Nextiva NEXT - Zendesk Setup Guide

Overview

Use this guide to install and connect Zendesk from the NEXT Marketplace.

The integration uses OAuth 2.0 authentication to sync tickets, users, and conversation events between Zendesk and NEXT.

Before You Begin

Ensure the following:

• You have Zendesk Support admin or owner access.

• You can create OAuth clients in Zendesk.

• You have NEXT Marketplace install permissions.

• You have secure storage for OAuth credentials.

Important:
The Zendesk admin account used during authorization determines the access scope for the integration.

Required Connection Details

You will need the following values:

• Subdomain

• Authentication type

• (Optional) Custom OAuth profile

• OAuth Client ID and Secret (for authorization)

Prepare Zendesk

Create an Oauth Client

1. Log in to Zendesk Admin Center.

2. Navigate to:
   Apps and Integrations → Zendesk API → OAuth Clients

3. Select Add OAuth client.

4. Enter a name (for example, NEXT Marketplace Integration).

5. Paste the Redirect URL provided in the NEXT installer.

6. Set the client type to Confidential.

7. Save the client.

After saving:

• Copy the Client ID

• Copy the Client Secret

Store both securely.

Warning:
The Client Secret is only shown once. Save it before leaving the page.

Install Zendesk in NEXT

Step 1: Open the App in Marketplace

1. Navigate to Marketplace.

2. Select Zendesk.

3. Select Install.

4. Accept the Terms and Privacy Policy.

5. Select Next.

Step 2: Enter Connection Details

On the Connection Details screen:

Subdomain

Enter only the prefix of your Zendesk URL.

Example:

If your URL is:

https://acme.zendesk.com

Enter:

acme

Note: Do not include https:// or .zendesk.com.

Authentication Type

Ensure the value is:

• OAuth 2.0

Important:
OAuth 2.0 is the only supported authentication method for this integration.

Custom Oauth Profile (Optional)

• Leave blank unless your IT team has configured one.

• Select a profile only if explicitly instructed.

Connect

1. Select Connect.

2. Select Next.

Step 3: Sign in to Zendesk

You will be redirected to Zendesk.

1. Log in as a Zendesk admin.

2. Review the requested permissions.

3. Select Allow.

You will be redirected back to NEXT.

Step 4: Installation Complete

If successful, you will see:

Installation Complete

Select:

• Done to exit, or

• Manage apps to review the integration.

Verify the Connection

After installation:

1. Navigate to Manage Apps → Zendesk.

2. Confirm the status shows Active.

3. Create or update a test ticket in NEXT.

4. Confirm it appears in Zendesk.

Troubleshooting

Authorization Failed

• Confirm the redirect URL matches exactly.

• Ensure OAuth client is configured correctly in Zendesk.

• Verify you are logged in as an admin user.

Invalid Subdomain

• Ensure only the subdomain is entered.

• Do not include protocol or domain suffix.

Token Expired or Revoked

1. Navigate to Manage Apps → Zendesk.

2. Select Revalidate.

3. Complete OAuth authorization again.

Records Not Syncing

• Confirm the admin user has access to tickets and users.

• Verify scopes and permissions in Zendesk.

• Reauthorize the integration if needed.