Zendesk Support plugin

For more information about what this plugin does and the data streams it retrieves, see:

Zendesk Support

Monitor the tickets from your Zendesk Support environment.

How to add the data source

To add a data source click on the + next to Data Sources on the left-hand menu in SquaredUp. Search for the data source and click on it to open the Configure data source page.

Configuring the data source

1. Enter your Zendesk Organization name. You can see this in your Zendesk URL <organization>.zendesk.com. Don't enter the .zendesk.com part, just the organization name.
2. Enter a Zendesk username to access the API
   for example [email protected]
3. Create an API token in Zendesk and paste it in.
   Create an API token in Zendesk

   Generate an API token from Zendesk Admin Center > Apps and integrations > APIs > Zendesk API

   See Generating an API token

4. Install Sample Dashboards:
   Select whether you would like to install sample dashboards with the data source. By default, this is set to on.

5. Optionally, select whether you would like to restrict access to this data source instance. By default, restricted access is set to off.

   Restrict access to this data source

   The term data source here really means data source instance. For example, a user may configure two instances of the AWS data source, one for their development environment and one for production. In that case, each data source instance has its own access control settings.

   By default, Restrict access to this data source is set to off. The data source can be viewed, edited and administered by anyone. If you would like to control who has access to this data source, switch Restrict access to this data source to on.

   Use the Restrict access to this data source dropdown to control who has access to the workspace:

   • By default, the user setting the permissions for the data source will be given Full Control and the Everyone group will be given Link to workspace permissions.
   • Tailor access to the data source, as required, by selecting individual users or user groups from the dropdown and giving them Link to workspace or Full Control permissions.
   • If the user is not available from the dropdown, you are able to invite them to the data source by typing in their email address and then clicking Add. The new user will then receive an email inviting them to create an account on SquaredUp. Once the account has been created, they will gain access to the organization.
   • At least one user or group must be given Full Control.
   • Admin users can edit the configuration, modify the Access Control List (ACL) and delete the data source, regardless of the ACL chosen.

   Data source access levels

   Access Level:

   Link to workspace	User can link the data source to any workspace they have at least Editor permissions for. Data from the data source can then be viewed by anyone with any access to the workspace. User can share the data source data with anyone they want. User cannot configure the data source in any way, or delete it.
   Full Control	User can change the data source configuration, ACL, and delete the data source.

   See Access control for more information.

6. Click Test and add to validate the data source configuration.

   Testing outcomes

   • Testing passed – a success message will be displayed and then the configuration will be saved.
   • Testing passed with warnings – warnings will be listed and potential fixes suggested. You can still use the data source with warnings. Select Save with warnings if you believe that you can still use the data source as required with the warnings listed. Alternatively, address the issues listed and then select Rerun tests to validate the data source configuration again. If the validation now passes, click Save.
   • Testing Failed – errors will be listed and potential fixes suggested. You cannot use the data source with errors. You are able to select Save with errors if you believe that a system outside of SquaredUp is causing the error that you need to fix. Alternatively, address the issues listed and then select Rerun tests to validate the data source configuration again. If the validation now passes, click Save.

   You can edit any data source configurations at any time from Settings > Data Sources.

   You can also add a data source from Settings > Data Sources > Add data source, but sample dashboards are not added when using this method.