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Virtru Secure Share for Zendesk - Admin Guide

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About

If you are a new Virtru Secure Share for Zendesk customer, this article and the Get Started page are the best places to begin. The Get Started page will give you the exact steps you need to take. In this article, we will walk you through some key considerations that will help you decide how you want to configure and deploy Virtru. We'll also highlight best practices and additional features you may want to explore. 

Test First!

We recommend deciding your configuration and testing with a small pilot group before notifying all users. That will allow you to tailor the communication to your exact needs and user flows. See the Best Practices section below for more information.

Key Considerations

Phase #1: Configure Virtru

First, you need to decide is how you want to add users to your team. This will impact the steps your users need to take and how you will configure Virtru.

Option: Description Key Considerations
Manually Add Add your users manually via the Virtru Control Center
  • Recommended for organizations with less than 10-20 employees/licenses
  • Will not pull in aliases or group associations
  • Will send an invite to users when added. They will need to accept the invite to be added to your team/account
Google Workspace or Entra ID Sync Connect your Google Workspace or Entra ID account to Virtru and pull users in via a sync
  • Recommended for organizations with more than 10-20 employees/licenses
  • Will pull in all users without having to manually add them
  • Will also pull in group and alias associations
  • Will NOT send an invite to users when added - they are automatically on your team. 
  • Requires a few additional configuration steps (Google Workspace, Entra ID)
  • You may need to configure a Provisioning Group if you don't want to license your full org (note: provisioning groups are not yet supported with Secure Share, but will be soon). 

 

Phase #2: Installation

During the installation process, a Zendesk admin will generate an API Token to complete configuration. Whichever admin generates the token will have their display name appear in ticket updates whenever content is shared back to Zendesk by the ticket requester (or a cc'd party).

If there are concerns with using a particular admin's name, consider using a generic admin account to generate the token.

Phase #3: Teach Your Users 

This is a critical - and often overlooked - step in the configuration process. This step is important for a number of reasons:

  • It ensures end-users have the instructions and resources they need to start using Virtru immediately
  • It will save you time by deflecting end-user questions once you go-live
  • It reinforces "why" security is important and encourages adoption. 
  • It limits the chance of misconfiguration - which can unintentionally create security and compliance gaps

You can use this email template to help communicate the necessary information to your users. All you need to do is delete any irrelevant items and tweak as needed. 

End User Guide

This link includes everything your users will need to Get Started with Virtru Secure Share for Zendesk.

Best Practices & Additional Resources

Test Virtru before Go-live

Before pushing Virtru to a large group of users, we recommend testing with a small pilot group of users. Approaching deployments this way has a few benefits:

  • You'll get to see all the user flows in action and be able to better articulate the process to your users. 
  • If there are any issues or gaps, you can work with Virtru Customer Support to address them before they impact a larger audience. 

We've helped over 6,000 customers deploy Virtru. First impressions are lasting ones. That is why testing before going live and notifying users are the two biggest factors in a successful deployment. 

Additional Resources

Optional Features

In addition to choosing how you want to add users and install the add-in, there are other team settings you can configure. These settings are optional and can be configured or tweaked at a later date if needed. 

This optional step is recommended if you are looking for more granular user and security controls. If you are a smaller business who wants to get Virtru up and running as quickly as possible, you can skip this section. Actions to consider:

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