Only Account Owners or administrators in Zendesk can connect helpdesk solutions to Sprout Social at this time; light agents or regular users can’t.
Whoever connects a helpdesk account to Sprout is the person whose name appears as the ticket creator/requester in Zendesk.
If you are an administrator or owner in Zendesk and are still having connection issues, make sure you’re using the correct link to sign in. Some users have reported an SSO redirect/looping with login, so check to see that your URL is correct.
Note: You must be the Account Owner of your Sprout account to connect Zendesk or HubSpot Service Hub.
For continued issues connecting Zendesk, take the following steps for additional troubleshooting:
Confirm that 2 Factor Authentication is disabled within Zendesk
If an agent or admin enabled 2-factor authentication in their user profile in Zendesk, this user can’t use basic authentication to connect Zendesk to any other third party app.
This article from Zendesk’s Help Center provides further insight into enabling and disabling 2-Factor Authentication in your account.
Make sure API password access is enabled in Zendesk:
- Navigate to Admin > Channels > API
- Select Enabled under Password Access.
- Click Save.