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SafeNet Trusted Access for Zendesk Support

Overview

Configuring SafeNet Trusted Access for Zendesk Support is a three-step process:

1.Zendesk Support setup

2.SafeNet Trusted Access setup

3.Verify Authentication

Zendesk Support Setup

As a prerequisite, obtain the certificate fingerprint from the Identity Provider certificate. To obtain the certificate fingerprint, you need to download the Identity Provider certificate from the SafeNet Trusted Access console by clicking the Download X.509 certificate button. Next, perform the following step:

Open the certificate.
On the Details tab, from the Thumbprint field, copy the certificate fingerprint.

A SAML identity provider is configured to establish a trust between Zendesk Support and SafeNet Trusted Access, so that users in your organization will be authenticated by SafeNet Trusted Access to access the Zendesk Support resources. To configure SafeNet Trusted Access as an identity provider in Zendesk Support, you need to:

Configure the sign-in authentication for Zendesk Support administrator and agents

Configure the sign-in authentication for end users

Configure the Sign-in Authentication for Zendesk Support Administrator and Agents

By default, your administrator and agents are authenticated to log in to Zendesk Support using the Zendesk Support user authentication. You can bypass the Zendesk Support user authentication and configure your administrator and agent accounts to sign in using Google, Microsoft, or a single sign-on solution using SAML (Professional and Enterprise).

Perform the following steps to configure sign-in authentication for the administrator and agents:

1. Log in to the Zendesk Support management console as an administrator.

2.On the Zendesk Support Management Console, in the left, click the Admin icon .

3.Under SETTINGS, click Security.

4.In the right, on the Admins & Agents tab, under Security, select the Single sign-on (SSO) option.

5.Under Single sign-on (SSO), select the SAML check box, and complete the following fields:

Parameter

Value

SAML SSO URL

Enter the SingleSignOnService URL provided on the SafeNet Trusted Access Console. On the SafeNet Trusted Access Console, you can copy this URL by clicking the Copy to Clipboard icon , next to SINGLESIGNONSERVICE field.

Certificate fingerprint

Enter the certificate fingerprint of SafeNet Trusted Access (for example, 09 e8 6a 67 c5 e7 8e b0 f8 60 68 97 e4 da 8f b3 cb ef df 21), you obtained from the Identity Provider certificate.

Remote logout URL

Enter the SingleSignOnService URL provided on the SafeNet Trusted Access Console. On the SafeNet Trusted Access Console, you can copy this URL by clicking the Copy to Clipboard icon , next to SINGLESIGNONSERVICE field.


6.Click Save to save the sign-in authentication configuration for Zendesk Support administrator and agents.

Configure the Sign-in Authentication for End Users

Perform the following steps to configure the sign-in authentication for end users:

1.On the Zendesk Support Management console, in the right, under Security, click the End-users tab.

2.On the End-users tab, select the Single sign-on (SSO) option.

3.Under Single sign-on (SSO), select the SAML check box, and complete the following fields:

Parameter

Value

SAML SSO URL

Enter the SingleSignOnService URL provided on the SafeNet Trusted Access Console. On the SafeNet Trusted Access Console, you can copy this URL by clicking the Copy to Clipboard icon , next to SINGLESIGNONSERVICE field.

Certificate fingerprint

Enter the certificate fingerprint of SafeNet Trusted Access (for example, 09 e8 6a 67 c5 e7 8e b0 f8 60 68 97 e4 da 8f b3 cb ef df 21), you obtained from the Identity Provider certificate.

Remote logout URL

Enter the SingleSignOnService URL provided on the SafeNet Trusted Access Console. On the SafeNet Trusted Access Console, you can copy this URL by clicking the Copy to Clipboard icon , next to SINGLESIGNONSERVICE field.


4.Click Save to save the sign-in authentication configuration for end users.

SafeNet Trusted Access Setup

After completing the first step of configuring SafeNet Trusted Access in Zendesk Support, the second step is to activate the Zendesk Support application in SafeNet Trusted Access by performing the following steps:

1.In the Applications pane, you will notice that the Zendesk Support application you added earlier is currently inactive state by default. To configure and activate this application, click the application (for example, Zendesk Support) and proceed to the next step.

2.Under STA Setup, perform the following steps:

a.Under Account Details, in the SUBDOMAIN OF ZENDESK field, enter Zendesk subdomain, you choose while setting up your Zendesk Support account (For example, subdomain).

b.Under User Login ID Mapping, in the NAME ID field, confirm if the Email address is selected.

3.Click Save Configuration to save the details and activate the Zendesk Support application in SafeNet Trusted Access.

Verify Authentication

Using STA Console

Navigate to the Zendesk Support URL, https://<subdomain>.zendesk.com, where <subdomain> is the domain name that you selected when you set up your Zendesk Support account. You will be redirected to your SafeNet Trusted Access sign-in page to complete the sign-on process. On the SafeNet Trusted Access sign-in page, enter your authentication credentials. You should be successfully logged in to the Zendesk Support portal.

Using STA User Portal

Navigate to the User Portal URL to log in to the STA User Portal dashboard. On the dashboard, you will see a list of applications to which you have access. Click the Zendesk Support application icon. You should be successfully logged in to the Zendesk Support portal.

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