Skip to main content

Setting up Zendesk with Traceless

This article explains how to integrate Zendesk with Traceless to secure your helpdesk.

Peter avatar
Written by Peter
Updated over a week ago

This guide will walk you through connecting your Zendesk account to Traceless. Once integrated, you'll be able to send identity verification requests to your customers and teammates directly through Zendesk, and securely transmit data and files leaving nothing in emails or tickets.

Prerequisites

Before you begin, make sure you have:

  • An active Traceless account with organization administrator permissions

  • An active Zendesk account with administrative access

  • Your Zendesk subdomain (the part before .zendesk.com in your Zendesk URL)

TLDR;

  1. Install Traceless from the Zendesk marketplace: https://www.zendesk.com/marketplace/apps/support/1169654/traceless/?queryID=259bb269d0ddf019f62b7877263352ac

  2. Log in to Traceless as an admin and go here: https://traceless.io/zendesk/connect/

  3. Enter in your Zendesk subdomain and click Connect to Zendesk

  4. Go to a ticket in Zendesk and see the Traceless integration

That's it! You now should see Traceless in your tickets in Zendesk. You might have to refresh the page once or twice.

Step-by-Step Integration Process

Step 1: Navigate to the Connection Page

  1. Log in to your Traceless account

  2. Navigate to the Zendesk integration page: https://traceless.io/zendesk/connect/

  3. You'll see a page titled "Connect Your Zendesk Services to Traceless"

Step 2: Enter Your Zendesk Subdomain

On the connection page, you'll see a form asking for your Zendesk subdomain.

  1. Look at your Zendesk URL - it will look something like: https://mycompany.zendesk.com

  2. Enter just the subdomain part (e.g., mycompany) in the text field

  3. The form will show a helpful hint: "This is the part before .zendesk.com in your Zendesk URL"

Example:

  • If your Zendesk URL is https://acmecorp.zendesk.com

  • Enter: acmecorp

Step 3: Initiate the Connection

  1. Click the "Connect to Zendesk" button

  2. You'll be automatically redirected to Zendesk's authorization page

Step 4: Authorize the Connection in Zendesk

  1. You'll see a Zendesk page asking you to authorize Traceless to access your Zendesk account

  2. Review the permissions being requested:

    • Write access

    • Read and write tickets

    • Read users

    • Read and write organizations

  3. Click "Allow" or "Authorize" to grant Traceless access to your Zendesk account

Step 5: Complete the Integration

  1. After authorizing, Zendesk will automatically redirect you back to Traceless

  2. Traceless will complete the integration process automatically:

    • Exchange authorization codes for secure access tokens

    • Save your connection credentials securely

    • Create or update a "Traceless" organization in your Zendesk account

    • Link your Traceless organization UUID to your Zendesk tenant

Step 6: Confirmation

  1. You'll be redirected to a completion page that says "Thank you for choosing Traceless"

  2. The integration is now complete and ready to use!

What Happens Behind the Scenes

During the integration process, Traceless:

  • Securely stores your credentials: Your Zendesk access tokens are encrypted and stored securely

  • Sets up automatic token refresh: Traceless automatically refreshes your access tokens when needed, so you don't have to reconnect

  • Creates a Traceless organization: A special "Traceless" organization is created or updated in your Zendesk account to facilitate the integration

  • Links your accounts: Your Traceless organization UUID is saved in your Zendesk organization notes, allowing the Zendesk app to identify your account

Using the Integration

Once integrated, you can:

  • Send identity verification requests through Zendesk tickets

  • Securely transmit data and files without leaving anything at rest

  • Access Traceless features directly from your Zendesk interface

Troubleshooting

"Invalid session state" Error

If you see this error, it means the connection process was interrupted. Simply start over from Step 1.

"Could not establish connection with Zendesk" Error

This usually means:

  • Your Zendesk subdomain was entered incorrectly

  • There was a network issue during the connection

  • Your Zendesk account doesn't have the necessary permissions

Solution: Double-check your subdomain and try again. If the problem persists, contact support at hello@traceless.com.

"Already integrated" Message

If you see this message, your Zendesk account is already connected to Traceless. You can manage your existing integration from your account settings.

Additional Resources

  • Setup Instructions: Click the "Setup Instructions" link on the connection page for detailed technical documentation

  • Zendesk Marketplace: View Traceless in the Zendesk Marketplace

  • Support: If you need help, visit our Knowledge Base or contact us at hello@traceless.com

Security Notes

  • All connections use OAuth 2.0, a secure industry-standard authentication protocol

  • Your credentials are encrypted and stored securely

  • Access tokens are automatically refreshed to maintain security

  • You can remove the integration at any time from your account settings

Removing the Integration

If you need to disconnect your Zendesk account from Traceless:

  1. Navigate to your integrations page: https://traceless.io/integrations/

  2. Find the Zendesk integration

  3. Click "Delete"

  4. Confirm the removal

This will securely remove all stored credentials and disconnect the accounts.

Note: You must be an organization administrator in Traceless to connect or disconnect integrations. If you don't have these permissions, contact your organization administrator.

Did this answer your question?