Zendesk

Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites, and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, and today employs more than 6,000 people across the world.

You can use AWS AppFabric for security to receive audit logs and user data from Zendesk, normalize the data into Open Cybersecurity Schema Framework (OCSF) format, and output the data to an Amazon Simple Storage Service (Amazon S3) bucket or an Amazon Data Firehose stream.

AppFabric support for Zendesk

AppFabric supports receiving user information and audit logs from Zendesk.

Prerequisites

To use AppFabric to transfer audit logs from Zendesk to supported destinations, you must meet these requirements:

• You must have a Zendesk Suite Enterprise or Enterprise Plus account or a Zendesk Support Enterprise account. For more information about creating or upgrading to a Zendesk Enterprise account, see Checking your plan type Zendesk on the Zendesk website.

• You must have a user with the Administrator role in your Zendesk account. For more information about roles, see Understanding Zendesk Support user roles on the Zendesk website.

Rate limit considerations

Zendesk imposes rate limits on the Zendesk API. For more information about the Zendesk API rate limits, see Rate limits in the Zendesk Developers Guide on the Zendesk website. If the combination of AppFabric and your existing Zendesk API applications exceed the limit, audit logs appearing in AppFabric might be delayed.

Data delay considerations

You might see up to a 30-minute delay for an audit event to be delivered to your destination. This is due to delay in audit events made available by the application as well as due to precautions taken to reduce data loss. However, this might be customizable at an account-level. For assistance, contact AWS Support.

Connecting AppFabric to your Zendesk account

After you create your app bundle within the AppFabric service, you must authorize AppFabric with Zendesk. To find the information required to authorize Zendesk with AppFabric, use the following steps.

Create an OAuth application

AppFabric integrates with Zendesk using OAuth. In Zendesk, you must create an OAuth application with the following settings:

1. Follow the instructions in the Registering your application with Zendesk section of the Using OAuth authentication with your application article on the Zendesk Support website.

2. Use a redirect URL with the following format.

   https://<region>.console.aws.amazon.com/appfabric/oauth2

   In this URL, <region> is the code for the AWS Region in which you’ve configured your AppFabric app bundle. For example, the code for the US East (N. Virginia) Region is us-east-1. For that Region, the redirect URL is https://us-east-1.console.aws.amazon.com/appfabric/oauth2.

App authorizations

Tenant ID

AppFabric will request your Tenant ID. The Tenant ID in AppFabric is your Zendesk subdomain. For more information about finding your Zendesk subdomain, see Where can I find my Zendesk subdomain on the Zendesk Support website.

Tenant name

Enter a name that identifies this unique Zendesk organization. AppFabric uses the tenant name to label the app authorizations and any ingestions created from the app authorization.

Client ID

AppFabric will request a client ID. The client ID in AppFabric is your Zendesk API unique identifier. To find your Zendesk unique identifier, use the following steps:

1. Navigate to the Admin Center in your Zendesk account.

2. Choose Apps and integrations.

3. Choose APIs, Zendesk APIs.

4. Choose the OAuth Clients tab.

5. Choose the OAuth application that you created for AppFabric.

6. Enter the unique identifier for your OAuth client into the Client ID field in AppFabric.

Client secret

AppFabric will request a client secret. The client secret in AppFabric is your Zendesk secret token. Zendesk presents your secret token only once when you first create your Zendesk OAuth application. To generate a new secret token if you didn't save the initial secret token, use the following steps:

1. Navigate to the Admin Center in your Zendesk account.

2. Choose Apps and integrations.

3. Choose APIs, Zendesk APIs.

4. Choose the OAuth Clients tab.

5. Choose the OAuth application that you created for AppFabric.

6. Choose the Regenerate button next to the Secret token field.

7. Enter the new secret token into the Client secret field in AppFabric.

Approve authorization

After creating the app authorization in AppFabric, you will receive a pop-up window from Zendesk to approve the authorization. To approve the AppFabric authorization, choose Allow.