Zendesk Connector

Overview

Used for scanning with OneTrust Data Discovery, the Zendesk connector lets users scan, detect, and classify data referenced in resources across the cloud CRM platfrom.

Pod Residency: app-scanner
Connection Method: REST API, with Authorization Code Grant enabled

Supported Scan Actions


Scan Type	Description
Catalog	This will collect the metadata from Zendesk objects and its resources.
Catalog & Scan	This will collect metadata for services and its resources then extract the data. It will return personally identifiable information (PII), data elements (DE), and terms as per the classification label identified.

Credential and System Permissions

OneTrust recommends to adhere to your organization's security and infrastructure policy and include system engineer resources or other qualified subject matter experts to set up credentials on data sources. For specific instructions for how to enable these credentials, refer to your data source's implementation documentation, knowledge base and/or support resources.

This connector relies on Basic Authentication with username and password credentials.

Username & Password Format

JSON

jdoe@example.com:<your-password> 

Authorization: Basic {base 64 encoded user/pass}

jdoe@example.com:<your-password> 

Authorization: Basic {base 64 encoded user/pass}

Vault JSON

Concerning the domain value, you only need to provide your company's domain as .zendesk.com will be appended automatically to assume the format, {domain}.zendesk.com.

If you were to supply {domain}.zendesk.com as the value, it would appended a redundant .zendesk.com (e.g., {domain}.zendesk.com.zendesk.com) and render an invalid connection URL.

JSON

{
"connectionUrl": "na",
"userName": "jdoe@example.com",
"password": "<your password>",
"domain": "<domain>"
}

{
"connectionUrl": "na",
"userName": "jdoe@example.com",
"password": "<your password>",
"domain": "<domain>"
}

For additional information and reference, see the following:

Scan Profile Support

Note:

For additional details on scan profile configuration and management, see Setting Up Scan Profiles.

Limits

Maximum Number of Objects

Include/Exclude Path

Object

Collected Objects


Objects	Description
Organizations	Users are segmented into organizations. These can be used in business rules to route tickets to groups of agents or send email notifications.
Tickets	Tickets are how users communicate with agents in Zendesk Support. Tickets originate through a number of channels; including email, Help Center, chat, etc. All tickets have a core set of properties. Tickets have attachments included on them in certain cases. These include set fields with a set amount of properties.
Users	Zendesk has three types of users: end users (customers), agents, and administrators. The user's object has fields that it supports across users as well as specified `user_fields` that can be added as needed.
Groups	When tickets come into Zendesk, they can be assigned to a Group. Groups serve as the core element of the ticket workflow, support agents are organized into Groups. A ticket can never be assigned to an agent without also being assigned to a Group.

Data Use Governance