In This Article
Zendesk <> Seismic Learning Integration
To start, contact Support at support@seismic.com and request that the Zendesk integration be enabled.
Next, download the application in Zendesk's Marketplace. The app can be found here, free of charge.
Now, follow the prompts to install the application. You must fill in the following information to complete the installation:
Subdomain
Token
To locate these values:
Select the gear icon > Settings > Integrations.
Locate the security token under the heading Zendesk Integration. If there is no token, select Generate Token.
Copy the subdomain and token and paste them into their respective fields in Zendesk.
Once installed, Seismic Learning can be accessed from the toolbar on the left side of a ticket.
When you select this icon, you are automatically signed into Seismic Learning based on the email address associated with your Zendesk account. If the email address is not present in Seismic Learning, a new user account is created.
How to Utilize the Zendesk Integration
When a ticket in progress is open in Zendesk, a Seismic Learning window appears on the right-hand side of the screen, open to either My Assignments or the Learn tab.
Once opened, lessons can be taken without leaving Zendesk.
Does Seismic Learning Store Information from Zendesk?
Seismic Learning 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 Learning 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 Seismic Learning's servers. Learning allows users to edit a copy of the original data, which allows them to re-use the same ticket and change the data accordingly to meet their needs.
Accessing Seismic Learning 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 Learning 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 Learning: select "Show cookies and other site data" > "Blocked" tab > change to ALLOW: seismic.com > then refresh the Zendesk tab to allow cookies from Seismic Learning
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 Learning can be created in Settings > Privacy & Security > Cookies and Site Data > Manage Permissions > enter company domain (https://DOMAIN.seismic.com) > Allow > Save Changes then refresh the Zendesk tab to allow cookies from Learning
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 allowlisting approaches to allow just Learning past the restriction
Edge
All methods should work.
Questions? Contact the Support team at support@lessonly.com