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Product Backlog Item 969529: SaaS App Tutorial: Zendesk Update
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articles/active-directory/saas-apps/zendesk-tutorial.md

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@@ -12,171 +12,142 @@ ms.service: active-directory
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ms.subservice: saas-app-tutorial
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ms.workload: identity
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ms.tgt_pltfrm: na
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ms.devlang: na
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ms.topic: tutorial
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ms.date: 02/14/2019
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ms.date: 03/26/2020
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ms.author: jeedes
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ms.collection: M365-identity-device-management
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---
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# Tutorial: Azure Active Directory integration with Zendesk
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In this tutorial, you learn how to integrate Zendesk with Azure Active Directory (Azure AD).
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Integrating Zendesk with Azure AD provides you with the following benefits:
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# Tutorial: Azure Active Directory single sign-on (SSO) integration with Zendesk
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In this tutorial, you'll learn how to integrate Zendesk with Azure Active Directory (Azure AD). When you integrate Zendesk with Azure AD, you can:
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* You can control in Azure AD who has access to Zendesk.
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* You can enable your users to be automatically signed-in to Zendesk (Single Sign-On) with their Azure AD accounts.
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* You can manage your accounts in one central location - the Azure portal.
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* Control in Azure AD who has access to Zendesk.
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* Enable your users to be automatically signed-in to Zendesk with their Azure AD accounts.
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* Manage your accounts in one central location - the Azure portal.
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If you want to know more details about SaaS app integration with Azure AD, see [What is application access and single sign-on with Azure Active Directory](https://docs.microsoft.com/azure/active-directory/active-directory-appssoaccess-whatis).
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If you don't have an Azure subscription, [create a free account](https://azure.microsoft.com/free/) before you begin.
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To learn more about SaaS app integration with Azure AD, see [What is application access and single sign-on with Azure Active Directory](https://docs.microsoft.com/azure/active-directory/manage-apps/what-is-single-sign-on).
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## Prerequisites
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To configure Azure AD integration with Zendesk, you need the following items:
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To get started, you need the following items:
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* An Azure AD subscription. If you don't have an Azure AD environment, you can get one-month trial [here](https://azure.microsoft.com/pricing/free-trial/)
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* Zendesk single sign-on enabled subscription
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* An Azure AD subscription. If you don't have a subscription, you can get a [free account](https://azure.microsoft.com/free/).
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* Zendesk single sign-on (SSO) enabled subscription.
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## Scenario description
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In this tutorial, you configure and test Azure AD single sign-on in a test environment.
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In this tutorial, you configure and test Azure AD SSO in a test environment.
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* Zendesk supports **SP** initiated SSO
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* Zendesk supports [**Automated** user provisioning](zendesk-provisioning-tutorial.md)
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* Once you configure Zendesk you can enforce session control, which protect exfiltration and infiltration of your organization’s sensitive data in real-time. Session control extend from Conditional Access. [Learn how to enforce session control with Microsoft Cloud App Security](https://docs.microsoft.com/cloud-app-security/proxy-deployment-any-app).
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## Adding Zendesk from the gallery
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To configure the integration of Zendesk into Azure AD, you need to add Zendesk from the gallery to your list of managed SaaS apps.
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**To add Zendesk from the gallery, perform the following steps:**
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1. In the **[Azure portal](https://portal.azure.com)**, on the left navigation panel, click **Azure Active Directory** icon.
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![The Azure Active Directory button](common/select-azuread.png)
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2. Navigate to **Enterprise Applications** and then select the **All Applications** option.
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![The Enterprise applications blade](common/enterprise-applications.png)
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3. To add new application, click **New application** button on the top of dialog.
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![The New application button](common/add-new-app.png)
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4. In the search box, type **Zendesk**, select **Zendesk** from result panel then click **Add** button to add the application.
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![Zendesk in the results list](common/search-new-app.png)
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## Configure and test Azure AD single sign-on
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In this section, you configure and test Azure AD single sign-on with Zendesk based on a test user called **Britta Simon**.
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For single sign-on to work, a link relationship between an Azure AD user and the related user in Zendesk needs to be established.
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To configure and test Azure AD single sign-on with Zendesk, you need to complete the following building blocks:
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1. **[Configure Azure AD Single Sign-On](#configure-azure-ad-single-sign-on)** - to enable your users to use this feature.
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2. **[Configure Zendesk Single Sign-On](#configure-zendesk-single-sign-on)** - to configure the Single Sign-On settings on application side.
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3. **[Create an Azure AD test user](#create-an-azure-ad-test-user)** - to test Azure AD single sign-on with Britta Simon.
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4. **[Assign the Azure AD test user](#assign-the-azure-ad-test-user)** - to enable Britta Simon to use Azure AD single sign-on.
