Connect Zendesk to Rovo

Connect to find your Zendesk support tickets in Search.

Before you begin

• All of Zendesk’s plans are supported by Rovo.

• You must be a Zendesk Admin to connect to Rovo.

• Only tickets are available to Rovo.

• Rovo will always respect permissions. Users will only ever see tickets that they already have access to.

Setting up Zendesk OAuth

1. Log into Zendesk, take note of your organization’s subdomain. For example, if your site is vitafleet.zendesk.com, you’ll need the vitafleet later.

2. Select the Admin icon ()on the left navigation.

3. There’s an information box at the top of the screen letting you know that Support settings are in the Admin Center. Follow the Go to Admin Center link.

4. From the left navigation, select Apps and Integrations > APIs > Zendesk API.

5. Select the OAuth Clients tab, then click the Add OAuth Client button at the top right of the screen.

6. From here, you fill out the details of a new OAuth connection:

   1. Client name: Can be anything (‘Atlassian Rovo').

   2. Description: Also can be anything. ('Atlassian Rovo integration').

   3. Company: Can be anything, but we suggest ‘Atlassian’.

   4. Logo (optional): Can be skipped.

   5. Unique identifier: Can be anything, but you’ll need this later.

   6. Client kind: Set this to Confidential

   7. Redirect URLs: Set to https://id.atlassian.com/outboundAuth/finish

7. Select Save. You’ll be prompted that you’ll see your Secret only once. Select OK.

8. The page will refresh, you’ll need to scroll down the page to see the newly provided Secret. Copy this, you’ll need it later.

Connecting to Zendesk

Once you’ve setup your OAuth integration in Zendesk, you can connect. To get to the setup screen for Zendesk:

1. Go to admin.atlassian.com. Select your organization if you have more than one.

2. Select Settings > Rovo.

3. Under Activated sites, next to the site you want to connect, select More actions () and select Add connector.

4. Select Zendesk and press Next.

5. Enter a name for your Zendesk connection. This doesn’t need to match anything.

6. Enter the subdomain for your Zendesk site. If your full Zendesk URL is vitafleet.zendesk.com, you only need to enter vitafleet.

7. Enter the Oauth Unique identifier you setup in the steps above.

8. Paste the Secret you copied from Zendesk into the OAuth Secret field.

9. Review the disclaimer.

10. Select Authorize Zendesk.

11. A new tab will open in Zendesk. Review and accept the permissions. Select Allow.

Next steps

After you’ve finished connecting Zendesk:

1. Tickets will start to show in Search incrementally over the next few hours.

2. Your team members will see Zendesk show up as a filter option in Search. If they haven’t connected to Zendesk from their Atlassian account, they may be asked to connect before they can see results. This is required so Rovo can make sure your teammates only see tickets that they already have access to.

3. Depending on the number of tickets in Zendesk, it may take some time for all your tickets to be indexed and appear in Search.