For AI agents: a documentation index is available at the root level at /llms.txt and /llms-full.txt. Append /llms.txt to any URL for a page-level index, or .md for the markdown version of any page.
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  • Service Management
    • Overview
    • Concierge & Ticketing Capabilities Overview
    • Forms
    • Forms - Integration Specific Guides
    • Live Agent Chat / Handoff
    • Triage
    • Approval Mirroring
    • Ticket Interception
    • Generic Ticketing Integration: Ticket Gateway
  • Administration
    • MyMoveworks
    • Organization Information
    • Roles and Permissions
    • MyMoveworks SSO
  • Moveworks Setup
    • Accessing Moveworks Setup
    • First-Time Login via Magic Link
    • Moveworks Setup Modules
    • Moveworks Setup: Module How To Guides
    • Plugin Management
    • Monitor Alerts
    • Audit Logs
    • DSL Fields Defaults
    • Data Crawling View
    • API Playground
    • Setup Homepage
    • Troubleshooting Hub
    • Security and Privacy Settings
    • Configuration Delete
    • Advanced Config Editor
    • Identity configuration
    • Onboarding Stage
  • Security
    • Security
    • Hyperlink & Button Expiry
    • Attachment Handling
    • Moveworks Subprocessors
  • Provision Management
    • Overview
    • Access Software
    • Access Groups
    • Access Account
  • Access Requirements
    • Overview
    • Update Set Modules
    • Ticketing Systems & ITSMs Access
      • ServiceNow Access Requirements
      • ServiceNow for HR Access Requirements
      • Jira Service Desk Permission (On-Prem) Access Requirements
      • Moveworks Jira Application (for Jira Cloud)
      • Jira Service Management (Cloud) - Access Requirements
      • Zendesk Access Requirements
      • Freshservice Access Requirements
      • Freshdesk Access Requirements
      • Salesforce Access Requirements
      • BMC Remedy/Helix Access Requirements
      • BMC Remedyforce Access Requirements
      • Cherwell Access Requirements
      • Ivanti Service Manager Access Requirements
      • ManageEngine (Cloud) Access Requirements
      • ManageEngine (On-Prem) Access Requirements
      • SolarWinds Samange Access Requirements
      • Sysaid Access Requirements
    • Identity and Access Management Systems Access
    • Multi-Factor Authentication (MFA) Systems Access
    • Knowledge Access Requirements
    • Email Distribution List Systems Access
    • Facilities Management Access
    • Live Agent Chat Access
    • HR Information System Access
    • Expense Management Access
    • Calendar Management Access
  • Core Platform
    • User Identity
    • Moveworks On-Prem Agent
    • Approvals Engine
    • Entity Catalog
    • Configuration Languages
    • Moveworks Data Objects
    • SIEM
  • Employee Experience Insights
    • Overview
    • Breaking Down the Dashboard
    • Understanding Industry Benchmarks
    • Apps & Services
    • Impact Module
    • EXI Common Use Cases
    • Configure EXI
    • Ticket Backpolling
  • Knowledge Studio
    • Overview
    • Knowledge Studio Configuration
    • AI Powered Recommendations
    • Inspecting & Verifying Sources
    • Publishing Articles
    • Creating Knowledge Articles
    • Resolving IT Tickets Guidance
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On this page
  • Service accounts in production environment and in test/dev
  • Create the service accounts in Zendesk
Access RequirementsTicketing Systems & ITSMs Access

Zendesk Access Requirements

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Built with

The Moveworks service interacts with your Zendesk platform so that the Moveworks bot can:

  • Monitor tickets for autonomous resolution
  • Reach out to an employee when a Zendesk ticket needs the employee’s attention
  • Create tickets to log issues the bot has resolved autonomously
  • Create tickets for issues that require an agent’s attention
  • Load knowledge base articles so that the bot can serve them to employees
  • Read the Zendesk user roster so that the bot can log and assign issues appropriately

Service accounts in production environment and in test/dev

To perform the actions listed above, Moveworks needs service accounts in two Zendesk instances :

  • In your production Zendesk instance. This service account allows the Moveworks service to read and update tickets, and it allows Moveworks to read users and KB articles. The Service Account should be a Full Agent and not a Light Agent.
  • In your testing environment, preferably the one closest to your production environment, such as a dev, test, or staging instance. We use this for testing purposes before we deploy bot changes in production. The Service Account should be a Full Agent and not a Light Agent.

Create the service accounts in Zendesk

Follow the steps below to create and share the Moveworks service account:

  1. Create a new Role:
  2. Grant the following permissions to the role:
    1. Tickets
      1. Kinds of tickets this agent can access: “All”
      2. “Can edit ticket properties” enabled
      3. “Can edit ticket tags” enabled
    2. People
      1. Access to end-user profiles: “Read only”
      2. May this user view lists of user profiles? “Can view all users in your account”
    3. Tools
      1. What can this agent do with views? “See views only”
      2. What can this agent do with macros? “Cannot add or edit”
  3. Create a new Moveworks bot user.
  4. Give the user the role you created for Moveworks. Pass this account’s email address to your Moveworks Customer Success team.
  5. Create a new token and share the credentials of this account with your Moveworks Customer Success Engineer.
    1. Ensure the Token Access is set to Enabled