Zendesk - SSO configuration

This documentation has been tested and approved by Kelvin Zero's team

This documentation provides a step-by-step guide to setting up Single Sign-On (SSO) for Zendesk using MPAS. SSO simplifies user authentication by allowing access to multiple applications with a single set of credentials. This integration enhances security and improves user experience across your organization.

To set up Multi-Pass with Zendesk, ensure you meet the following requirements: 

- Zendesk admin rights 

- MPAS Admin rights

Important: Custom elements in URLs (like realm names) are case sensitive. Make sure to match the exact casing from your environment.

Zendesk - SSO Configuration

Admins can enable SAML single sign-on only for end users, only for team members (including light agents and contributors), or for both groups. You can create multiple SAML SSO configurations. Before you start, obtain the required information from your company's IT team.

Step 1 - Access Zendesk SSO Settings

1. From your Zendesk dashboard, click the gear icon on the left sidebar to access the Admin Center.
   

1. In Admin Center:
   
1. Click Account
   
2. Then navigate to Security → Single Sign-On
   
2. Click Create SSO Configuration and choose SAML.

1. in Zendesk Admin Center:
   

Field	Value
Configuration Name	e.g. Multi-Pass
SAML SSO URL	https://ca.auth.kzero.com/realms/<REALM_NAME>/protocol/saml
Certificate Fingerprint	From Multi-Pass certificate (see below how to find the certificate)

1. Other settings:
   
1. Show button when users sign in
   
1. Button Name: Multi-Pass
   
2. Under Team Member Authentication:
   
1. Enable external authentication
   
2. Select the name of the SSO you just created
   
3. Click Save
   

Step 2 - Prepare Multi-Pass (IdP)

1. Open Multi-Pass Dashboard
   

1. Select your tenant.
   
2. On the left side click on "Integrations"

1. Click on "Applications" and select the box SAML.
   

1. Complete the form based on information provided by Zendesk.

Field	Value
Client ID	https://kelvinzero.zendesk.com/
Name	zendesk
Description	Test SSO
Assertion Consumer Service URL	https://kelvinzero.zendesk.com/access/saml
NameID Policy Format	email

1. Scroll down and copy the Certificate Fingerprint that you need to paste in the field called "Certificate fingerprint" in Zendesk
   

1. Finalize by clicking on "Add integration"
   

Verification and completion in the advanced console

1. In order to reach the advanced console, from your dashboard, click on "advanced console" located in the left side. 

1. Click on client and search for the new entry that you just created
   

1. Make sure the fields are correctly completed : 
   
1. Settings tab, general settings section : 

Field	Value
Client ID	https://<YOUR_SUBDOMAIN>.zendesk.com
Name	e.g. zendesk
Description	e.g. Test SSO
Always Display in UI	ON

1. Scroll down to the access settings section and complete the fields : 
   

Field	Value
Home URL	https://ca.auth.kzero.com/realms/<TENANT_NAME>/protocol/saml/clients/<APP_Name>
Valid Redirect URIs	https://<YOUR_SUBDOMAIN>.zendesk.com/access/saml/
IDP-Initiated SSO URL Name	<APP_Name> (e.g. zendesk)

1. Move to the section SAML Capabilities :

Setting	Value
Name ID Format	email
Force POST Binding	ON
Include AuthnStatement	ON
Include AuthnStatement	ON

1. Go to the Signature and Encryption : 
   
1. Sign assertions has to be switched to ON 
   
2. Click Save and go to the keys tab :
   
1. Both parameters have to be switched to OFF
   
3. Finally move to the Advanced tab and complete : 
   

Field	Value
Assertion Consumer Service POST Binding URL	Same as Valid Redirect URI (https://<SUBDOMAIN>.zendesk.com/access/saml/)

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