Zendesk Ticket Management

Introduction

This guide tells you how to authenticate the Zendesk Ticket Management connector in Swimlane using one of the supported authentication methods. You will configure Zendesk access, collect the required credentials, and configure the connector in Swimlane.

Prerequisites

Zendesk Access Requirements

You must have access to an active Zendesk account with permissions to enable API access, generate API tokens, or create OAuth clients depending on the authentication method used.

Required Credentials

During setup, you will collect one of the following sets of credentials depending on the authentication method:

Email ID and Password (HTTP Basic Authentication)

Email ID and API Token (Custom Token Authentication)

OAuth Client ID, Email ID, Password, and Scopes (OAuth 2.0 Password Grant)

Authentication Methods Overview

The Zendesk Ticket Management connector supports the following authentication methods:

HTTP Basic Authentication

Custom Token Authentication

OAuth 2.0 Password Grant

OAuth 2.0 Password Grant – Scopes

When using OAuth 2.0 Password Grant authentication, Zendesk requires explicit scopes to be assigned to the OAuth client. Scopes must be provided as an array of strings in the Swimlane connector configuration.

Recommended Scopes

These scopes cover all ticket-related actions supported by the Swimlane Zendesk Ticket Management connector:

tickets:read

tickets:write

Additional Scopes (Optional – Based on Usage)

Add these scopes only if your workflows require them:

Scope	When it is needed?
users:read	Listing ticket comments with include=users, resolving requester/assignee details
users:write	Create or update requester or assignee user details when managing tickets programmatically.
ticket_comments:read	Retrieve ticket comments to understand investigation context and response history.
organizations:read	Listing tickets by organization
organizations:write	Update organization details to reflect ownership, severity, or incident impact.
groups:read	Fetch group information to route tickets to the correct support or security teams.
attachments:read	Accessing and inspecting ticket attachments
attachments:write	Uploading files or modifying malware access on attachments
tags:read	Read ticket tags to drive automated triage, categorization, and workflow decisions.

Example Scope String (Recommended for Most Use Cases):

tickets:read tickets:write users:read organizations:read attachments:read attachments:write

Missing scopes may result in 403 Forbidden errors.

Scopes must be configured on the Zendesk OAuth client, not only in Swimlane.

Changes to scopes require regenerating the OAuth token.

Read more:

Zendesk OAuth Scopes Documentation https://developer.zendesk.com/documentation/api-basics/authentication/oauth/#scopes

Zendesk Tickets API https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/

Zendesk Users API https://developer.zendesk.com/api-reference/ticketing/users/users/

Zendesk Organizations API https://developer.zendesk.com/api-reference/ticketing/organizations/organizations/

Zendesk API Setup

Take the following steps to enable API access in Zendesk:

Navigate to Apps and integrations, then select APIs.

Open the Zendesk API settings page.

Enable Password access for HTTP Basic Authentication.

Enable Token access and generate an API token.

Create OAuth clients if using OAuth authentication.

Connector Configuration in Swimlane

Take the following steps to configure the Zendesk Ticket Management connector asset in Swimlane:

From the left-hand navigation pane, click ORCHESTRATION and click Assets Asset homepage opens.

Click the plus icon to open the Configure your Connector Asset window.

Select Microsoft Azure Sentinel from the Asset type list.

Fill in the Asset Settings and Asset Input as shown:

Configuration Parameters

Parameter	Description	Type
url	Zendesk API endpoint URL	string	Required
username	Zendesk account email ID	string	Required
password	Zendesk account password	string	Required for Basic/OAuth
apiToken	Zendesk API token	string	Required for Custom Auth
client_id	OAuth client ID	number	Required for OAuth
scope	OAuth scopes	array	Required for OAuth
verify_ssl	Verify SSL certificate	boolean	Optional
http_proxy	Proxy configuration	string	Optional

Custom Token Authentication

Basic Authentication

Oauth 2.0 Authentication

Troubleshooting

If authentication fails:

Ensure API access is enabled in Zendesk.

Verify credentials and authentication type.

Confirm OAuth client configuration and scopes.

Check SSL and proxy settings.

You have successfully authenticated the Zendesk Ticket Management connector in Swimlane.