Configure Zendesk for UserLock Single Sign-On (SSO)

Enable Single Sign-On (SSO) for Zendesk with UserLock to centralize authentication, enforce access policies, and streamline user access to the support portal.

Published October 14, 2025
Useful resources

Introduction

This guide explains how to integrate Zendesk with UserLock Single Sign-On (SSO) using the SAML 2.0 protocol.

Once configured, Zendesk logins are authenticated by UserLock against Active Directory, allowing administrators to enforce UserLock access policies (MFA, time, machine, or location restrictions) on SSO sessions.

🚩️ Before starting:

Step 1. Enable Zendesk in UserLock SSO

  1. In the UserLock console, go to ⚙️ Server settings ▸ Single Sign-On.

  2. In the list of applications, select Zendesk.

  3. Fill in the fields with the following values:

    Settings

    Values

    Application Domain

    Your Zendesk instance domain
    (e.g. https://yourdomain.zendesk.com)

    Email domain

    The email domain used by users to sign in (e.g. contoso.com)

  4. Save the profile.

Step 2. Configure Zendesk for Single Sign-On

  1. From your Zendesk Admin Center, go to Admin ▸ Settings ▸ Security.

  2. Under the Global tab, click Manage security settings in Admin Center.


  3. Under the Single sign-on tab, locate the SAML section and click Configure.

  4. Complete the form using the following values:

    Field

    Value

    SAML enabled

    ✅ Checked

    SAML SSO URL

    https://<SSO_address>/saml/sso

    Certificate fingerprint

    1. In the UserLock console, go to ⚙ Server settings ▸ Single Sign-On.

    2. Click on Download ▸ SAML certificate

    3. Open the downloaded file with a text editor (e.g. Notepad) and copy its contents.

    Remote logout URL

    https://<SSO_address>/connect/endsession


  5. Save the form.

  6. Activate the option External Authentication for Staff Members. Ensure that the Single sign-on option is selected.

  7. Click Save when finished. Zendesk is now configured to use UserLock SSO.

Troubleshooting

For common issues, see Troubleshooting SSO.
If the problem persists, please contact IS Decisions Support.

Handling SSO unavailability

If SSO temporarily fails or you need to regain access manually:

  1. Go to https://<yourZendeskDomain>.zendesk.com/access/sso_bypass

  2. Enter a valid email address. Zendesk will provide a bypass URL for direct login.

Next steps

You can extend the security of SSO sessions by applying UserLock access policies in addition to authentication.