Integrations

Connect DZDESK with other systems and services.

Available Integrations

Identity Providers

Provider	Purpose	Status
Azure Entra ID	SSO, User sync	Available
Google Workspace	SSO, User sync	Available

Planned Integrations

Integration	Purpose	Status
Email-to-Ticket	Auto-create from email	Planned
Microsoft Teams	Notifications	Planned
Slack	Notifications	Planned
Webhooks	Custom integrations	Planned

Identity Provider Integration

Azure Entra ID

Configuration Steps

1. Navigate to Settings > Integrations > Identity
2. Select Azure Entra ID
3. Enter configuration:
   • Tenant ID
   • Application (Client) ID
   • Client Secret
4. Save and test connection

Required Azure Permissions

Grant these API permissions:

• User.Read (Sign in and read profile)
• User.ReadBasic.All (Read all users' basic profiles)
• Group.Read.All (For group sync)

User Sync Options

Option	Description
JIT Only	Users created on first login
Full Sync	Sync all users from Azure
Group-Based	Sync specific Azure groups

Google Workspace

Configuration Steps

1. Navigate to Settings > Integrations > Identity
2. Select Google Workspace
3. Enter configuration:
   • Domain
   • OAuth Client ID
   • OAuth Client Secret
4. Save and test connection

Required Scopes

• openid
• profile
• email
• (Optional) Directory API for sync

API Integration

REST API

DZDESK provides a REST API for:

• Creating requests programmatically
• Updating request status
• Querying request data
• User management

See API Reference for details.

Authentication

API authentication options:

• API Keys (for server-to-server)
• OAuth 2.0 (for user context)

Rate Limits

Plan	Requests/minute
Standard	60
Professional	300
Enterprise	Custom

Webhook Integration (Planned)

Outbound Webhooks

Send events to external systems:

• Request created
• Status changed
• SLA breach
• Custom events

Configuration

1. Go to Settings > Integrations > Webhooks
2. Click Add Webhook
3. Configure:
   • URL endpoint
   • Events to send
   • Secret key
   • Retry policy

Payload Format

{
  "event": "request.created",
  "timestamp": "2024-01-15T14:30:00Z",
  "data": {
    "requestId": "1234",
    "title": "Cannot access email",
    "priority": "High",
    "status": "Open"
  }
}

Email Integration (Planned)

Email-to-Ticket

Convert emails to requests:

• Dedicated support email
• Auto-create requests
• Preserve attachments
• Thread replies

Configuration

1. Configure email forwarding
2. Set up parsing rules
3. Define default values
4. Test with sample email

Email Threading

• Replies linked to original request
• Subject line matching
• Reply-to address handling

Notification Integrations (Planned)

Microsoft Teams

Send notifications to Teams:

• Channel notifications
• Direct messages
• Adaptive cards

Slack

Send notifications to Slack:

• Channel messages
• Direct messages
• Interactive buttons

Custom Integration Development

Using the API

Build custom integrations using:

• REST API endpoints
• Webhooks for events
• OAuth for user context

Integration Examples

Monitoring Integration

• Alert system creates request
• Updates status on resolution
• Syncs comments

Asset Management

• Link requests to assets
• Pull asset info into requests
• Update asset status

Reporting Integration

• Extract request data
• Feed into BI tools
• Custom dashboards

Security Considerations

API Security

• Use HTTPS only
• Rotate API keys regularly
• Limit key permissions
• Monitor API usage

Webhook Security

• Verify webhook signatures
• Use HTTPS endpoints
• Validate payloads
• Implement retry handling

Data Privacy

• Review data shared
• Comply with regulations
• Document integrations
• Audit access

Troubleshooting

Identity Provider Issues

Users Can't Login

• Verify configuration
• Check permissions in provider
• Test connection
• Review error logs

Sync Not Working

• Check service account
• Verify permissions
• Review sync logs
• Test manually

API Issues

Authentication Failed

• Verify API key
• Check key permissions
• Ensure key not expired

Rate Limited

• Implement backoff
• Cache responses
• Request limit increase

Webhook Issues

Not Receiving Events

• Verify endpoint URL
• Check server logs
• Test with webhook tester
• Review DZDESK logs

Best Practices

Integration Planning

1. Document requirements
2. Plan data flow
3. Consider security
4. Test thoroughly

Maintenance

1. Monitor integration health
2. Review logs regularly
3. Update credentials
4. Test after changes

Security

1. Use service accounts
2. Minimum necessary permissions
3. Secure credential storage
4. Regular audits

Related Topics

• API Reference - API documentation
• Tenant Setup - Initial configuration
• Security & Compliance - Security details