Understanding and installing the Workday app for Zendesk Support

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<p id="docs-ai-summary-content">Integrate the Workday app to access employee data directly within tickets, enhancing your ticketing experience. Sign in using Workday credentials to view relevant employee information, aiding in quick resolutions. Customize the app to fit your needs, ensuring data security and flexibility. Install and connect the app via the marketplace, and manage its availability with options to turn off or disconnect as needed.</p>
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<div class="body">
<p class="p">If your organization uses Zendesk to manage employee support requests, integrating the
Workday sidebar app can significantly enhance your ticketing experience. The app allows
agents to access essential employee data directly within Zendesk tickets, expediting
ticket resolution and optimizing agent workflows. </p>
<div class="p">This article includes the following topics:<ul class="ul" id="workday_app_install__ul_cdz_1xj_jdc">
<li class="li"><a class="xref" href="#topic_spz_k3r_mdc">About the Workday app for Zendesk Support</a></li>
<li class="li"><a class="xref" href="#topic_tv2_5m3_ldc">Installing and connecting the Workday app</a></li>
<li class="li"><a class="xref" href="#topic_pj3_cbq_jdc">Turning off the Workday app</a></li>
<li class="li"><a class="xref" href="#topic_qky_bq3_ldc">Disconnecting the Workday app</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_spz_k3r_mdc">
<h2 class="title topictitle2" id="ariaid-title2">About the Workday app for Zendesk Support</h2>
<div class="body">
<p class="p">The Workday sidebar app integration with Zendesk enhances agents' efficiency by
offering a view of employee data directly within Zendesk tickets.</p>
<p class="p">For example, an HR agent working on tickets related to policy questions can view
information (such as the employee's position or employment status) without switching
to Workday. Similarly, an IT agent assisting with a hardware purchase can reference
an employee's address to determine where to send equipment.</p>
<p class="p">Agents sign in to the app from the Apps panel (<img class="image" id="topic_spz_k3r_mdc__image_ydq_grz_n4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_apps.png">) using their Workday credentials. After signing in,
agents see the ticket requester's employee data in the sidebar of a ticket. This
information is presented based on field matching you've configured between Workday
and Zendesk.</p>
<p class="p">
<img class="image img-screenshot" id="topic_spz_k3r_mdc__image_cxn_w1r_mdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_sidebar_app_worker.png" width="800">
</p>
<p class="p">The app is customizable by admins, as described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9391945391642" target="_blank">Configuring the Workday app for Zendesk Support</a>. The app
ensures data security by displaying only information that agents can access in
Workday. Additionally, the app supports multiple Workday and Zendesk instances,
ensuring flexibility for organizations with various configurations. </p>
<p class="p">Workday data will be cached for one hour to minimize API calls. Agents can refresh
the data on demand anytime by clicking the refresh icon available in the Workday
app.</p>
<p class="p"><img class="image img-screenshot" id="topic_spz_k3r_mdc__image_gv5_4f2_yfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_refresh_icon.png" width="300"></p>
<p class="p">Watch the video below for information about the Workday app for Zendesk Support.</p>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="true" class="iframe embed-responsive-item" controls="controls" height="360" src="https://www.youtube.com/embed/C84OgmQbdAU" width="640"></iframe></div>
<p class="p">Workday integration: Deliver fast employee service with insights (1:39)</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_tv2_5m3_ldc">
<h2 class="title topictitle2" id="ariaid-title3">Installing and connecting the Workday app</h2>
<div class="body">
