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Hosted Gateway Integration with Zendesk and Google Workspace

  • Updated

Zendesk

Zendesk is a customer support platform that lets businesses connect with their customers on various channels - from phone, email, social media, to knowledge base support.

No matter where customers want to connect, Zendesk brings all your customer interactions to one easy to use platform for tracking support requests, training agents, etc.

 

 

 

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Email Relay (Google Workspace)

In order to use your existing email tenant (Google Workspace) to deliver email from Zendesk, Email relay will need to be configured. There are 2 key components within Zendesk that need to be configured:

Note

This does not cover email communications that include attachments Reference here: https://support.zendesk.com/hc/en-us/articles/4408835030426-Enabling-automatic-ticket-creation-for-your-Gmail-inbox

If your workflow includes attachments or any file exchanges please look at our native Zendesk integration here: https://support.virtru.com/hc/en-us/articles/6605921514135-Secure-Share-for-Zendesk-Overview

 

Support Addresses

  • Admin 
  • Email
  • Support Addresses

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Send Via Gmail

  • Admin 
  • Email
  • Send Via Email (enable)

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Outbound Emails

For outbound emails that need to be routed to the Virtru Data Protection Gateway for encryption. We recommend the following configuration:

 Zendesk & Gmail Configuration

  1. Email Relay is configured in Zendesk and email is flowing to your Gmail Environment
  2. Triggering Compliance Rule(s) is Configured 

Outbound Encrypt Hosted Gateway Configuration

  1. Hosted Gateway Gmail Outbound

*Please note that all email addresses that are sending email from Zendesk through the Gateway need to be licensed Virtru users

 

Inbound Emails

For inbound emails that need to be routed to the Virtru Data Protection Gateway for decryption. We recommend the following configuration:

 

Zendesk & Google Workspace Configuration

  1. Zendesk Routing Address is configured 
    • This is configured in the Email setup page in Zendesk, which is referenced above

 

Inbound Decrypt Hosted Gateway Configuration

  1. Hosted Gateway Gmail Inbound

 

*Please note that all email addresses that are sending email from Zendesk through the Gateway need to be licensed Virtru users

 

Ticket Threading 

 Virtru supports Zendesk case threading via MessageID, In Reply To & References.

Additional Information regarding Zendesk Ticket threading can be found via the following link:

Zendesk Ticket Threading

Triggering Compliance Rule

 

In order for the Gmail compliance rule to trigger based on the key words we’ve configured, we need to ensure that the email from Zendesk contains the keyword(s).

 

The following methods have been tested:

 

  • A user manually adds the keyword to the subject line
  • An administrator can create a macro in the email page which will add the keyword to the subject line
    • Additional Zendesk references can be found via the following link
  • An administrator/user can create a custom email template with the keyword added to the subject line
    • Additional Zendesk references can be found via the following link




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