General - Knowledge base

Unable to reach Desktop Central MSP Server from Zendesk

Problem

You have problems in reaching Desktop Central MSP server while trying to integrate Desktop Central MSP app with Zendesk. You are unable to reach Desktop Central MSP server under the following circumstances -

  1. While configuring Desktop Central MSP server during the initial setup
  2. While performing desktop management activities for resolving tickets from Zendesk
  3. While mapping Desktop Central MSP customers with Zendesk Organizations
  4. While accessing Desktop Central MSP with single sign-on facility

Cause 

The problems mentioned above could be caused by any of the following reasons -

  1. Desktop Central MSP server has stopped/not reachable
  2. There is lack of connectivity to the server because it has been shutdown or due to lack of network connectivity between Zendesk and Desktop Central MSP server.

  3. Self Signed or Third party Security Certificate is not from a trusted authority
  4. The configured host name for Desktop Central MSP server does not hold a valid certificate.

Resolution

Upon identifying the cause from the above mentioned list, implement the respective resolution -

Server is not reachable

  1. Start Desktop Central MSP server.
    • Navigate to Programs from Control Panel.
    • Right click on ManageEngine Desktop Central MSP server and select Start Service.
  2. Fix network connectivity issues
    • Ensure that there are no connectivity problems in the network between Desktop Central MSP server and Zendesk.
    • You should be able to reach Desktop Central MSP server from the machine in which Zendesk is used.

Invalid SSL Certificate

It is recommended to hold a SSL (Secure Socket Layer) Certificate signed by a valid Certificate Authority (CA) to secure communication with Desktop Central MSP server. Learn more

Applies to: Helpdesk integrations, Desktop Central MSP - Zendesk integrations, Server reachability

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