Connect Zendesk to TeamworkGraph using a direct connector

Connect Zendesk to Rovo so people can find support information and complete supported Zendesk tasks from Rovo Chat and Rovo agents.

How the direct connection works

Rovo sends live requests to your Zendesk instance when a person asks it to complete a supported task. The direct connector does not proactively crawl or index your Zendesk content into Teamwork Graph.

The connection has two authorization layers:

• An administrator configures the connector using an OAuth client created in Zendesk.

• Each person authorizes their own Zendesk account when they first use the connector.

Zendesk remains the source of truth for access. Rovo can only return or change information that the signed-in person is permitted to access in Zendesk.

はじめる前に

Before you set up the connection, make sure you have:

• Atlassian organization or site administrator access

• Zendesk administrator access to create an OAuth client

• the Zendesk subdomain for the instance you want to connect

• approval from your security or data governance team for the intended read and write actions

• a test user whose Zendesk role and permissions represent the people who will use the connector

Use a dedicated OAuth client for Rovo. This makes credential rotation, auditing, and revocation easier to manage.

Create an OAuth client in Zendesk

1. In Zendesk Admin Center, open OAuth clients under the API settings in Apps and integrations.

2. Create a new OAuth client with a recognizable name, such as Atlassian Rovo.

3. Select Confidential as the client type so its secret can be held securely by the server-side connection.

4. Add this production redirect URL exactly as shown: https://id.atlassian.com/outboundAuth/finish.

5. Save the OAuth client.

6. Copy the client identifier and client secret to an approved secret-management system. Zendesk displays the complete secret only once. Do not place it in tickets, chat messages, or shared documents.

Add the direct connector in Atlassian Administration

1. admin.atlassian.com に移動します。複数の組織がある場合は、対象の組織を選択します。

2. Open Apps, then Connectors.

3. Select Add connector, then choose Zendesk.

4. Select Direct as the connection type.

5. Enter a clear connection name, the Zendesk subdomain, the OAuth client identifier, and the OAuth client secret.

6. Review the notice about third-party access, then save or validate the connection.

7. When prompted, sign in to Zendesk and authorize the connection with the test user.

8. Use the production callback exactly as shown: https://id.atlassian.com/outboundAuth/finish.

Test the connection

Test a read operation before testing a write operation.

Suggested read tests:

• “Using Zendesk, show my open high-priority tickets.”

• “Find Zendesk Help Center articles about account recovery.”

• “Show Zendesk tickets that are at risk of missing an SLA.”

Confirm that:

• the result comes from the intended Zendesk subdomain

• the test user sees only tickets, users, organizations, and Help Center content they can access directly in Zendesk

• ticket and article links point to the expected instance

If you enable write actions, use a non-critical test ticket first, for example:

• “Create a low-priority Zendesk ticket titled ‘Rovo connector validation’.”

• “Add an internal note to Zendesk ticket 12345 saying ‘Connector validation completed’.”

Review the proposed change carefully and approve the confirmation only when the ticket and content are correct. For comments, confirm whether the response will be public or internal before approving it.

What people can do

Available tools depend on the actions approved by the Atlassian administrator, and each person’s Zendesk permissions.

Typical read tasks include:

• Find and review tickets, comments, audits, fields, forms, and views.

• Search Help Center articles and sections.

• Inspect organizations, users, groups, brands, macros, satisfaction ratings, and SLA policies.

Typical write tasks include:

• Create, update, merge, or bulk-update tickets.

• Add a public reply or internal note to a ticket.

• Create or update Help Center articles and users when those tools are approved.

Include “using Zendesk” in a prompt if Rovo could reasonably use more than one connected app.

権限とセキュリティ

Note the following points:

• Each person must sign in with their own Zendesk account. Don’t use a shared user account.

• Zendesk roles, group membership, ticket permissions, and Help Center permissions continue to apply.

• An administrator should expose only the tools needed for approved use cases.

• Write actions require user review and confirmation. People remain responsible for checking the target ticket, visibility of comments, and proposed change.

• Keep the OAuth client secret confidential and rotate it according to your organization’s policy. Rotating the credential may require people to authorize again.

• Review Zendesk audit data and Atlassian administration records according to your organization’s audit policy.

Disconnect or revoke access

To stop the connection:

1. Remove or disable the Zendesk connector in Atlassian Administration.

2. In Zendesk, revoke the relevant user authorizations if required.

3. Disable or delete the Zendesk OAuth client if the organization no longer uses it.

Removing the connector clears the Atlassian-side connection and associated user authorizations. Revoking or deleting the OAuth client in Zendesk prevents it from being used again.

Troubleshoot the connection

The OAuth callback or redirect fails

Confirm that the Zendesk OAuth client uses this exact redirect URL:

https://id.atlassian.com/outboundAuth/finish

Also confirm that the client identifier and secret match the OAuth client you created.

The subdomain is rejected

Use the subdomain for the intended Zendesk instance. If the form asks for a subdomain, do not enter an unrelated Help Center custom domain.

A person is asked to sign in

This is expected the first time each person uses the connector. It can also occur after an administrator rotates OAuth credentials or revokes authorization.

Rovo returns no tickets or a permission error

Ask the person to open the same ticket directly in Zendesk. If they cannot access it there, update the Zendesk role, group membership, or ticket permissions rather than broadening the connector credentials.

A write action fails

Confirm that the person can make the same change directly in Zendesk. Ticket state, required fields, role restrictions, or Help Center permissions can prevent a validly authenticated write.

Rovo chooses another app

Name Zendesk explicitly in the prompt and include a ticket number, view, organization, or other identifying context.

お困りですか?

Contact Atlassian Support through your standard support channel. Include the connector name, Atlassian site, Zendesk subdomain, approximate time, action attempted, and the visible error message. State whether the problem affects a read or a write.

Never include an OAuth client secret, access token, or sensitive ticket content in a support request.

関連情報

• Connect Rovo to external products