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5. **[Create Zendesk test user](#create-zendesk-test-user)** - to have a counterpart of Britta Simon in Zendesk that is linked to the Azure AD representation of user.
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6. **[Test single sign-on](#test-single-sign-on)** - to verify whether the configuration works.
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### Configure Azure AD single sign-on
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1. Sign in to the [Azure portal](https://portal.azure.com) using either a work or school account, or a personal Microsoft account.
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1. On the left navigation pane, select the **Azure Active Directory** service.
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1. Navigate to **Enterprise Applications** and then select **All Applications**.
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1. To add new application, select **New application**.
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1. In the **Add from the gallery** section, type **Zendesk** in the search box.
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1. Select **Zendesk** from results panel and then add the app. Wait a few seconds while the app is added to your tenant.
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In this section, you enable Azure AD single sign-on in the Azure portal.
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## Configure and test Azure AD single sign-on for Zendesk
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To configure Azure AD single sign-on with Zendesk, perform the following steps:
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Configure and test Azure AD SSO with Zendesk using a test user called **B.Simon**. For SSO to work, you need to establish a link relationship between an Azure AD user and the related user in Zendesk.
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1. In the [Azure portal](https://portal.azure.com/), on the **Zendesk** application integration page, select **Single sign-on**.
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To configure and test Azure AD SSO with Zendesk, complete the following building blocks:
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![Configure single sign-on link](common/select-sso.png)
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1. **[Configure Azure AD SSO](#configure-azure-ad-sso)** - to enable your users to use this feature.
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1. **[Create an Azure AD test user](#create-an-azure-ad-test-user)** - to test Azure AD single sign-on with B.Simon.
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1. **[Assign the Azure AD test user](#assign-the-azure-ad-test-user)** - to enable B.Simon to use Azure AD single sign-on.
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1. **[Configure Zendesk SSO](#configure-zendesk-sso)** - to configure the single sign-on settings on application side.
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1. **[Create Zendesk test user](#create-zendesk-test-user)** - to have a counterpart of B.Simon in Zendesk that is linked to the Azure AD representation of user.
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1. **[Test SSO](#test-sso)** - to verify whether the configuration works.
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2. On the **Select a Single sign-on method** dialog, select **SAML/WS-Fed** mode to enable single sign-on.
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## Configure Azure AD SSO
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![Single sign-on select mode](common/select-saml-option.png)
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Follow these steps to enable Azure AD SSO in the Azure portal.
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3. On the **Set up Single Sign-On with SAML** page, click **Edit** icon to open **Basic SAML Configuration** dialog.
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1. In the [Azure portal](https://portal.azure.com/), on the **Zendesk** application integration page, find the **Manage** section and select **single sign-on**.
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1. On the **Select a single sign-on method** page, select **SAML**.
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1. On the **Set up single sign-on with SAML** page, click the edit/pen icon for **Basic SAML Configuration** to edit the settings.
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![Edit Basic SAML Configuration](common/edit-urls.png)
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![Edit Basic SAML Configuration](common/edit-urls.png)
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4. On the **Basic SAML Configuration** section, perform the following steps:
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![Zendesk Domain and URLs single sign-on information](common/sp-identifier.png)
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a. In the **Sign on URL** text box, type a URL using the following pattern:
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`https://<subdomain>.zendesk.com`
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b. In the **Identifier (Entity ID)** text box, type a URL using the following pattern: `https://<subdomain>.zendesk.com`
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b. In the **Identifier (Entity ID)** text box, type a URL using the following pattern: `https://<subdomain>.zendesk.com`
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c. In the **Reply URL** text box, type a URL using the following pattern: `https://<subdomain>.zendesk.com/access/saml`
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> [!NOTE]
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> These values are not real. Update these values with the actual Sign on URL and Identifier. Contact [Zendesk Client support team](https://support.zendesk.com/hc/en-us/articles/203663676-Using-SAML-for-single-sign-on-Professional-and-Enterprise) to get these values. You can also refer to the patterns shown in the **Basic SAML Configuration** section in the Azure portal.
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> These values are not real. Update these values with the actual Sign on URL, Identifier and Reply URL. Contact [Zendesk Client support team](https://support.zendesk.com/hc/en-us/articles/203663676-Using-SAML-for-single-sign-on-Professional-and-Enterprise) to get these values. You can also refer to the patterns shown in the **Basic SAML Configuration** section in the Azure portal.
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5. Zendesk application expects the SAML assertions in a specific format. There are no mandatory SAML attributes but optionally you can manage from the **User Attributes** section on application integration page. On the **Set up Single Sign-On with SAML** page, click **Edit** button to open **User Attributes** dialog.