<div class="p">To get your organization started with the Workday app, follow these steps:<ul class="ul" id="topic_tv2_5m3_ldc__ul_m2g_4n3_ldc">
<li class="li"><a class="xref" href="#topic_qlr_1n3_ldc">Step 1: Create an OAuth client
in Workday</a></li>
<li class="li"><a class="xref" href="#topic_ipz_bn3_ldc">Step 2: Install and connect
the Workday app</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_qlr_1n3_ldc">
<h3 class="title topictitle3" id="ariaid-title4">Step 1: Create an OAuth client in Workday</h3>
<div class="body">
<p class="p">Workday uses OAuth 2.0 for authorization, which requires setting up an OAuth 2.0
client in Workday. This allows Zendesk to obtain secure access to your data in
Workday. You must be a Workday administrator to create an OAuth client.</p>
<p class="p">After you save the OAuth configuration, Workday generates a Client ID and Client
Secret. Save these securely, as they will be needed when creating the Workday
configuration in Zendesk.</p>
<p class="p"><strong class="ph b">To set up an OAuth 2.0 client in Workday</strong></p>
<ol class="ol" id="topic_qlr_1n3_ldc__ol_cd5_1p1_ldc">
<li class="li">Log in to your Workday account as an administrator.</li>
<li class="li">In the Workday search bar, type <strong class="ph b">Edit Tenant Setup - Security</strong>, then
select the matching option from the search results list.</li>
<li class="li">Scroll down to the OAuth 2.0 Settings section and turn on the <strong class="ph b">OAuth
2.0</strong> configuration.</li>
<li class="li">Configure the API client:<ul class="ul" id="topic_qlr_1n3_ldc__ul_ot3_kp1_ldc">
<li class="li">
<strong class="ph b">Search</strong>: Select <strong class="ph b">Register API Client</strong>.</li>
<li class="li">
<strong class="ph b">Client Name</strong>: Enter a meaningful name for your client
(example: "Zendesk sidebar app").</li>
<li class="li">
<strong class="ph b">Client Grant Type</strong>: Choose <strong class="ph b">Authorization Code</strong>. See
<a class="xref" href="https://datatracker.ietf.org/doc/html/draft-ietf-oauth-security-topics" target="_blank">OAuth 2.0 Security Best Current
Practice</a> for more information about grant types.</li>
<li class="li">
<strong class="ph b">Client Redirect URL</strong>: Enter
<code class="ph codeph">https://zis.zendesk.com/api/services/zis/connections/oauth/callback</code>
</li>
</ul>
</li>
<li class="li">Assign the necessary <strong class="ph b">API scopes</strong> (permissions) for the app to access
Workday data. For example, include Workday API scopes like employee
information (such as the Workday Human Resources API).<ul class="ul" id="topic_qlr_1n3_ldc__ul_fsj_kr4_ldc">
<li class="li">Add <code class="ph codeph">system</code>, as it is a required scope.</li>
<li class="li">For security purposes, provide the app with only the minimally
required permissions.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">After saving, a new page appears. Workday generates values for the following
fields, which will be required for connection, authentication, and token
generation. Record these values and securely save them. <ul class="ul" id="topic_qlr_1n3_ldc__ul_on5_mt4_ldc">
<li class="li">Client ID</li>
<li class="li">Client Secret</li>
<li class="li">Token Endpoint URL</li>
<li class="li">Authorization Endpoint URL</li>
</ul>
<div class="note important" id="topic_qlr_1n3_ldc__note_nql_qmb_ldc">
<span class="importanttitle">Important:</span> The Client Secret will
<em class="ph i">be displayed only once</em>. Copy and save it in a safe place,
such as in a password manager.</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ipz_bn3_ldc">
<h3 class="title topictitle3" id="ariaid-title5">Step 2: Install and connect the Workday app</h3>
<div class="body">
<p class="p">The Workday sidebar app can be installed from the Zendesk Marketplace.</p>
<p class="p"><strong class="ph b">To install the Workday app</strong></p>
<ol class="ol" id="topic_ipz_bn3_ldc__ol_mdf_f1q_jdc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Apps &gt; Zendesk Support
apps</strong>.</span></li>
<li class="li">Click <strong class="ph b">Marketplace</strong>.</li>
<li class="li">In the <strong class="ph b">Keywords</strong> search box, type <strong class="ph b">Workday</strong> to locate the Workday
