---
sourceDocument: Australia Asset Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-asset-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Asset Management

ft:clusterId :

    - itam

bundleId :

    - itam

workflow :

    - Technology


---

# Integrating with Zendesk

# Integrating with Zendesk {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read

Integrating your Software Asset Management application with the Zendesk application enables you to track your software subscriptions and to reclaim unused licenses.  
Important:  
Minimize security risks and protect information by granting access only to the necessary user or API permissions.{#integrate-with-zendesk__table_box__entry__3}

| Process | Required user role in the Zendesk application | Authentication scopes |
|-|-|-|
| Download subscriptions | Light Agent | None |
| Pull user activity | Light Agent | None |
| Reclaim subscription | admin | None |
[Table 1. Minimal user permissions]

{#integrate-with-zendesk__box-title}

## Create a Zendesk OAuth client {#ariaid-title2}

Create an OAuth client for authenticating Zendesk API
requests.

### Before you begin

Zendesk Role required: admin

### Procedure

1. From a web browser, open [Zendesk](https://www.zendesk.com).
2. Log in using your admin credentials.
3. On the left navigation menu of the Zendesk Agent Workspace, select the Admin icon (![Admin icon.]()).
4. Go to the Admin Center from the Admin page and from the Admin menu, navigate to Apps and IntegrationsAPI.  
   The Zendesk API page opens.
5. Select the OAuth Clients tab and then select Add OAuth client.
6. On the form, fill in the fields.  
   {#create-zendesk-oauth-client__table_aym_sgf_cqb__entry__2}

   | Field | Description |
   |-|-|
   | Client name | Name of the OAuth client. |
   | Description | Brief description of the OAuth client. |
   | Company | Name of the company whose data the OAuth client grants access to through the Zendesk API. The company name is displayed during authentication of your Zendesk API requests. This field populates automatically based on the company that your Zendesk account is associated with. However, you can modify the company name as needed. |
   | Logo | Logo that is displayed during authentication of your Zendesk API requests. Select the green square to locate and select the logo that you want to display. |
   | Unique identifier | Unique identifier for the OAuth client. This field populates automatically based on the OAuth client name that you specified in the Client name field. However, you can modify the unique identifier as needed. Note: The unique identifier is used only in the Zendesk code. |
   | Client kind | This field must be set to Confidential. Confidential authentication clients run on secure servers, where their credentials can be kept safe. |
   | Redirect URLs | URL of the OAuth provider that users are redirected to after authentication. Enter <kbd class="ph userinput">https://<var class="keyword varname">instance</var>.service-now.com/oauth_redirect.do</kbd>, where \<<var class="keyword varname">instance</var>\> is the name of your ServiceNow instance. |
   [Table 2. Create a new OAuth client form]

   {#create-zendesk-oauth-client__table_aym_sgf_cqb}
7. Select Save.
8. On the dialog box, select OK.  
   The dialog box closes and the form reloads.
9. Copy the value from the Secret field.  
   Save the Secret value in a secure location for later use.

## Create a Zendesk integration profile {#ariaid-title3}

Create a Zendesk integration profile to track software subscriptions
and optimize licensing for your Zendesk applications.

### Before you begin

To create a Zendesk integration profile, request the Software Asset Management - SaaS License Management plugin
(sn_sam_saas_int) from the [ServiceNow Store](https://store.servicenow.com/).

ServiceNow Role required: sam_integrator  
Important:  
You must select the Zendesk Spoke check box for this integration while installing optional features on the [Application Manager](https://www.servicenow.com/docs/access?context=application-manager&version=australia&pubname=australia-platform-administration&ft:locale=en-US) page. For more information about choosing the required SaaS applications, see [Request SaaS License Management](https://servicenow-prod.fluidtopics.net/ltQ10fYPUIpL7abgEH0~7A "Request the Software Asset Management - SaaS License Management plugin (sn_sam_saas_int) so that you can create and manage integrations with your SaaS and Single Sign-on (SSO) applications. You can use these integrations to track license usage and to reclaim unused licenses.").

### About this task

If you're using Software Asset Workspace, the option to create the Zendesk integration profile in Core UI is inactive.

