Support.com Cloud App Setup in Zendesk

This section describes how to configure and setup Support.com Cloud app in Zendesk.

Contents

Configure Authentication

  1. Login to Support.com Cloud tenant portal with admin access.
  2. Navigate to Admin > Integration > Authentication
  3. Click on Add New button.
  4. Provide the following information:
    1. App Name: Unique name for the external application (required).
    2. Display Name: Display name for the Authentication (required).
    3. Authentication Type: Select Signed Request (API Key) (default)
    4. Generate API key : To generate a new random value for the API key, click the Generate Key icon (gears)
    5. Implementor Class: Select Implementor Class Default from the drop down menu.
  5. Click Save to create the Authentication.

Configure Authentication Details

Installing App in Zendesk

  1. Sign in to your Zendesk and then click the Admin icon in the sidebar on the lower left-hand side.
  2. Select Apps > Marketplace > Search the Marketplace, then find the Support.com Cloud app and click the tile.
  3. On the Support.com Cloud app page, click Install app in the upper-right corner.
  4. Provide the following information:
    1. Tenant Domain : Enter Support.com Cloud tenant portal domain. This should be of the same tenant authentication is configured above. (Eg. mycompany.nexus.support.com)
    2. App Name: App Name configured in the authentication section above.
    3. API Key: API Key configured in the authentication section above.
  5. Click Install

Support.com Cloud App Settings

Viewing App in Zendesk

  1. Open any Zendesk ticket.
  2. Support.com Cloud App is shown on the ticket side bar.

Setup auto close of Support.com Cloud sessions

Support.com Cloud sessions created by the App can be auto closed when Zendesk ticket is closed with status Solved. To enable this please follow these one time instructions:

  1. Open up a Zendesk ticket.
  2. Click on the Close tab option on the lower right of the ticket (Screen shot below)
  3. Select Stay on ticket option. Support.com Cloud App Settings