zendesk-adapter

Zendesk adapter

Zendesk read-only adapter for salto.io

Salto helps you keep track of the main configuration entities for Zendesk Support in areas such as ticket management and customization (fields, forms, dynamic content, schedules, routing, …), business rules (views, triggers, macros, automations, SLA policies), account configuration (account settings, groups and agent roles, brands, locales, etc) and more.

We do this using the Zendesk REST API.

Configuring your Zendesk account for Salto OAuth Authentication

Salto supports authenticating with Zendesk using either a combination of user-name and password, or using OAuth authentication. In order to use OAuth authentication, please follow the steps below.

• Create a new "OAuth Client" in your Zendesk account (see details)
  • Under "Redirect URL", write http://localhost:PORT, where PORT is a port you can allow salto to open momentarily on your computer (it will not be open to external connections). Except for PORT, do not change any character in the URL.
• You can now connect your Zendesk account using OAuth credentials, by adding the flag -a oauth or --auth-type oauth to the commands salto account add zendesk or salto account login zendesk
• You will be asked to provide the following parameters:
  • Client ID of the OAuth Client
  • The generated Client Secret
  • The Port you provided in the redirect URL
  • Your Zendesk account subdomain.

Known limitations

• Sunshine APIs (including custom objects) are not yet supported. Please reach out if interested.
• Many resources do not have strong uniqueness requirements in Zendesk, so we made some assumptions in order to effectively compare environments. If your account has resources with identical names or titles (e.g. two views with the same title), these elements may receive the same ID and be omitted from the workspace as a result.
  • If you have such name overlaps and would still like to manage these elements with Salto, it is possible to adjust the configuration in order to support that. Please reach out if interested.

E2E tests

E2E tests need real Zendesk credentials to run.

Using a specific set of credentials

Add the following environment variables to bash_profile:

export ZENDESK_USERNAME='XXXX'
export ZENDESK_PASSWORD='XXXX'
export ZENDESK_SUBDOMAIN='XXXX'

Using the shared credentials pool

The credentials pool can be used to run the E2E tests concurrently on multiple Zendesk accounts.

The pool is used if the ZENDESK_ environment variables are not defined. You can also force its use by defining the environment variable USE_CRED_POOL=1.

AWS credentials for the pool

The pool uses Amazon DynamoDB, and needs read/write/list permissions for the e2e_permissions table.

Make sure your AWS credentials are set, e.g, as environment variables:

export AWS_ACCESS_KEY_ID='XXXX'
export AWS_SECRET_ACCESS_KEY='XXXX'

Managing the pool using CLI

To add your credentials to the pool, use the cred-store CLI located at the e2e_test directory of the project:

./e2e_test/cred_store register zendesk 'my-credentials-id' --username='[email protected]' --password='MYPASSWORD' --subdomain='acme'

Enter --help to see other uses for the cred-store utility - listing, removing and managing sets of credentials.