### Procedure

1. Navigate to the integration profile.

   | Interface | Action |
   | Core UI | 1. Navigate to AllSoftware AssetSaaS LicenseDirect Integration Profiles. 2. Select New. 3. Select Zendesk Integration Profile. {#create-integration-profile-zendesk__ol_ijd_bjk_qtb} |
   | Software Asset Workspace | 1. Navigate to License operationsUser SubscriptionsDirect integration profiles. 2. Select New. 3. Select Zendesk from the drop-down list. 4. Select Continue. {#create-integration-profile-zendesk__ol_wjd_bjk_qtb} |
   |-|-|

   {#create-integration-profile-zendesk__choicetable_o3p_z3k_qtb}
2. On the form, fill in the fields.  
   {#create-integration-profile-zendesk__table_v44_nq1_wmb__entry__2}

   | Field | Description |
   |-|-|
   | Display Name | Name of the integration profile. For example, <kbd class="ph userinput">Zendesk Integration</kbd>. |
   | Status | Status of the integration profile. * If you have not published the integration profile, this field is automatically set to Draft. * If you have already published the integration profile, this field is automatically set to Published. {#create-integration-profile-zendesk__ul_uhj_3tb_ybc} |
   | Profile Type | Type of integration profile. This field is automatically set to Zendesk Subscription. |
   [Table 3. Integration Profile form]

   {#create-integration-profile-zendesk__table_v44_nq1_wmb}
3. Review the required user roles or API permissions specified in the Vendor configuration field for each process to minimize security risks and optimize SaaS licenses.  
   Note:  
   For more information, see [Minimal user permissions](https://servicenow-prod.fluidtopics.net/yCFD3J_L3bYkXKZYXgZyBw#integrate-with-zendesk "Integrating your Software Asset Management application with the Zendesk application enables you to track your software subscriptions and to reclaim unused licenses.") table.
   1. In the Download Subscription Subflow section, verify that the Subflow field is set to Zendesk Download Subscriptions.  
      Note:  
      The Download subscriptions check box is selected by default and you can't clear it.
   2. In the Reclaim Subscription Subflow section, verify that the Subflow field is set to Zendesk Reclaim Subscription.  
      Note:  
      The Reclaim subscriptions check box is selected by default. If you don't want to reclaim subscriptions, you can clear this check box. If you clear it, the removal candidates are created but the reclaim subscription subflow isn't triggered or the reclamation process isn't initiated.
   {#create-integration-profile-zendesk__substeps_rcm_pwm_vcc}
4. Select Save.  
   Your ServiceNow instance creates a draft integration profile.

   The Connection \& Credential field appears and is automatically set to
   sn_zendesk_spoke.Zendesk.
5. Open the connection \& credential aliases record by selecting the preview icon ![]() next to the Connection \& Credential field and then selecting Open Record in the record preview.
6. On the Connection \& Credential Aliases form, select the Create New Connection \& Credential related link.
7. In the Create Connection and Credential dialog box, fill in the fields.  
   {#create-integration-profile-zendesk__table_xd2_qht_lnb__entry__2}

   | Field | Description |
   |-|-|
   | Connection Information ||
   | Connection Name | Name of the Zendesk connection. This field populates automatically. |
   | Connection URL | URL for the connection. Enter <kbd class="ph userinput">https://&lt;subdomain&gt;.zendesk.com</kbd>, where \<<var class="keyword varname">subdomain</var>\> is your organization subdomain. |
   | Credential Information ||
   | OAuth Client ID | Unique identifier for your Zendesk OAuth client. Enter the same unique identifier that you specified in [Create a Zendesk OAuth client](https://servicenow-prod.fluidtopics.net/yCFD3J_L3bYkXKZYXgZyBw#create-zendesk-oauth-client "Create an OAuth client for authenticating Zendesk API requests."). |
   | OAuth Client Secret | Secret that is assigned to your Zendesk OAuth client. Enter the same secret that you copied in [Create a Zendesk OAuth client](https://servicenow-prod.fluidtopics.net/yCFD3J_L3bYkXKZYXgZyBw#create-zendesk-oauth-client "Create an OAuth client for authenticating Zendesk API requests."). |
   | OAuth Redirect URL | URL of the OAuth provider that users are redirected to after authentication. This field populates automatically based on the redirect URL that you specified in [Create a Zendesk OAuth client](https://servicenow-prod.fluidtopics.net/yCFD3J_L3bYkXKZYXgZyBw#create-zendesk-oauth-client "Create an OAuth client for authenticating Zendesk API requests."). |
   [Table 4. Create Connection dialog box]

   {#create-integration-profile-zendesk__table_xd2_qht_lnb}
8. Select Create and Get OAuth Token.  
   Note:  
   For the role required to perform this step, refer to the [Minimal user permissions](https://servicenow-prod.fluidtopics.net/yCFD3J_L3bYkXKZYXgZyBw#integrate-with-zendesk "Integrating your Software Asset Management application with the Zendesk application enables you to track your software subscriptions and to reclaim unused licenses.") table.
9. On the Zendesk OAuth authorization dialog box, select Authorize.  
   The OAuth access token becomes available for authorizing your Zendesk connection.
10. On the integration profile form, select Validate Connection to verify the connection and credential details of this integration.  
    Validating the connection verifies the Download Subscriptions APIs, but not the Reclaim Subscriptions APIs.
11. After the connection is verified, select Publish.
12. In the Publish Confirmation dialog box, select OK.
{#create-integration-profile-zendesk__steps_xcy_2xj_bpb}

