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How to manage Zendesk instances

Updated

This guide shows you how to manage Zendesk instances in mit.available.dk.

Prerequisites

  • You must be logged in to mit.available.dk
  • You must have the tenant:zendesk_instances:view permission to view Zendesk instances
  • You must have the tenant:zendesk_instances:manage permission to create or edit instances
  • You must have a Zendesk subdomain and API credentials

Access Zendesk instances

  1. Log in to mit.available.dk
  2. Click "Organisation" in the navigation menu
  3. Select "Zendesk" from the dropdown menu
  4. Click "Instances"

You can also go directly to /zendesk-instances.

View existing instances

On the instances page, you can see all your Zendesk instances with:

  • Subdomain - Your Zendesk subdomain (e.g. "your-company")
  • URL - Link to your Zendesk instance
  • Department - Which department the instance is linked to
  • Licence type - Which type of Zendesk licence
  • Payment interval - Whether payment is monthly or annual
  • Contract period - The length of the contract

Create a new Zendesk instance

  1. Click the "Add instance" or "Create instance" button
  2. Fill in the form:
    • Subdomain - Your Zendesk subdomain (required)
    • Department - Choose which department the instance should be linked to (required)
    • Payment interval - Choose monthly or annual payment
    • Licence type - Choose which type of Zendesk licence
    • Contract period - Choose the length of the contract
  3. Click "Create instance"

The instance is created and appears in the list.

Configure API credentials

For the instance to work correctly, you must configure API credentials:

  1. Find the instance in the list
  2. Click "Configure API" or a similar button
  3. Enter:
    • API Email - Your Zendesk API email
    • API Token - Your Zendesk API token
  4. Click "Save credentials"

Important: API credentials are used to integrate with Zendesk. Make sure they are correct.

Edit an existing instance

  1. Find the instance in the list
  2. Click "Edit" or use the menu next to the instance
  3. Update the desired information
  4. Click "Save changes"

The changes are saved and displayed immediately.

Configure language

Some instances can be configured with specific languages:

  1. Find the instance in the list
  2. Click "Configure language" or a similar button
  3. Choose the languages the instance should support
  4. Click "Save language"

This affects which languages are used in integrations and plugins.

Delete a Zendesk instance

  1. Find the instance in the list
  2. Click "Delete" or use the menu next to the instance
  3. Confirm the deletion

Important: Deleting an instance cannot be undone. Make sure this is correct before you confirm. The instance must not have active licences or integrations before it can be deleted.

View instance details

  1. Find the instance in the list
  2. Click the instance or the "View details" button
  3. View detailed information about the instance

You can see:

  • All information - Complete information about the instance
  • Associated licences - Licences linked to the instance
  • Integrations - Integrations that use the instance

Error handling

Cannot see the instances page

If you cannot see the instances page:

  • Check your permissions - You must have the tenant:zendesk_instances:view permission
  • Contact your administrator - Your role may need to be updated

Cannot create an instance

If you cannot create an instance:

  • Check your permissions - You must have the tenant:zendesk_instances:manage permission
  • Check that the subdomain is correct - The subdomain must be your Zendesk subdomain
  • Check that there is a department - You must have at least one department
  • Contact support - If the problem persists

API credentials do not work

If the API credentials do not work:

  • Check that the email is correct - The email must be your Zendesk API email
  • Check that the token is correct - The token must be your valid Zendesk API token
  • Check that the token has not expired - API tokens can expire
  • Contact support - If the problem persists

Cannot delete an instance

If you cannot delete an instance:

  • Check that the instance is empty - The instance must not have licences or integrations
  • Remove licences first - Remove or move licences to other instances
  • Remove integrations - Deactivate or remove integrations first
  • Contact support - If the problem persists

Next steps

After you have managed Zendesk instances, you can:

  • Manage licences - Go to Products > Licences
  • Configure integrations - Go to Organisation > Zendesk > Integrations
  • View activities - Go to Activities to see activities linked to the instance

Support

If you have questions or problems with Zendesk instances:

  • Contact support - Use the support channel in your organisation
  • See related articles - Read articles about licences or integrations
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