Zendesk

Zendesk Support is a system for tracking, prioritizing, and solving customer support tickets. It puts all customer information in one place so that everything is in a single location. Zendesk Guide provides machine learning powered, self-service customer support, using a combination of the Zendesk API, Web Widget, and Mobile SDK as Zendesk Embeddables.

miniOrange provides secure access to Zendesk for enterprises and full control over access to the application. Single Sign On (SSO) into Zendesk with one set of login credentials.

Follow the Step-by-Step Guide given below for Zendesk Single Sign On (SSO)

Step 1: Configure miniOrange Settings in Zendesk

Login to miniOrange Admin Console.
Go to Apps >> Manage Apps. Click Configure Apps button.
Click on SAML tab. Select Zendesk and click Add App button.
Enter the SP Entity ID or Issuer as https://your_domain.zendesk.com/.
Enter the ACS URL as https://your_domain.zendesk.com/access/saml
Enter the Single Logout URL as http://samldemo.zendesk.com/home.
Select the E-Mail Address from the Name ID dropdown.

Go to the Add Policy and select DEFAULT from the Group Name dropdown.
Now enter the Zendesk in the Policy Name field.
Select PASSWORD from the First Factor Type dropdown.
Click on Save to configure Zendesk.

Click on Metadata link to download the metadata which will be required later. Click on Link to see the IDP initiated SSO link for zendesk.

Keep SAML Login URL , SAML Logout URL and X.509 Certificate which you will require in Step 2.

Convert X.509 Certificate into SHA1 fingerprint which will require in Step 2.

Step 2: Configure Zendesk Settings for miniOrange

Login to your Zendesk domain.
Click on the Settings icon in the left pane.

Then select Security in the Settings panel.
Choose the Single Sign On (SSO) option and select SAML.
Enter SAML Login URL, SAML Logout URL and fingerprint value in the required fields that you got from Step 1..

Click on Save button to save the Single Sign On (SSO) SAML settings.

Step 3: Onboard users into our system

Click on Users >> Add User.

Here, fill the user details without the password and then click on the Create User button.

Click on On Boarding Status tab. Check the email, with the registered e-mail id and select action Send Activation Mail with Password Reset Link from Select Action dropdown list and then click on Apply button.

Now, Open your email id. Open the mail you get from miniOrange and then click on the link to set your account password.
On the next screen, enter the password and confirm password and then click on the Reset Password button.

Now, you can log in into miniOrange account by entering your credentials.

Step 4: Login to miniOrange Account

Go to miniOrange dashboard and select the User Dashboard from the right side menu.

Click on Zendesk application which you added, to verify your sso configuration.

Using Two Factor Authentication for Zendesk

The most practical way to strengthen authentication is to require a second factor after the username/password stage. Since a password is something that a user knows, ensuring that the user also has something or using biometrics thwarts attackers that steal or gain access to passwords.

Traditional two-factor authentication solutions use hardware tokens (or "fobs") that users carry on their keychains. These tokens generate one-time passwords for the second stage of the login process. However, hardware tokens can cost up to $40 each. It takes time and effort to distribute them, tracks who has which one, and replace them when they break. They're easy to lose, hard to use, and users consistently report high levels of frustration with token-based systems.

For Further Details:

Guide For Single Sign On (SSO)
Zendesk Single Sign On (SSO)