### What to do next

After the integration connects, your ServiceNow instance automatically creates software models, reclamation rules, and software subscriptions that are refreshed daily.  
After creating an integration profile, view information about the profile in the Software Asset Workspace by navigating to License operationsUser subscriptionDirect integration profiles. You can select an integration profile to view the following related lists. If all of the following related lists aren't visible for an integration profile in the default view, you can select the custom integration view from the Details tab:

* Software Models
* Unrecognized Subscription Identifiers
* Scheduled Jobs
* Scheduled Job Results
* Software Subscriptions
* Subscription Identifier Exclusion Rule
* Subscription User Exclusion Rule
{#create-integration-profile-zendesk__ul_gxp_qfk_rfc}

After creating an integration profile, you can define subscription exclusion rules to keep certain subscriptions from license cost calculations. For more information, see [Subscription exclusions for SaaS and SSO applications](https://servicenow-prod.fluidtopics.net/kwS~TWLEZdf67e7UjappHg#subscription-exclusions "Define subscription exclusions for your SaaS and SSO applications to optimize your licensing costs by keeping the excluded subscriptions out of license cost calculations.").

If you want to set up multiple integration profiles with unique connections, create child aliases to manage different configurations and settings for each integration profile. For more information, see [Create a child alias to set up multiple integration profiles](https://servicenow-prod.fluidtopics.net/o5L0ctEzWkFYzYxMhh78ew "Create a child alias to set up multiple integration profiles with unique connections and manage different configurations for each integration profile.").

Review all automatically generated reclamation rules to reclaim user subscriptions. For more information, see [Review a software reclamation rule](https://servicenow-prod.fluidtopics.net/QjHAOC5kmvypyG1Pph5iIQ "Use reclamation rules to cancel user subscriptions that have limited to no activity.").  
Create software entitlements for the automatically generated software models to track used software against owned software.

* For more information on creating software entitlements in the Software Asset Management Core UI, see [Create entitlements in Software Asset Management Core UI](https://servicenow-prod.fluidtopics.net/8ZR9KWQ1FY73pUmBw_wZRQ "Create entitlements in the Software Asset Management Core UI application to record your license details and allocate purchased software rights to users or devices.").
* For more information on creating software entitlements in the Software Asset Workspace, see [Create entitlements in workspace](https://servicenow-prod.fluidtopics.net/ZvL7kERffOGQ6dpBU_744w "Create entitlements in the Software Asset Workspace to enter your license details and allocate purchased software rights to users or devices.").
* For more information on creating software entitlements using the Software Asset Management Playbook, see [Create entitlements using the guided walk-through](https://servicenow-prod.fluidtopics.net/rw30KUYxwGuwCDdFtc0mOg "Use the guided walk-through playbook for a step-by-step process of creating entitlements.").
{#create-integration-profile-zendesk__ul_cbz_vhr_sqb}  
Reconciliation also runs on your subscriptions as a scheduled job or on-demand. You can view your reconciliation results in the [License Workbench](https://servicenow-prod.fluidtopics.net/K_GziLbR~smXeeWp0kcdNw "Review reconciliation results in a simplified workbench view.") (Software Asset Management classic application) or the [License usage view](https://servicenow-prod.fluidtopics.net/Ct5YAvsPFESpnVaeLwu5_w "Use the license usage view as a single plane to understand the license position of all software products, remediate non-compliance, view reconciliation results, view, or add removal candidates, and view Software Asset Management related reports.") (Software Asset Workspace). Use these results to determine your license compliance position and to remediate any non-compliance.

* For more information on running reconciliation in the Software Asset Management classic application, see [Run software reconciliation in Software Asset Management classic](https://servicenow-prod.fluidtopics.net/Pic766RsbcGCoP1GsB_9RA "Reconciliation is run as a scheduled job (default is weekly), but you can also run reconciliation manually to reconcile software products in your environment on demand.").
* For more information on running reconciliation in the Software Asset Workspace, see [Run software reconciliation in the workspace](https://servicenow-prod.fluidtopics.net/SUHzxdFqMeO8rQemacW3sA "Reconciliation is run as a scheduled job (default is weekly), but you can also run reconciliation manually to reconcile software products in the Software Asset Workspace environment on-demand.").
{#create-integration-profile-zendesk__ul_qgf_zhr_sqb}

*[\>]: and then