Zendesk

The integration described in this guide uses webhooks to allow EPM to automatically send JIT Application notifications using Zendesk.

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Third-party documentation is subject to change. Updates might not be reflected in BeyondTrust documentation. For the most up-to-date information, visit Zendesk's Creating webhooks to interact with third-party systems documentation.

Requirements

• Admin access to Zendesk for service solution
• A Zendesk user account is assigned to a team member with the Agent Support role
• API Token access in the Zendesk API
• Access to a site with EPM
• An EPM account with administrator privileges

Configure Zendesk for integration

Create a team member with an Agent Support role

Log in to the Zendesk admin portal, and follow these steps to create a team member:

1. In the left menu, click People.
2. Under Team, click Team Members.
3. Click Create team member.
4. Enter a username. This name is used for creating the webhook in BeyondTrust EPM.
5. Assign the Agent role to this user.

Add an API token

1. In the left menu, click Apps and Integrations.
2. Under APIs, click Zendesk API.
3. Click the Settings tab, if necessary, and enable Token access, if necessary.
4. Click Add API token.
5. Enter API token description as EPM, and copy the API token. This token is used for creating the webhook in BeyondTrust EPM.
6. Click Save.

Create a webhook integration for Zendesk

1. Go to EPM > Configuration.
   The Settings page displays the available system settings.
2. Click Webhook Settings.
   The Webhook Settings page displays.
3. Click Create Webhook.
   The Create Webhook page displays.
4. To create the webhook, use the following:
   • Webhook URL: Enter Zendesk URL. (ie http://youraccount.zendesk.com/api/v2/tickets)
   • Event: JIT Application Access Ticket Created
   • Content Type: application/json
   • Authentication Type: BASIC
   • Authentication Username: The agent username created in Zendesk with /token added immediately after it. For example, <username>.email.com/token
   • Authentication Password: The API access token created in Zendesk for EPM.
   • Template: Use the following test webhook JSON template to test the connection and send a webhook to Zendesk.
     • Change the id to the custom text field you added in the Zendesk ticket.
     • After a successful test with the static test data, the template can be configured. Create or change the fields and add variables as per your requirements.

{  
	"ticket":{  
		"subject": "JIT Application Access Ticket Created",  
		"comment":{  
			"body":"A request to execute %%FilePathObjectId%% by %%User%% has been received. You can view the application at <https://example.pm.beyondtrustcloud.com/jit-access-management/jit-access/details/%%RequestId%%">  
		},  
		"priority":"urgent",  
		"type":"incident"  
	}  
}

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The from email address must be in the list of verified senders in Zendesk.

For more information, see Zendesk Documentation.