Reauthorizing or Disconnecting a Swifteq Automation App

This article details how you can Reauthorize or Disconnect a Swifteq Automation app. 

This article covers Reauthorize or Disconnect for the following Swifteq apps:

• Articles PDF Export
• Merge Duplicate Tickets
• Ticket Parser Autofill
• Auto Remove Attachments
• Triggers+ChatGPT

The examples in this help are shown for the Merge Duplicate Tickets app. When Reauthorizing or Disconnecting the other apps, the naming on the screens will show as the app you are installing.

In this Article
Reauthorizing the App
Disconnecting the App from Zendesk Support

Reauthorizing the App

Once the app has been Authorized, there may be times that you need to Reauthorize.

• Reauthorizing allows you to fix any access issues to the Zendesk API. For example, if you are not seeing the results in the Swifteq app that you expect.
• You need to Reauthorize if the user who initially made the connection has been revoked in Zendesk, or if the permissions for that user have been removed.
• For Merge Duplicate Tickets, Reauthorize if you need to change the name of the user who is associated with the automatically merged tickets. When merging duplicate tickets, the app uses the Zendesk user who authorized the API access when the account was set up, and the name of this user shows in the Agent view against the tickets that are automatically merged.

1. Login to Zendesk as the Admin user under which you want to reauthorize the app.
   
   

   Note: This can be a different user to the user who initially did the authorization if you are reauthorizing because the original user has been revoked in Zendesk or if the permissions for that original user have been removed.
2. Open your Zendesk Agent Dashboard.
   
   
3. On the left-hand side of the Dashboard, click the icon for the relevant app in the sidebar.
    
4. Click the drop-down for the Profile icon, and select Helpdesk Authorization.
   
   
   
   
5. The Connected to Zendesk Support page displays and shows that you are connected..
   
   
6. Click Reauthorize.
   
   
   
   
7. The Connect to Zendesk Support displays. Check this displays the correct Zendesk company URL for your Zendesk Account.
   
   If you need to find the Zendesk company URL for your Help Center, refer to How to find your Zendesk Company URL when Connecting to Swifteq. 
   
   
   
   

8. Click Authorize in Zendesk Support.
   
   

9. A message displays that the authorization was successful.
   
   

Disconnecting the App from Zendesk Support

If you want to stop using the Swifteq Automation app, you would Disconnect.

• Disconnecting the app from your Zendesk Support removes the configuration data for the app that is stored on the Swifteq servers.
  For Merge Duplicate Tickets. this also removes the Zendesk trigger Swifteq New Ticket (refer to Changing the Conditions in the Swifteq New Ticket Trigger).
• Disconnecting does not affect any data in your Zendesk Support. 
• If you want to start using the app again, this will not restore the previous configuration data. You would need to connect again and set up the Configuration again and, if relevant, the Trigger again. 

1. Open your Zendesk Agent Dashboard 
2. On the left-hand side of the Dashboard, click the relevant icon in the sidebar. 
3. Click the drop-down for the Profile icon, and select Help Authorization.
   
   
   
   The Connected to Zendesk Support page displays.
   
   
4. Click Disconnect and remove all my data.