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1. Zendesk application expects the SAML assertions in a specific format. There are no mandatory SAML attributes but optionally you can manage from the **User Attributes** section on application integration page. On the **Set up Single Sign-On with SAML** page, click **Edit** button to open **User Attributes** dialog.
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![image](common/edit-attribute.png)
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6. In the **User Claims** section on the **User Attributes** dialog, configure SAML token attribute as shown in the image above and perform the following steps:
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a. Click **Add new claim** to open the **Manage user claims** dialog.
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![image](common/new-save-attribute.png)
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![image](common/new-attribute-details.png)
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b. In the **Name** textbox, type the attribute name shown for that row.
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c. Leave the **Namespace** blank.
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d. Select Source as **Attribute**.
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e. From the **Source attribute** list, select the appropriate attribute value.
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f. Click **Ok**
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g. Click **Save**.
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> [!NOTE]
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> [!NOTE]
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> You use extension attributes to add attributes that are not in Azure AD by default. Click [User attributes that can be set in SAML](https://support.zendesk.com/hc/articles/203663676-Using-SAML-for-single-sign-on-Professional-and-Enterprise-) to get the complete list of SAML attributes that **Zendesk** accepts.
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7. On the **Set up Single Sign-On with SAML** page, in the **SAML Signing Certificate** section, copy the **Thumbprint** and save it on your computer.
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1. On the **Set up Single Sign-On with SAML** page, in the **SAML Signing Certificate** section, copy the **Thumbprint** and save it on your computer.
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![Copy Thumbprint value](common/copy-certificatethumbprint.png)
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8. On the **Set up Zendesk** section, copy the appropriate URL(s) as per your requirement.
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1. On the **Set up Zendesk** section, copy the appropriate URL(s) based on your requirement.
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![Copy configuration URLs](common/copy-configuration-urls.png)
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a. Login URL
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### Create an Azure AD test user
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In this section, you'll create a test user in the Azure portal called B.Simon.
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b. Azure Ad Identifier
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1. From the left pane in the Azure portal, select **Azure Active Directory**, select **Users**, and then select **All users**.
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1. Select **New user** at the top of the screen.
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1. In the **User** properties, follow these steps:
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1. In the **Name** field, enter `B.Simon`.
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1. In the **User name** field, enter the [email protected]. For example, `[email protected]`.
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1. Select the **Show password** check box, and then write down the value that's displayed in the **Password** box.
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1. Click **Create**.
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c. Logout URL
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### Assign the Azure AD test user
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9. There are two ways in which Zendesk can be configured - Automatic and Manual.
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10. To automate the configuration within Zendesk, you need to install **My Apps Secure Sign-in browser extension** by clicking **Install the extension**.
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In this section, you'll enable B.Simon to use Azure single sign-on by granting access to Zendesk.
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![image](./media/zendesk-tutorial/install_extension.png)
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1. In the Azure portal, select **Enterprise Applications**, and then select **All applications**.
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1. In the applications list, select **Zendesk**.
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1. In the app's overview page, find the **Manage** section and select **Users and groups**.
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11. After adding extension to the browser, click on **Setup Zendesk** will direct you to the Zendesk application. From there, provide the admin credentials to sign into Zendesk. The browser extension will automatically configure the application for you and automate section **Configure Zendesk Single Sign-On**.
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![The "Users and groups" link](common/users-groups-blade.png)
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![image](./media/zendesk-tutorial/d2_saml.png)
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1. Select **Add user**, then select **Users and groups** in the **Add Assignment** dialog.
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### Configure Zendesk Single Sign-On
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![The Add User link](common/add-assign-user.png)
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1. If you want to setup Zendesk manually, open a new web browser window and log into your Zendesk company site as an administrator and perform the following steps:
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1. In the **Users and groups** dialog, select **B.Simon** from the Users list, then click the **Select** button at the bottom of the screen.
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1. If you're expecting any role value in the SAML assertion, in the **Select Role** dialog, select the appropriate role for the user from the list and then click the **Select** button at the bottom of the screen.
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1. In the **Add Assignment** dialog, click the **Assign** button.
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## Configure Zendesk SSO
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1. If you want to setup Zendesk manually, open a new web browser window and sign into your Zendesk company site as an administrator and perform the following steps:
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2. Click **Admin**.
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3. In the left navigation pane, click **Settings**, and then click **Security**.
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4. On the **Security** page, perform the following steps:
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![Security](././media/zendesk-tutorial/ic773089.png "Security")
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![Security](./media/zendesk-tutorial/ic773089.png "Security")
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![Single sign-on](././media/zendesk-tutorial/ic773090.png "Single sign-on")
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![Single sign-on](./media/zendesk-tutorial/ic773090.png "Single sign-on")
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a. Click the **Admin & Agents** tab.
