

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Eric Shen created an article,

ArticleUsing apps and integrations

Available on all Suite plansAvailable on all Support plans

The Agent Notification app enables specific Zendesk users to broadcast messages to some or all of your Zendesk agents. An administrator can specify what groups can broadcast messages from within the app. 

Quickly let your team know about an outage or invite them out to lunch. Use the Agent Notification app to keep the company apprised of critical information in real-time.

This article includes the following topics:

Installing the app

  1. Visit the Zendesk Marketplace at Admin Center > Apps and integrations > Zendesk Support apps > Marketplace and search for Notification App.
  2. Click Install.
  3. In the Installation section, you can enter a name for the Agent Notifications app, and enable group and role restrictions if needed.
  4. Click Install.

Using the App

To send a notification message

  1. Open the Agent Notification app by clicking on the bell icon notification_app_icon.png in the top bar.
  2. Click New message.
  3. Write the message you want to broadcast.
  4. Select the group you want to message (leaving this value blank will send a message to all logged-in agents).
  5. Click Broadcast.

The app pops open and displays messages to all signed-in agents in real-time. Message history is stored in the app until they log out of Zendesk or the browser session is refreshed.

Zendesk administrators can select the groups permitted to broadcast messages by clicking the cogwheel icon and selecting the permitted groups.  

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Messages in the Agent Notification app support a subset of Markdown. URLs are also automatically detected and turned into links or images (but you can still use Markdown if you’d like). Markdown is supported for the following:

  • links
  • images
  • bold
  • italic
  • level 3 headings

Release Notes

Version 2.3.0 - 2022-05-09

  • Remove "pin notification" feature

Version 2.2.0 - 2021-07-30

  • Convert paid features into the Free plan

Version 2.1.0 - 2021-01-11

  • Added "Pinning" feature via the Basic Plan

 

Edited Jun 21, 2024 · Eric Shen

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