How to integrate Desktop Central with Zendesk

How to integrate Desktop Central with Zendesk?

Introduction

This integration comes with an entire gamut of endpoint management features such as simplified software deployment, advanced remote control options, automated patch management, and real-time IT asset management that can be performed from your help desk. This will help you meet your SLAs faster by resolving tickets in an instant. Expedition of ticket resolution will save time and boost productivity for your IT help desk.

Steps to integrate

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

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

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

  1. Install the Desktop Central app directly from the Zendesk Apps Directory.
  2. Once the app is installed, click on the Desktop Central icon from the left navigation pane to configure the app.
  3. Click "Configure Desktop Central Server" and enter the URL of your Desktop Central server.
  4. Note : Ensure a secure communication is established between Zendesk and Desktop Central server by:
    • Specifying the HTTPS URL of Desktop Central server.
    • Ensuring that the host name of Desktop Central server holds a SSL Certificate signed by a valid Certificate Authority (CA).
  5. Specify the Desktop Central administrator credentials to secure this integration.

You have now successfully integrated Desktop Central with Zendesk.

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

  1. Download and install Desktop Central. Ensure that your Desktop Central server is running on build 10.0.363 and later versions.
  2. Install Desktop Central agents on the computers you wish to manage using Desktop Central.
  3. Install the Desktop Central app directly from the Zendesk Apps Directory.
  4. Once the app is installed, click on the Desktop Central icon from the left navigation pane to configure the app.
  5. Click "Configure Desktop Central Server" and enter the URL of your Desktop Central server.
  6. Specify the Desktop Central administrator credentials to secure this integration.

You have now successfully integrated Desktop Central with Zendesk.

User Mapping

While configuring Desktop Central app in Zendesk, User Mapping lets you associate users of Zendesk with Desktop Central. By associating you Zendesk users with Desktop Central users, you are empowering your Zendesk users with endpoint management capabilities. These users will be able to exercise Desktop Central's capabilities from the ticket window. It is mandatory to associate at least one Zendesk user with a Desktop Central user.

Resources to aid the integration: