Overview
Glean requires authentication to the customer’s Zendesk instance in order to fetch relevant Objects that will be indexed and searchable in Glean (e.g., Cases, Knowledge Articles).
Authentication is done with an API token that can be created in the Zendesk admin UI.
Glean understands which Objects a user has access to and will strictly enforce permissions for users, down to the record level at the time of the query which will ensure that user’s are not able to see results that they do not have access to in Zendesk.
It’s important to note that all data is stored in the customer’s cloud account and no data leaves the customer environment.
Integration Features
Glean will initially capture the following Objects:
Knowledgebase articles (including comments)
Tickets (including comments)
The indexing of tickets and knowledgebase articles are individually toggleable. Please reach out to your Glean rep if this is desired.
API Usage
In order to gain access to the relevant objects in the Zendesk instance, Glean uses the Zendesk API to retrieve data records. Glean uses the REST API to fetch all created and updated objects.
Setup
Installation Process
User requirements:
The user must be an admin in the Zendesk instance being authenticated.
Please use a Service Account to create the token to ensure that Glean does not lose if the employee who performed the authentication leaves the company.
The user will require access to all of the Objects that the customer would like to have indexed.
The Zendesk connector is installed via an admin console setup flow within the Glean app. Three pieces of information are required: the customer’s Zendesk URL domain, the Zendesk admin’s email address, and a Zendesk API token. The API token can be generated with the following steps:
Sign in to Zendesk, copy your url from your URL bar, and enter it into Glean. It should look like https://YourZendeskDomain.zendesk.com.
Go to Admin (gear icon) > Go to Admin Center > Apps and integrations > Zendesk API.
Enable Token Access.
Add a new token by clicking the Add API token button. Set the description to Glean Access Token
Copy your API token and enter it into Glean.
Enter the primary email of your Zendesk user into Glean.
Ensure you have checked all the boxes that you want Glean to crawl. If
Crawl ticketsis checked, Glean will programmatically create webhooks and triggers to synchronize ticket data quicker. If you want to opt out of creating webhooks, please contact Glean Support before starting crawls.Click Save in Glean. You’re all set!
