Zendesk tools setup

Use Zendesk tools to let Glean Assistant and agents add comments to Zendesk tickets without leaving Glean. Users can post public replies or internal notes on existing tickets directly from Glean, keeping support conversations and context in one place.

info

To connect the Zendesk MCP server to an agent using a shared service identity, see Set up Zendesk MCP service credential. This page documents the per-user OAuth setup for Zendesk Tools.

With this setup, you can:

• Enable the Zendesk tools for a connector instance
• Configure the supported authentication method for the tool you are using
• Decide which agents and surfaces can use these tools

important

Glean tools respect native Zendesk permissions. Users can only add comments to tickets they are authorized to view in Zendesk.

Prerequisites

Before enabling Zendesk tools:

• The Zendesk connector must be configured and successfully crawling content
• You must be able to access the Glean Admin console
• A Zendesk admin can create and authorize an OAuth client for your Zendesk instance

note

You do not need to create a custom OAuth client if you use Central authentication. A custom OAuth client is required only when you set up Custom authentication.

Setup instructions

1. In Glean, go to Admin console → Platform → Tools.
2. Click Add.
3. From Add pre-set tools, select Zendesk tools under Tool templates.
4. In the Configuration tab:
   • Add the Instance Name.
   • Select the connected Connector Instance to link this tool to your Zendesk instance.
   • Configure authentication using the tabs below, based on your requirements.

Configure authentication

Zendesk tools support Central and Custom authentication.

Central authentication (Recommended)

Use this option to use the default OAuth app already configured for you. This is the quickest way to start using Zendesk tools.

1. Select Central under the Authenticate section.
2. Click Save.
3. Click Edit settings under the Enable Tools section to make tools visible for all or some users within Glean and agents.

note

End users are prompted to connect their Zendesk account the first time they run a tool, and tokens are managed centrally afterward.

Custom authentication

Use this option if you require a customer-owned Zendesk OAuth client.

Create a new OAuth client in Zendesk

1. Navigate to your Zendesk Admin Center.
2. Go to Apps and integrations → APIs → Zendesk API.
3. Click the OAuth Clients tab, then click Add OAuth Client.
4. Fill in the following details:
   • Client Name: A descriptive name, for example, Glean Tools
   • Description: For example, OAuth client for Glean integration
   • Company: Your company name
   • Logo URL: Optional
5. Click Save to create the OAuth client.

Copy the client credentials

1. Copy the Client ID (also called Unique Identifier).
2. Copy the Client Secret. Store it securely — Zendesk shows it only once.

Enter credentials in Glean and generate the callback URL

1. In Glean, on the tool's Configuration page, select Custom under the Authenticate section.
2. Paste the Client ID and Client Secret into the matching fields.
3. Click Save. Glean generates a Callback URL at the bottom of the Authenticate section. Copy it.

Add the callback URL to your OAuth client

1. Return to your Zendesk OAuth client settings and edit the client you created.
2. Paste the Callback URL from Glean into the Redirect URLs field.
3. Save your changes.

Enable the tools

Click Edit settings under the Enable Tools section to make tools visible for all or some users within Glean and agents.

info

Zendesk access tokens are long-lived, so teammates do not need to reconnect Zendesk tools daily. If you see repeated re-authentication prompts, see Troubleshooting tools authentication.

See also

• Full list of available Zendesk tools and their references: Zendesk tools
• Troubleshoot authentication: Troubleshooting tools authentication
• How the review flow works for write tools: Human-in-the-loop experience for tools