Zendesk

Zendesk is a cloud-based software-as-a-service help desk management solution provides companies with a method of tracking and responding to customer service requests. It provides customizable tools to build customer service portals, knowledge bases, and online communities.

In order to integrate Zendesk with Relyance AI you will need a Zendesk Subdomain, Client ID, Client Secret, and follow an OAuth2 flow.

In Zendesk:

You will need to create an OAuth 2.0 application in Zendesk.

1. Login to your Zendesk account.
2. Go to the Admin Center.
3. Click on the Apps and integrations section in the left-side navigation menu.
4. Select the Zendesk API menu item.
5. Navigate to the OAuth Clients tab.
6. Click on the Add OAuth client.
7. Fill all the fields:

Client name: Relyance AI Description: << A quick description >> Company: << Your Help Center name >> Logo: See attached Unique identifier: relyance_ai Redirect URLs: https://root.relyance.ai/api/oauth2

8. Under Client Kind select Confidential.
9. Click Save.
10. Scroll to the bottom of the page to get the Secret.

11. Copy the Unique Identifier and Secret to be used in Relyance AI as the Client ID and Client Secret. The Client ID, as per the settings above, will be 'relyance_ai'.
12. The Zendesk Subdomain will be the subdomain found in your Admin Center's URL.

Permissions and limits

Zendesk has one method, Oauth2 / App Token, taking the Zendesk Subdomain, Client ID and Client Secret of an OAuth client you create. The authorisation requests the read scope, and write in addition when DSR fulfilment is enabled — without write, a DSR delete cannot be carried out.

Maximum Number of Records is required and defaults to 5000. It caps how much Relyance pulls per scan, so raise it if your ticket volume is higher than that and you need full coverage.

In the Relyance AI application:

1. Login to your Relyance account.
2. Navigate to the Settings Menu in the bottom left-hand side.
3. Select Integrations.
4. Click on the Vendor Integration tab.
5. Find the Zendesk integration card and click it to open its connections.
6. Under Authentication Method, choose Oauth2 / App Token.
7. Paste the Zendesk Subdomain, Client ID, and Client Secret into their respective fields.

9. Click Authenticate.
10. This will bring up Zendesk to allow Relyance permissions to connect. Click Allow. An admin account will be required to allow the integration app.
11. At this point, you should see the following result on the Vendor Integrations page:

12. Congratulations, you are now connected to Zendesk.

Manage this integration with Terraform

Connections for this integration can be managed as code with the Relyance Terraform provider. Non-secret fields go in auth.params; secret fields go in auth.secrets_wo, which is write-only — never stored in Terraform state. Rotate secrets by bumping auth.secrets_wo_version.

The OAuth (browser authorization) method uses a browser authorization flow, so the connection is created in the Relyance app. Manage it in Terraform afterwards by importing it (terraform import relyance_integration_connection.example zendesk/<connection_id>) or reading it with the relyance_integration_connection data source.