Configure BeyondTrust Remote Support for Integration with Zendesk

 

You must purchase this integration separately for both your Remote Support software and your Zendesk solution. For more information, contact BeyondTrust sales.

Several configuration changes are necessary on the B Series Appliance to integrate with Zendesk. You must make these changes on each B Series Appliance for which you intend to create a plugin configuration, described in Configure Zendesk for Integration with BeyondTrust Remote Support.

All of the steps in this section take place in the BeyondTrust /login administrative interface. Access your Remote Support interface by going to the hostname of your B Series Appliance followed by /login (e.g., https://support.example.com/login).

Verify the API Is Enabled

Management

API Configuration

API Configuration - Enable XML API

This integration requires the BeyondTrust XML API to be enabled. This feature is used by the BeyondTrust Middleware Engine to communicate with the BeyondTrust APIs.

Go to /login > Management > API Configuration and verify that Enable XML API is checked.

 

Create an OAuth API Account

Management

API Configuration

The Zendesk API account is used from within Zendesk to make Remote Support Command API calls to Remote Support.

Screenshot of the Add Button on the API Configuration page in Privileged Remote Access /login.

  1. In /login, navigate to Management > API Configuration.
  2. Click Add.

 

Screenshot of the Add an API Account page in Privileged Remote Access /login.

  1. Check Enabled.
  2. Enter a name for the account.
  3. OAuth Client ID and OAuth Client Secret is used during the OAuth configuration step in Zendesk.
  4. Under Permissions, check Allow Access for the Endpoint Credential Manager API.
  5. Click Save at the top of the page to create the account.

 

Add an Outbound Event URL

Management

Outbound Events

Outbound Events > Add HTTP Recipient

  1. Go to /login > Management > Outbound Events.
  2. In the HTTP Recipients section, click Add and name it Integration or something similar.
  3. Enter the URL to use:
    • If using an appliance ID of default: http://<middleware-host>:<port>/ERSPost. The default port is 8180.
    • If using an appliance ID other than default: http://<middleware-host>:<port>/ERSPost?appliance=<appliance-id> where <middleware-host> is the hostname where the BeyondTrust Middleware Engine is installed. The default port is 8180. The <appliance-id> is an arbitrary name, but note the value used, as it is entered later in the plugin configuration. This name accepts only alphanumeric values, periods, and underscores.
  4. Scroll to Events to Send and check the following events:
    • Support Session End
    • Customer Exit Survey is Completed
    • Representative Survey is Completed
    • Someone Joins a Support Session (Optional)
  5. Click Save.
  6. Outbound Events > HTTP Recipients

  7. The list of outbound events contains the event just added. The Status column displays a value of OK if communication is working. If communication is not working, the Status column displays an error which you can use to repair communication.

Add a Custom Link

BeyondTrust custom links can be configured to allow representatives to quickly access the Zendesk item that is associated with the session.

Create a Custom Link for Zendesk

BeyondTrust 15.1 and later

  1. Browse to Rep Console > Custom Links.
  2. Click Add.
  3. Enter a name for the link, and then set the URL to https://support.example.com/agent/tickets/%SESSION.CUSTOM.EXTERNAL_KEY% where support.example.com is the Zendesk instance name. If needed, you can use any of the available macros to customize the link according to your specifications.
  4. Click Save to save the new link.