Zendesk SAML SSO

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Zendesk SAML SSO

Tom Osenbach 20

I'm having an issue where we have a Json and SAML login within our Zendesk platform. I've followed the Microsoft SAML SSO documentation and have it working via the direct link, but when I go to the myapps/microsoft apps portal, it redirects me to the JSON Login. Anybody else face this issue?

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Goutam Pratti 6,170 Microsoft External Staff Moderator

Hello @Tom Osenbach ,

Thank you for reaching out Microsoft Q&A.

I Understand that you are following Microsoft SAML SSO documentation for Zendesk Platform and you are directly initiating the login flow using direct link but when you go to the myapps/microsoft apps portal, it redirects to the JSON Login.

As it is being redirected to the JSON login while accessing through the MyApps portal, please make ensure that in the Basic SAML Configuration section, you provide the Zendesk URL in the Sign on URL text box using the following pattern: https://<subdomain>.zendesk.com. You can verify the correct Sign on URL in the SAML Configuration page, in which you can contact the Zendesk Client support team to obtain these values.

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If the issue persists after checking the points mentioned above, make sure to attach a screenshot that you're encountering when accessing through the MyApps portal for better troubleshooting the issue.

for additional information follow: https://learn.microsoft.com/en-us/entra/identity/saas-apps/zendesk-tutorial?source=recommendations
https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/application-sign-in-other-problem-access-panel

Hope this helps. Do let us know if you any further queries.

Best Regards,
Goutam Pratti.

Tom Osenbach 20 Reputation points

2025-02-07T15:11:12.1666667+00:00
Tom Osenbach 20 Reputation points

2025-02-07T15:11:21.1+00:00
Tom Osenbach 20 Reputation points

2025-02-07T15:11:39.7266667+00:00

Here are two screen shots of what I see when I sign in via MyApps
Goutam Pratti 6,170 Reputation points Microsoft External Staff Moderator

2025-02-10T08:39:34.1666667+00:00

Hello @Tom Osenbach ,

Thank you for the prompt Response.

As per the above screen shots it is redirecting to the login page. Because When you click the Zendesk tile from My Apps, this will redirect to Zendesk Sign-on URL which you configured in the Zendesk SAML SSO Page.
Can you elaborate the issue that you are facing for better troubleshoot the issue?

Best Regards,
Goutam Pratti.
Tom Osenbach 20 Reputation points

2025-02-10T13:33:11.9833333+00:00

So the issue that I"m facing is that the Bottom screen shot that is showing up above is the JSON sign on page.

I have the URL set to redirect to the SAML SSO page per the documentation but it still keeps redirecting to the JSON SSO page.
I need it to redirect to the SAML SSO for Team Member/Agent Sign on
Goutam Pratti 6,170 Reputation points Microsoft External Staff Moderator

2025-02-12T05:35:04.18+00:00

Hello @Tom Osenbach ,

Thank you for your prompt Response.

Please ensure that the JSON web token is marked as inactive in the Zendesk Sign-on configuration, and only SAML should be selected. Additionally, could you provide insights into the Sign-on URL you configured in Azure SAML settings to help the issue?
Goutam Pratti 6,170 Reputation points Microsoft External Staff Moderator

2025-02-13T08:22:43.1266667+00:00

Hello @Tom Osenbach ,

We haven’t heard from you on the last response and was just checking back to see if you
have checked the details from the above response.
Tom Osenbach 20 Reputation points

2025-02-13T13:40:04.94+00:00

Here is our SAML set up per the microsoft instructions. I'd prefer not to turn off the JSON as that is what is used by the End Users. SAML is set up for Team Members
Goutam Pratti 6,170 Reputation points Microsoft External Staff Moderator

2025-02-14T08:51:45.8066667+00:00

Hello @Tom Osenbach ,

Thank you for sharing the details.

The URL that is redirecting from the above screen is not the SAML URL; instead, it is redirecting to the OAuth URL as per the below screen shot.This is a Jason Web Token which you configured for end users. This May be because you have created the application with two protocols, i.e., SAML and OAuth. These two applications with the same name in the Azure portal—one using OAuth and the other using SAML. When trying to access it through the My Apps portal, here the application shown is the one with Oauth configuration and redirecting accordingly. The SAML application you configured may not be appearing in the My Apps portal. To resolve this, ensure that you enable self-service access for the Configured SAML Zendesk application so that it appears in the portal.
For additional Information and steps follow: https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/manage-self-service-access

If you have any further questions or need additional assistance, please don’t hesitate to reach out.
Goutam Pratti 6,170 Reputation points Microsoft External Staff Moderator

2025-02-17T11:19:05.22+00:00

Hello @Tom Osenbach ,

We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet. In case if you have any resolution please do share that same with the community as it can be helpful to others. Otherwise, will respond with more details and we will try to help.
Tom Osenbach 20 Reputation points

2025-02-17T18:54:24.6933333+00:00

This is the documentation that I followed for SAML SSO. https://learn.microsoft.com/en-us/entra/identity/saas-apps/zendesk-tutorial

What is my URL supposed to be then if it's what I got from the Microsoft documentation?
Goutam Pratti 6,170 Reputation points Microsoft External Staff Moderator

2025-02-24T16:33:13.2566667+00:00

Hello @Tom Osenbach ,

Thank you for reaching out Microsoft Q&A.

As we discussed in the offline regarding the issue where you have a Json and SAML login within your Zendesk platform. You have followed the Microsoft SAML SSO documentation and have it working via the direct link, but when you go to the myapps/microsoft apps portal, it redirects me to the JSON Login.

We identified that the redirect URI you configured was redirecting to JSON instead of SAML. After this discovery, we updated the redirect URI to the desired one, allowing you to log in through My Apps as intended.

Do let us know if you any further queries.

If this answers your query, do click Accept Answer and Yes for the above answer helpful. And, if you have any further query do let us know.

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