How to integrate Zendesk with Desktop Central MSP?

Zendesk - Desktop Central MSP integration will help you amp up the efficiency of Zendesk beyond just handling tickets by performing endpoint management activities right from your Zendesk console.

Steps to integrate

To integrate using Desktop Central MSP's app, follow the steps given below:

  1. Steps to follow if you are an existing Desktop Central MSP user
  2. Steps to follow if you are new to Desktop Central MSP

If you are an existing Desktop Central MSP user, follow the steps given below to integrate Zendesk with Desktop Central MSP's app:

  1. Install Desktop Central MSP app directly from Zendesk Apps Directory.
  2. Configure the app by clicking on Desktop Central MSP from the left pane of Zendesk console.
  3. Specify either the server URL of Desktop Central MSP or the IP address or FQDN name.
  4. Furnish Desktop Central MSP administrator credentials to secure the integration.

You have successfully configured Desktop Central MSP app.

If you are new to Desktop Central MSP, follow the steps given below to integrate Zendesk with the Desktop Central MSP's app:

  1. Download and install Desktop Central MSP. It is highly recommended to use the latest build.
  2. Install the agents on the computers you wish to manage using Desktop Central MSP.
  3. Install Desktop Central MSP app directly from Zendesk Apps Directory.
  4. Configure the app by clicking on Desktop Central MSP from the left pane of Zendesk console.
  5. Specify either the server URL of Desktop Central MSP or the IP address or FQDN name.
  6. Furnish Desktop Central MSP administrator credentials to secure the integration.

You have now successfully integrated Desktop Central MSP with Zendesk.

Note: Ensure establishment of a secure communication between Zendesk and Desktop Central MSP by:
  1. Specifying the HTTPS URL of Desktop Central MSP server
  2. Checking that the host name of Desktop Central MSP server holds a SSL certificate signed by a valid Certificate Authority (CA).

Organization-Customer Association

What are Organizations and Customers?

Desktop Central MSP customers are client organizations whose endpoints need to be managed by the service provider. Organizations are a group of Zendesk users for ticket handling workflow. Customers in Desktop Central MSP are what Organizations in Zendesk are.

Organization name and Customer name should be the same. Why?

It is mandatory for the organization name and customer name to match in order to access computers managed by Desktop Central MSP from Zendesk console.

What will happen if the names do not match?

If the names do not match, Desktop Central MSP managed customers cannot be accessed from Zendesk console for resolving tickets. For every Zendesk Organization, corresponding Customer in Desktop Central MSP needs to be created/associated.

What happens to the names that are a match already?

For every Organization name that matches with a Customer name, the organization will be associated with the customer automatically.

What happens to the names that do not match?

Customers can be created or existing customers can be associated with the Zendesk Organization.

User Association

Zendesk users need to be associated with Desktop Central MSP users. Only Zendesk administrator can perform user association. The main objective of user association is to perform desktop management activities from Zendesk console within the scope of the associated Desktop Central MSP user.

Gallery

Configure Desktop Central MSP App

Configure Desktop Central MSP Server

Furnish admin credentials

Customer-Organization Mapping

Creation of a single customer

Creation of all customers

User mapping

 

 

Resources to aid the integration: