Zendesk Integration with AuthPoint

Deployment Overview

This document describes how to set up multi-factor authentication (MFA) for Zendesk with AuthPoint as an identity provider. Zendesk must already be configured and deployed before you set up MFA with AuthPoint.

Zendesk can be configured to support MFA in several modes. For this integration, we set up SAML with AuthPoint.

Zendesk Authentication Data Flow with AuthPoint

AuthPoint communicates with various cloud-based services and service providers with the SAML protocol. This diagram shows the data flow of an MFA transaction for Zendesk.

A diagram that shows the data flow between Zendesk and AuthPoint for SAML authentication.

Before You Begin

Before you begin these procedures, make sure that:

Configure Zendesk

To start, you must download the metadata file from the Certificate Management page in the AuthPoint management UI. After you have that, you can configure Zendesk.

  1. Log in to WatchGuard Cloud.
  2. From the navigation menu, select Configure > AuthPoint. If you have a Service Provider account, you must select an account from Account Manager.
  3. Select Resources.
  4. Click Certificate.

  5. Next to AuthPoint certificate you will associate with your resource, click and select Download Metadata.

    We recommend that you choose the certificate with the latest expiration date.

    The AuthPoint metadata provides your resource, in this case Zendesk, with information necessary to identify AuthPoint as a trusted identity provider.

  6. Next to the same certificate, click Copy Fingerprint.
    The Copy Fingerprint window appears.
  7. From the Algorithm drop-down list, select SHA-256.
  8. Click Copy next to the formatted or unformatted fingerprint. We recommend you leave this window open for reference.

  9. Open a new tab and log in to Zendesk as an administrator.
  10. Select Admin > Security.
  11. Select the Global tab.
  12. Click Manage security settings in Admin Center.
  13. Select Single sign-on.
  14. Next to SAML, click Edit.
  15. Select the Enable check box.
  16. Open the AuthPoint metadata file you downloaded and find the SingleSignOnService Location value.
  17. In the SAML SSO URL text box, type or paste the SingleSignOnService Location value from the AuthPoint metadata file.
  18. In the Certificate fingerprint text box, paste the fingerprint value from the Copy Fingerprint window in AuthPoint.
  19. Click Save.
  20. From the navigation menu, select End users or Staff members based on the type of user you want to require MFA for.
  21. Select the External authentication check box.
  22. Click Save.

Configure AuthPoint

Before AuthPoint can receive authentication requests from Zendesk, you must specify the Zendesk client as a SAML resource in AuthPoint. You must also assign an access policy for the Zendesk resource to the user group(s) that must authenticate to log in.

Add a SAML Resource in AuthPoint

From the AuthPoint management UI:

  1. From the navigation menu, select Resources.
  2. From the Choose a Resource Type drop-down list, select SAML. Click Add Resource.

  1. On the SAML page, in the Name text box, type a name for this resource.
  2. From the Application Type drop-down list, select Zendesk.
  3. In the Service Provider Entity ID text box, type https://<your subdomain>.zendesk.com>.
  4. In the Assertion Consumer Service text box, type https://<your subdomain>.zendesk.com/access/saml.
  5. From the AuthPoint Certificate drop-down list, select the certificate to associate with your resource.

    This must be the same certificate that you downloaded the metadata for at the start of the Configure Zendesk section. For more information, see Certificate Management.

  6. Click Save.

Add an Access Policy to AuthPoint

You must have at least one user group in AuthPoint for authentication with Zendesk, and you must assign an access policy for the Zendesk resource to that group. If you already have a group, you do not have to add another group.

In the AuthPoint management UI:

  1. From the navigation menu, select Groups.
  2. To add a new group, click Add Group. If you already have a group that you want to use, select the group to edit it.

  1. In the Name text box, type a descriptive name for the group.
  2. (Optional) In the Description text box, type a description of the group.

  1. In the Access Policy section, click Add Policy.

  1. In the Add Policy dialog box, from the Resource drop-down list, select the resource you want to add an access policy for.
  2. (Optional) To require that users type their password before they authenticate for this resource, enable the Require Password Authentication toggle.
  3. Select the authentication options that users in this group can select from when they authenticate.

    For SAML resources, if you select more than one authentication option, users must select one of the available options when they authenticate. For example, if you select OTP and Push, users can choose to type their OTP or approve a push to authenticate. You cannot require that they do both.

  1. Click Add.

  1. (Optional) Add one or more safe locations to your group. For more information about safe locations and detailed instructions to add them, see About Safe Locations.
  2. Click Save.

Add Users to AuthPoint

Before you assign users to a group, you must add the users to AuthPoint. There are two ways to add AuthPoint user accounts:

  • Sync users from an external user database
  • Add local AuthPoint users

Each user must be a member of a group. You must add at least one group before you can add users to AuthPoint.

Test the Integration

To test AuthPoint MFA with Zendesk, you can authenticate with a mobile token on your mobile device. For SAML resources, you can choose any method (push, QR code, or one-time password).

In this example, we show the push authentication method (users receive a push notification in the mobile app that they must approve to authenticate).

  1. In a web browser, go to the Zendesk URL.
  2. Type your email address or AuthPoint user name. Click Next.
  3. If required, in the Password text box, type your password.
  4. For the authentication method, select Push.
  5. Click Send.
  6. Approve the authentication request that is sent to your mobile device.
    You are logged in to Zendesk.