Before integrating any of Forethought’s products into your Zendesk instance, there are a few important setup steps to complete.
1. Create a Forethought Integration User
Note: If you do not have seats available to create a new user, you may proceed to Step 2 and authorize Forethought while logged into any existing Zendesk admin account.
However, if that user is ever deleted, suspended, or loses admin permissions, Forethought’s integration will break. You’ll need to restore access or reauthorize using another admin account.
For this reason, we strongly recommend using a dedicated integration user whenever possible.
Creating a dedicated Forethought integration user gives you complete control over the access Forethought has to your Zendesk environment. This user allows Forethought to interact with your instance via the Zendesk API.
How to Create the Integration User:
- Create a new user in your Zendesk instance.
- Assign full admin permissions for both Support and Guide. To do this:
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- Go to Admin Center in Zendesk.
- Navigate to Team members in the sidebar.
- Click the newly created Forethought user.
- In the top right corner, click Manage in Admin Center.
- In the Role dropdowns, assign Admin for both Support and Guide.
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Once this user is created and properly permissioned, continue to the next step to authorize Forethought.
2. Authorize Forethought
Once you’ve completed the prerequisite user creation steps in your Zendesk environment, you can proceed to connect your Zendesk instance with Forethought.
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Access the Forethought Dashboard
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- Navigate to the Forethought Dashboard.
- In the left-hand panel, you’ll see various sections and subsections. As you progress through implementation, each section will correspond to the Forethought products you’ve purchased.
- For now, go to Settings > Integrations.
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Select the Zendesk Connector
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- Scroll down the Integrations page and find the connector labeled Zendesk.
- Click it. A side panel will appear on the right.
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Complete These Required Steps Before Connecting
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- In Zendesk, ensure you're logged in as the Integration User created in Step 1.
- In the Forethought Dashboard, enter your Zendesk domain (e.g., https://example.zendesk.com/), which is the base URL your agents use.
- See the sample video below:
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Connect
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- Once you've confirmed the above, click Connect.
- The connection status in the top right corner should change from Disconnected to Connected.
- Close the side panel. The Zendesk connector will now appear at the top of the Integrations page under Active.
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With this setup complete, Forethought is now authorized to begin pulling and indexing your Zendesk data.
If you run into any issues at all please reach out to your Forethought Customer Success team or submit a support request here.
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