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Hyperproof uses Merge, a third-party API, to retrieve data from Ticketing apps. Hyperproof uses the Attachment, Collection, Role, Tag, Team, Ticket, and User scopes. If you are interested in learning more about the permissions needed for Ticketing Hypersyncs that use Merge, refer to the Merge Authentication Guides page in their Help Center.
Note: This Hypersync is not supported in Hyperproof Gov.
When you configure a Hypersync for Zendesk Ticketing on a control or label, you can automatically collect the following proof types:
Zendesk Ticketing proof types and fields
Proof type | Fields | Testable |
List of Groups | Name, Description, Remote ID | Yes |
List of Issues | Name/Subject, Status, Priority, Assignees, Creator, Due Date, Created, Updated, Completed, Tags, Ticket URL | Yes |
List of Users | Name, Email, Active, Teams, Roles, Remote ID | Yes |
Blocking sensitive data
When Hyperproof connects to a Merge Hypersync, we intentionally minimize data exposure and follow least-privilege principles. Sensitive data can't be blocked entirely from within Hyperproof; it can only be blocked at the source. We recommend working with the System Administrator for the app you are accessing to configure a service account specifically for Hyperproof with access only to the data you need the Hypersync to collect.
Requirements
To connect to Zendesk Ticketing and collect proof, your Zendesk Ticketing configuration must meet the following requirements.
Subdomain - Your Zendesk subdomain. For example, if you sign in at
acme.zendesk.com, your subdomain is acme.API Key - Only required if you choose to connect to Zendesk using an API Key. To generate:
In Zendesk, click the Grid icon next to your profile and select Admin Center.
Select Apps and integrations > API Tokens.
Click Add API token.
Copy the API key and click Save. Store the key in a secure location.
Make sure the Allow API token access checkbox is checked under the API Configurations section.
Note: Hyperproof connects to many third-party systems that frequently change, including the system interface. Contact your System Administrator or the third-party provider for assistance in meeting the requirements to integrate with Hyperproof and collect the proof you need.
Connection configuration
Authentication type: Custom
Custom authentication parameters:
User account (recommended) - Subdomain, Email Address, Password
Admin account - Subdomain, Username, Password
API Key - Subdomain, API Key, Email Address
When you configure a Hypersync for Zendesk Ticketing for the first time, you must provide the following information:
User account (recommended)
Subdomain
Email address
Password
Admin Account
Subdomain
Username
Password
API Key
Subdomain
API Key
Email address
The first time you run this Hypersync, it may take up to 24 hours to load all data.
Note: You only need to connect Hyperproof to the app once, and then you can create as many Hypersyncs as you need.
Additionally, you can create multiple Hypersyncs for a single control or label.
Additional documentation
Connecting to Zendesk Ticketing
From the left menu, select either Controls or Labels, depending on the object you want to link to the Hypersync.
Select the control or label for which you want to automate proof.
Select the Automations tab.
Click Create Hypersync.
The Choose app window opens.
Use the filter at the top of the Choose app window to find the app where the proof data will be pulled from, e.g., Azure or GitHub. You can search for apps by Name, App ID, or Category, such as Ticketing or Accounting apps.
Select your app.
The Connect window opens.
Note: Hyperproof uses Merge, a third-party API, to streamline the connection process. For more information on how Hyperproof integrates with Merge, please refer to the Hyperproof Security Overview.
Sign in to your account.
Note: Depending on the app, you might be asked for your username and password or a token. The sign-in process varies by app. See the Requirements and Connection configuration sections of the specific Hypersync document for more details.