Configuring a Zendesk Security Provider

CES 7.0.8047+ (December 2015)

The Coveo Zendesk connector mostly supports the Zendesk security model. Due to a Zendesk API v2 limitation, not all permissions are currently retrievable (see Permission limitation). When you want users searching for Zendesk tickets and their sub-items (comments and attachments) in a Coveo search interface to only see the tickets to which they have access in Zendesk, the connector needs a security provider to be able to index the permissions for each indexed ticket.

To configure a Zendesk security provider

1. On the Coveo server, access the Administration Tool (see Opening the Administration Tool).

2. Select Configuration > Security.

3. In the navigation panel on the left, click Security Providers.

4. In the Security Providers page, click Add to create a new security provider.

5. In the Modify Security Provider page:

   

   1. Configure the following required parameters:

      Name

      Choose a meaningful name to identify the security provider.

      Example: Zendesk Security Provider

      Security Provider Type

      In the drop-down list, select Zendesk (x64).

      User Identity

      Depending on the method you chose to retrieve your Zendesk content, in the drop-down list (see Authorizing the Coveo Connector to Access Your Zendesk Content):

      • Using an OAuth 2.0 access token (recommended method), select (none).

      • Using a Zendesk API v2 token, select the user identity you previously created (see Zendesk Connector Deployment Overview).

   2. Configure the following required parameters with the same values as the ones you will enter when configuring the source (see Configuring and Indexing a Zendesk Source):

      API Token

      (When you want the connector to retrieve your Zendesk content using a Zendesk API v2 token) Enter the API token previously obtained (see Authorizing the Coveo Connector to Access Your Zendesk Content).

      Note: This method is not recommended since the Zendesk API token allows read and write permissions.

      Example: FAwrsE3RdyBxqkVDHJevqnJVr70TMlDzyUNIBpql

      Access Token

      (When granting the connector access to your Zendesk content using OAuth 2.0) Enter the access token previously obtained (see Authorizing the Coveo Connector to Access Your Zendesk Content).

      Example: fdbefa0cb05bc3641481496d44af60b05cf3zj3406t299b6cc5789608d4d9f83

      Zendesk Server URL

      Enter the base URL of your Zendesk customer service website.

      Example: https://company.zendesk.com

      CES 7.0.9272+ (March 2018) Only index permissions for agents and administrators

      Select this checkbox to only retrieve Agent and Administrator entity permissions. End users permissions are not indexed when this option is selected.

      CES 7.0.9272+ (March 2018) Index permissions from specific organizations only

      Enter the Zendesk organizations of which you want to index the permissions. Use a semi-colon to separate your values.

      Example: MyOrganization1;MyOrganization2

      Cache Expiration CES 7.0.9167+ (December 2017)

      Enter the absolute expiration (in minutes) for a cache entry. By default, a cache entry expires after 60 minutes.

      Security Provider

      Select the security provider that you selected or created to allow this security provider to resolve and expand the groups (see Zendesk Connector Deployment Overview).

   3. Select the security provider that you selected or created to allow this security provider to resolve and expand the groups (see Zendesk Connector Deployment Overview).

   4. Leave the Allow Complex Identities checkbox cleared as it does not apply to this type of security provider.

   5. Click Apply Changes.