Integrate Endpoint Central with Zendesk

 
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Integrate Endpoint Central with Zendesk

 

Integrating Endpoint Central with Zendesk

Table of contents

  1. Benefits of Integration
  2. Integration Steps

Benefits of Integration

Endpoint Central, ManageEngine’s comprehensive unified endpoint management and security solution, offers several benefits when integrated with Zendesk:

  • Automate patch management for operating systems and third-party apps on Windows, macOS, and Linux.
  • Easily deploy business-critical applications with pre-configured templates.
  • Manage IT assets in real-time with in-depth control over hardware and software inventories.
  • Utilize powerful remote access features, including file transfer and built-in communication tools.
  • Troubleshoot remotely with multiple monitor support, session recording, and technician collaboration.
  • Take advantage of remote power options like Wake-on-LAN, shutdown, and standby.
  • Resolve issues using system manager tools without initiating a remote session.
  • Generate comprehensive audit reports for in-depth analysis and compliance.
  • Leverage OS imaging and deploy systems remotely, even to branch offices.
  • Automate administrative tasks such as configuring printers or browser settings using pre-built configurations.
  • Manage mobile devices efficiently, including app distribution and profile association.
  • Track and secure lost or stolen devices by performing a remote data wipe if necessary.

This integration is compatible with both the On-Premise and Cloud versions of Endpoint Central.

Integration Steps

  • Endpoint Central On-Premise
  • Endpoint Central Cloud
    1. Begin by navigating to the Admin Center within Zendesk.
      Zendesk Admin Center
    2. Next, go to the Apps and Integrations section. Under this, select Zendesk Support Apps, and click on Marketplace.Apps and Integrations
    3. Once in the Marketplace, search for Endpoint Central and proceed to install the app.Endpoint Central in Zendesk Marketplace
    4. After installation, open the Zendesk Agent Workspace and locate the Endpoint Central icon on the left panel. Click on it, then select Configure at the bottom.Zendesk Agent Workspace
    5. If you're a new user, click on Download Trial Edition to set up the Endpoint Central server. If you already have the server, simply click Next.Download or Next
    6. Input the Endpoint Central server URL and click Next to proceed.Enter EC Server URL
    7. Enter your administrator credentials for Endpoint Central, then click Finish to finalize the integration process.Enter Credentials

The Endpoint Central app is now successfully integrated with Zendesk.

Auto Assign Assets

Enabling the Auto Assign Assets feature automatically maps the Windows machine to an issue whenever a request is created in Zendesk. This eliminates the need for manual machine mapping, streamlining the issue resolution process. To enable this feature, go to the Setup Server page and enable Auto-Assign Assets.
Note: This feature is currently available for Windows machines only.

Accessing Endpoint Central Features

Once integrated, Zendesk users can use Endpoint Central’s features to manage endpoints directly from within ticket window.

  1. Open any ticket, then click on the Endpoint Central tab in the right panel.
  2. If prompted, sign in using your Endpoint Central credentials.
  3. After logging in, refresh your Zendesk console to gain access to Endpoint Central features.
  4. You can now manage endpoints using Endpoint Central within Zendesk.
    1. Start by visiting the Admin Center within Zendesk.Zendesk Admin Center
    2. In the Apps and Integrations section, open Zendesk Support Apps, then click on Marketplace.Apps and Integrations
    3. Search for Endpoint Central in the Marketplace and install the app.Endpoint Central in Zendesk Marketplace
    4. Open the Endpoint Central tab from the left panel. Click Integrate Now at the bottom of the page.
    5. A pop-up will appear for account details:
      • Existing users can log in with their credentials.
      • New users should click Sign Up to create a new account.

    6. Once logged in, you'll be prompted to grant permissions for the integration. Click Accept to complete the setup.

The Endpoint Central app is now integrated with Zendesk successfully. Other Endpoint Central users from your organization can directly authenticate themselves and start using the app.

Resources to aid the integration:

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