Troubleshooting Zendesk Connection Settings

Only Account Owners or administrators in Zendesk are able to connect helpdesk solutions to Sprout Social at this time; light agents or regular users cannot.

Whoever connects a helpdesk account to Sprout will be the person whose name appears as the ticket creator/requester in Zendesk.

If you are an administrator or owner in Zendesk and are still having connection issues, make sure you're using the correct link to sign in. Some users have reported an SSO redirect/looping with login, so please check to see that your URL is correct.

Note: You must be the Account Owner of your Sprout account to connect Zendesk or HubSpot Service Hub.

For continued issues connecting Zendesk, the following steps can be taken for additional troubleshooting: 

1. Please confirm that 2 Factor Authentication is disabled within Zendesk

If an agent or admin has enabled 2-factor authentication in their user profile in Zendesk, this user will not be able to use basic authentication to connect Zendesk to any other third party app.

This article from Zendesk's Help Center provides further insight into enabling and disabling 2 Factor Authentication in your account.

2. Make sure API password access is enabled in Zendesk:

  • In Zendesk, navigate to Admin > Channels > API 
  • Under Password Access, check Enabled.
  • Hit Save

 

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