Zendesk cloud application

You must be signed in as a super administrator for this task.

Using Security Assertion Markup Language (SAML), your users can use their Google Cloud credentials to sign in to enterprise-cloud applications.

Set up SSO via SAML for Zendesk

Here's how to set up single sign-on (SSO) via SAML for the Zendesk® application.   

Step 1: Set up Zendesk as a SAML 2.0 service provider (SP)
  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Security.

    You must be signed in as a super administrator for this task.

    Click Set up single sign-on (SSO) for SAML applications.

  3. Click the Download button to download the Google IdP metadata and the X.509 Certificate.
  4. In a new browser tab, log into your Zendesk application as an administrator.
  5. In Zendesk Support, select Admin and then Channels and then API.
  6. In the Settings tab, enable password access.
  7. Select the Admin icon, then select Security from the Settings category.
  8. Select the Admins & Agents tab.
  9. Select the SAML option.
  10. Copy the Google SSO Login URL from the Zendesk cloud application and paste it into the SAML SSO URL field.
  11. Filling in the Logout URL field is optional. You can leave it empty. 
  12. Generate the SHA-256 fingerprint from the Google X.509 certificate you downloaded in Step 3.
  13. Click Save and proceed to the next section to set up Google as a SAML identity provider (IdP).
Step 2: Set up Google as a SAML identity provider (IdP)
  1. In a new browser tab, sign in to your Admin console as a super administrator.
  2. Click Apps SAML apps.
  3. Click the plus (+) icon in the bottom corner.
    The Enable SSO for SAML Application window opens.
  4. Select the Zendesk item from the list. The values on the Google IDP Information page automatically populate.
  5. There are two ways to collect the service provider Setup information:

    You can copy the Entity ID and the Single Sign-On URL field values and download the X.509 Certificate, paste them into the appropriate service provider Setup fields, and then click Next
    You can download the IDP metadata, upload it into the appropriate service provider Setup fields, and then  come back to the admin console and click Next.
  6. In the Basic application information window, the Application name and Description values automatically populate.
  7. Click Next.
Step 3: Enter service provider details in Google Admin console
  1. In the Service Provider Details section, enter the following URLs into the Entity IDACS URL, and Start URL fields:
            ACS URL: https://your-domain-name.zendesk.com/access/saml
            Entity ID: https://your-domain-name.zendesk.com
            Start URL: https://your-domain-name.zendesk.com
  2. Leave Signed Response unchecked.
    When the Signed Response checkbox is unchecked, only the assertion is signed. When the Signed Response checkbox is checked, the entire response is signed.
  3. The default Name ID is the primary email and the format should be set to EMAIL.
    Multi-value input is not supported. You can change the Name ID mapping as per your requirement. Custom attributes of the user schema can also be used after creating them via Google Admin SDK APIs. The custom attributes for the user schema need to be created prior to setting up the Zendesk SAML application. 
  4. Click Next.
  5. Click Add new mapping and map the attribute value "Email" to Basic Information > Primary Email
  6. In the drop-down list, select the Category and User attribute to map the attribute from the Google profile.
  7. Click Finish.
Step 4: Enable the Zendesk app
  1. Sign in to your Admin console.
  2. Go to Apps SAML apps.
  3. Select Zendesk.
  4. At the top right of the gray box, click Edit Service Compose.

  5. To turn on or off a service for everyone in your organization, click On for everyone or Off for everyone, and then click Save.

  6. To turn on or off a service only for users in an organizational unit:

    1. At the left, select the organizational unit.
    2. Select On or Off.
    3. To keep the service turned on or off even when the service is turned on or off for the parent organizational unit, click Override.
    4. If the organization's status is already Overridden, choose an option:
      • Inherit—Reverts to the same setting as its parent.
      • Save—Saves your new setting (even if the parent setting changes).

    Learn more about organizational structure.

  7. Ensure that your Zendesk user account email IDs match those in your Google domain.
Step 5: Verify that the SSO is working
  1. Close all browser windows.
  2. Open https://your-domain-name.zendesk.com and attempt to sign in.
    You should be automatically redirected to the Google sign in page.
  3. Enter your sign in credentials.
  4. After your sign in credentials are authenticated you're automatically redirected back to Zendesk.
Step 6: Set up user provisioning
Was this helpful?
How can we improve it?