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 https //developer zendesk com/documentation/api basics/authentication/oauth/#scopes zendesk tickets api https //developer zendesk com/api reference/ticketing/tickets/tickets/ https //developer zendesk com/api reference/ticketing/tickets/tickets/ zendesk users api https //developer zendesk com/api reference/ticketing/users/users/ https //developer zendesk com/api reference/ticketing/users/users/ zendesk organizations api https //developer zendesk com/api reference/ticketing/organizations/organizations/ https //developer zendesk com/api reference/ticketing/users/users/ zendesk api setup take the following steps to enable api access in zendesk log in to the zendesk admin center 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 log in to turbine 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