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f. Click **Save**.
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### Create an Azure AD test user
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The objective of this section is to create a test user in the Azure portal called Britta Simon.
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1. In the Azure portal, in the left pane, select **Azure Active Directory**, select **Users**, and then select **All users**.
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![The "Users and groups" and "All users" links](common/users.png)
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2. Select **New user** at the top of the screen.
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![New user Button](common/new-user.png)
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3. In the User properties, perform the following steps.
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![The User dialog box](common/user-properties.png)
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a. In the **Name** field enter **BrittaSimon**.
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b. In the **User name** field type **brittasimon\@yourcompanydomain.extension**
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For example, [email protected]
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c. Select **Show password** check box, and then write down the value that's displayed in the Password box.
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d. Click **Create**.
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### Assign the Azure AD test user
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In this section, you enable Britta Simon to use Azure single sign-on by granting access to Zendesk.
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1. In the Azure portal, select **Enterprise Applications**, select **All applications**, then select **Zendesk**.
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![Enterprise applications blade](common/enterprise-applications.png)
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2. In the applications list, type and select **Zendesk**.
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![The Zendesk link in the Applications list](common/all-applications.png)
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3. In the menu on the left, select **Users and groups**.
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![The "Users and groups" link](common/users-groups-blade.png)
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4. Click the **Add user** button, then select **Users and groups** in the **Add Assignment** dialog.
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![The Add Assignment pane](common/add-assign-user.png)
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5. In the **Users and groups** dialog select **Britta Simon** in the Users list, then click the **Select** button at the bottom of the screen.
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6. If you are expecting any role value in the SAML assertion then in the **Select Role** dialog select the appropriate role for the user from the list, then click the **Select** button at the bottom of the screen.
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7. In the **Add Assignment** dialog click the **Assign** button.
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### Create Zendesk test user
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The objective of this section is to create a user called Britta Simon in Zendesk. Zendesk supports automatic user provisioning, which is by default enabled. You can find more details [here](Zendesk-provisioning-tutorial.md) on how to configure automatic user provisioning.
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> [!NOTE]
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> **End-user** accounts are automatically provisioned when signing in. **Agent** and **Admin** accounts need to be manually provisioned in **Zendesk** before signing in.
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1. Log in to your **Zendesk** tenant.
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1. Sign into your **Zendesk** tenant.
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2. Select the **Customer List** tab.
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3. Select the **User** tab, and click **Add**.
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![Add user](././media/zendesk-tutorial/ic773632.png "Add user")
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![Add user](./media/zendesk-tutorial/ic773632.png "Add user")
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4. Type the **Name** and **Email** of an existing Azure AD account you want to provision, and then click **Save**.
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![New user](././media/zendesk-tutorial/ic773633.png "New user")
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![New user](./media/zendesk-tutorial/ic773633.png "New user")
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> [!NOTE]
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> You can use any other Zendesk user account creation tools or APIs provided by Zendesk to provision Azure AD user accounts.
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### Test single sign-on
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## Test SSO
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In this section, you test your Azure AD single sign-on configuration using the Access Panel.
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When you click the Zendesk tile in the Access Panel, you should be automatically signed in to the Zendesk for which you set up SSO. For more information about the Access Panel, see [Introduction to the Access Panel](https://docs.microsoft.com/azure/active-directory/active-directory-saas-access-panel-introduction).
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## Additional resources
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- [List of Tutorials on How to Integrate SaaS Apps with Azure Active Directory](https://docs.microsoft.com/azure/active-directory/active-directory-saas-tutorial-list)
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- [ List of Tutorials on How to Integrate SaaS Apps with Azure Active Directory ](https://docs.microsoft.com/azure/active-directory/active-directory-saas-tutorial-list)
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- [What is application access and single sign-on with Azure Active Directory? ](https://docs.microsoft.com/azure/active-directory/active-directory-appssoaccess-whatis)
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- [What is conditional access in Azure Active Directory?](https://docs.microsoft.com/azure/active-directory/conditional-access/overview)
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- [Try Zendesk with Azure AD](https://aad.portal.azure.com/)
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- [What is application access and single sign-on with Azure Active Directory?](https://docs.microsoft.com/azure/active-directory/active-directory-appssoaccess-whatis)
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- [What is session control in Microsoft Cloud App Security?](https://docs.microsoft.com/cloud-app-security/proxy-intro-aad)
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- [What is Conditional Access in Azure Active Directory?](https://docs.microsoft.com/azure/active-directory/conditional-access/overview)
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- [How to protect Zendesk with advanced visibility and controls](https://docs.microsoft.com/cloud-app-security/proxy-intro-aad)
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- [Configure User Provisioning](zendesk-provisioning-tutorial.md)

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