Preparing your Cloudset Account

When you install your first Cloudset App you will be guided through some preparatory steps including :

1. Choosing the Region that will store the data associated with your apps
2. Authenticating your Cloudset account with Zendesk
3. Completing your Contact Details

These steps only need to be completed once even if you purchase more than one app from us.

 

Data Region & Authentication

When you first click on the Cloudset app icon (1) in the Zendesk Sidebar, you will be presented with a page that allows you to specify your Data Region (2) and generate a Zendesk OAuth token associated with a Registered Admin User (3)

 

Data Region

Cloudset apps store configuration and runtime data for the solutions that you create. The geographical location where this data is stored may be of importance to you. 

Cloudset offers a choice of two data regions : 

• United States (US)
• Europe (EU)

Your choice of data region will apply not only to your first app, but also to all subsequent apps that you purchase from Cloudset.

NB You should take some time to consider your choice of data region carefully, because once it is established it cannot be changed. You may want to consult your company policies to see if they specify where data from third party applications should be stored. 

Once you have made your decision, select your desired data region from the dropdown :

 

 

You will be asked to confirm your selection by ticking the checkbox

 

 

Once your data region has been selected you can proceed to Authentication

 

Authentication

In order for Cloudset Apps to help you manage your tickets they need to be able to read details of how your Zendesk has been configured. They achieve this using the Zendesk REST API's which, for security, require an OAuth token generated by Zendesk

You can read more about the Zendesk OAuth mechanism here : Using OAuth authentication with your application.

Clicking the Authenticate button provides Cloudset with an OAuth token for your Zendesk account. This authentication token is based on the admin user who is logged in and pressing the button at the time. 

It is possible to forget or revoke the token so that a new one can be granted based on a different admin user. Details of how to do this are explained below - see Maintaining your Cloudset Account.

 

The "Authenticate with Zendesk" button is only enabled once your Data Region selection has been  confirmed with the checkbox (see the "Data Region" section above)

 

 

To proceed click the "Authenticate with Zendesk" button which will both : 

• Permanently establish your choice of Data Region
• Grant an OAuth Zendesk token to Cloudset that is linked to your Zendesk account

Because Cloudset enters into a dialog with Zendesk to grant the OAuth token, you may see a Zendesk permissions screen when following this authentication process for the first time; for example : 

 

Simply click the "Allow" button to let the Authentication process complete.

The authentication process is finished when you see the Cloudset "Authentication Result" screen :

 

The red numbers in the screenshot are for annotation purposes only

 

This page  : 

(1) Confirms that authentication was successful and an OAuth token has been granted to the Registered User

(2) Confirms that the choice of data region has now been established

(3) Requests that you refresh the page which will take you to the Contact Details page

 

Contact Details

In this final preparation step you are simply requested to fill out some information about your company, e.g. :

• your address,
• company domain name
• email contacts.

Some of the fields are mandatory and are marked with an asterisk. (*)

Here is an example of the Contact Details form that is in the process of being completed :

 

 

When all the fields have been entered, click the orange "Submit" button at the top of the form.

 

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And that's it! Cloudset Account preparation is complete and you can start configuring your solutions

From now on, whenever you click on the app icon in the Zendesk sidebar you will now be taken to the configurator page for your app.

 

Maintaining your Cloudset Account

At any time after the initial setup of your Cloudset account, you may  :

1. Update your Contact Details
2. Use the Cloudset App to forget your current OAuth token and issue a new one
3. Use Zendesk itself to revoke the OAuth token that Cloudset has been granted.

 

1) Update Contact Details

To make changes to your contact details simply

1. Click the Account > Contact Details link in the Cloudset App sidebar
2. Make any changes to the fields on the form
3. Press the orange submit button to register the updates

2) Forgetting/Reissuing your OAuth Token

You can click the Account > Zendesk(s) link to view the Admin User registered against your current OAuth token

If you wish to change this Registered User, you can use the "Forget Token" button on this panel to delete the existing token and follow a simple process to re-issue a new one. This process must be performed by the new admin user because the Registered User token is based on details of the user performing the operation at the time.

For more details on how to do this please see Cloudset Account Features

3) Revoking your OAuth Token

Similarly, re-authentication will be required if the OAuth token associated with your Cloudset account is revoked using the Zendesk Admininstration Security pages,

Cloudset will automatically take you through the same re-authentication process to issue a new token. You must complete this re-authentication before you can continue to configure your solutions

For more details on the re-authentication process please see Cloudset Account Features