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Zendesk <> Lessonly Integration
To integrate Zendesk with Lessonly, download the Lessonly application in Zendesk's Marketplace. The app can be found here, free of charge.
Next, follow the prompts to install the Lessonly application. Two fields are required to complete the installation:
subdomain
token
To locate these values, you'll first need to contact Support at support@lessonly.com and request that the Zendesk integration be enabled. Afterward, follow these steps to complete the integration:
Navigate to Settings and select Integrations.
Locate the security token under the heading Zendesk Integration. If there is no token, select the Generate Token button.
Copy the subdomain and token and paste them into their respective fields in Zendesk.
Once installed, Lessonly can be accessed from the toolbar on the left side of a ticket.
After selecting the Lessonly icon, the user will be automatically signed into Lessonly based on the email address associated with your Zendesk account. If the email address is not present in Lessonly, a new user account will be created.
How to Utilize the Zendesk Integration
When a ticket in progress is open in Zendesk, a Lessonly window appears on the right-hand side of the screen opening to either My Assignments or the Learn tab.
Once opened lessons can be taken without having to leave Zendesk.
Does Lessonly Store Information from Zendesk?
Lessonly integrates with Zendesk in two ways. The standard integration stores no customer information. Under the second integration, Zendesk Practice, real Zendesk tickets are pushed into Lessonly in order to create authentic training scenarios. When using Zendesk practice activities, the following information is stored:
Zendesk ticket ID
When the Zendesk ticket was created
The name of the person who requested the ticket
Ticket subject
Ticket description
This ticket data remains in its original form on Lessonly's servers. Lessonly allows users to edit a copy of the original data - this then allows them to re-use the same ticket and change the data accordingly to meet their needs.
Accessing Lessonly through Zendesk SSO
If users run into issues when logging in via Zendesk with SSO please follow the steps below for the specific browser you are using:
Browser-Specific Notes
Browsers that are blocking all third-party cookies are going to prevent Lessonly login inside of Zendesk. The new popup method alone doesn't overcome that. The following are some browser-specific notes to help clients manage the problem.
Chrome
All methods tested show the new third-party login popups, and login is successful when third-party cookies are allowed globally
When third-party cookies are blocked, a blocked-cookie icon in the address bar gives a shortcut to allow cookies from Lessonly: click "Show cookies and other site data" > "Blocked" tab > change to ALLOW: lessonly.com > then refresh the Zendesk tab to allow cookies from Lessonly
Without one of the above methods to allow the cookie, login is not possible
Firefox
All methods tested show the new third-party login popups, and login is successful when third-party cookies are allowed globally
When third-party cookies are blocked, an exception for Lessonly can be created in Settings > Privacy & Security > Cookies and Site Data > Manage Permissions > enter company domain (https://DOMAIN.lessonly.com) > Allow > Save Changes then refresh the Zendesk tab to allow cookies from Lessonly
Without one of the above methods to allow the cookie, login is not possible
Safari
"Normal" email and password authorization requires the Web Tracking setting to be turned off to get logged in the first time, and the setting may be turned back on after that without logging the user out
There are no allow listing approaches to allow just Lessonly past the restriction
Edge
All methods should work.
IE11
Not supported by Zendesk.
If you are still looking for more details, check out this quick lesson to read more about Zendesk.
Questions? Contact the Support team at support@lessonly.com