app.</li>
<li class="li">Click the <strong class="ph b">Workday</strong> app, then click <strong class="ph b">Install</strong>.</li>
<li class="li">Review the terms and conditions, then select the checkbox to accept.<p class="p">You
are directed to the Workday configuration page Admin Center.</p>
<p class="p">
<img class="image img-screenshot" id="topic_ipz_bn3_ldc__image_hbh_lfr_mdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_zendesk_config.png" width="500">
</p>
</li>
<li class="li">Complete the fields on the Workday configuration page.<ul class="ul" id="topic_ipz_bn3_ldc__ul_c1c_bjv_ldc">
<li class="li">
<strong class="ph b">Integration name</strong>: Enter a name for the integration. If you
are setting up multiple connections, give the integration a
meaningful name, such as the company or brand name to which the
connection applies.</li>
<li class="li">
<strong class="ph b">OAuth grant type</strong>: Select <strong class="ph b">Authorization code</strong> or
<strong class="ph b">Client credentials</strong>. See <a class="xref" href="https://datatracker.ietf.org/doc/html/draft-ietf-oauth-security-topics" target="_blank">OAuth 2.0 Security Best Current
Practice</a> for more information about grant types.</li>
<li class="li">Enter these values in their respective fields. These values were
provided in Workday when you created the <a class="xref" href="#topic_qlr_1n3_ldc">OAuth client</a> in
step 1.<ul class="ul" id="topic_ipz_bn3_ldc__ul_d1c_bjv_ldc">
<li class="li">Client ID</li>
<li class="li">Client Secret</li>
<li class="li">Authorize URL</li>
<li class="li">Token URL</li>
<li class="li">Scopes</li>
</ul>
</li>
</ul>
</li>
<li class="li">Select the <strong class="ph b">Built by Zendesk Terms of Use</strong> checkbox to confirm you
agree to the terms of this integration.</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">The Workday app is connected and turned on for agents.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_pj3_cbq_jdc">
<h2 class="title topictitle2" id="ariaid-title6">Turning off the Workday app</h2>
<div class="body">
<p class="p">If you want to hide the Workday app from agents temporarily, you can turn it off. The
app will no longer be visible to agents in the Apps panel.</p>
<p class="p"><strong class="ph b">To turn off the Workday app for agents</strong></p>
<ol class="ol" id="topic_pj3_cbq_jdc__ol_t3n_jb3_ldc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_pj3_cbq_jdc__d8e1947" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click <strong class="ph b">Workday</strong> in the list.</li>
<li class="li">If you have multiple connections set up, click the name of the Workday
connection you want to turn off.</li>
<li class="li">Clear the <strong class="ph b">Turn on Workday app for Zendesk Support</strong> checkbox.<div class="p">
<br><img class="image img-screenshot" id="topic_pj3_cbq_jdc__image_s32_lnc_pmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_turn_off.png" width="600"><br>
</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_qky_bq3_ldc">
<h2 class="title topictitle2" id="ariaid-title7">Disconnecting the Workday app</h2>
<div class="body">
<p class="p">You can disconnect the Workday app if you no longer want to use it in your Zendesk
account. The app will no longer be visible to agents in the Apps panel, and you'll
have to create a new Workday configuration if you decide to use the app again.</p>
<p class="p"><strong class="ph b">To disconnect the Workday app</strong></p>
<ol class="ol" id="topic_qky_bq3_ldc__ol_kjd_nq3_ldc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_qky_bq3_ldc__d8e1947" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click <strong class="ph b">Workday</strong> in the list.</li>
<li class="li">If you have multiple connections set up, click the name of the Workday
connection you want to disconnect.</li>
<li class="li">Click <strong class="ph b">Actions</strong>, then click <strong class="ph b">Disconnect</strong> from the drop-down menu.</li>
<li class="li">Click <strong class="ph b">Disconnect</strong> in the confirmation message.</li>
</ol>
</div>
</div>
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