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Integrate Zendesk with Seismic Learning
Integrate Zendesk with Seismic Learning

Give support agents ready access to Seismic Learning's powerful training software

Joanna Brenneman avatar
Written by Joanna Brenneman
Updated over a year ago

In This Article

  1. Zendesk <> Seismic Learning Integration

  2. How to Utilize the Zendesk Integration

  3. Does Seismic Learning Store Information from Zendesk?

  4. Accessing Seismic Learning through Zendesk SSO

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:

  1. Select the gear icon > Settings > Integrations.

  2. Locate the security token under the heading Zendesk Integration. If there is no token, select Generate Token.

  3. 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

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