Zendesk

The Sumo Logic app for Zendesk is designed to provide security analysts with critical visibility into their organization's Zendesk environment. It offers real-time monitoring of audit events, user activity, and security-related changes such as logins, user provisioning, and configuration updates. The app includes dashboards that track the actions of users, groups, and organizations, highlighting potential risks like audits from risky locations or impossible login attempts.

Security analysts can quickly identify anomalous behavior, unauthorized access, and suspicious activities through detailed visualizations of audit trails and geographic trends. The app's integration with Zendesk ensures seamless tracking of key security metrics, empowering analysts to detect, investigate, and respond to threats promptly. This makes it an essential tool for securing Zendesk environments and ensuring compliance with security policies.

info

This app includes built-in monitors. For details on creating custom monitors, refer to Create monitors for Zendesk app.

Log types

This app uses Sumo Logic’s Zendesk Source to collect audit logs from Zendesk platform.

Sample log messages

Event Log

 {
  "url": "https://unity/api/v2/audit_logs/17296759404950.json",
  "id": 1729675940,
  "action_label": "Updated",
  "actor_id": 1729675940,
  "source_id": 44991493,
  "source_type": "organization",
  "source_label": "Organization: NCSOFT Corporation",
  "action": "update",
  "change_description": "Group changed from Premium Support to Premium Support Korea",
  "ip_address": "77.105.132.70",
  "created_at": "2024-10-23T15:02:20Z",
  "actor_name": "****** Langalia"
}

Sample queries

Total Audits

_sourceCategory="Labs/Zendesk"
| json "url","id","action_label","actor_id","source_id","source_type","source_label","action","change_description","ip_address","created_at","actor_name" as url, id, action_label, actor_id, source_id, source_type, source_label, action, change_description, ip_address, created_at, actor_name nodrop

// Global filters
| where action matches "{{action}}"
| where actor_name matches "{{actor_name}}"
| where source_type matches "{{source_type}}"
| count by id
| count

Set up collection

To set up the Zendesk Source for the Zendesk app, follow the instructions provided. These instructions will guide you through the process of creating a source using the Zendesk Source category, which you will need to use when installing the app. By following these steps, you can ensure that your Zendesk app is properly integrated and configured to collect and analyze your Zendesk data.

Installing the Zendesk app​

To install the app, do the following:

1. Select App Catalog.
2. In the 🔎 Search Apps field, run a search for your desired app, then select it.
3. Click Install App.
   note

   Sometimes this button says Add Integration.

4. Click Next in the Setup Data section.
5. In the Configure section of your respective app, complete the following fields.
   1. Key. Select either of these options for the data source.
      • Choose Source Category and select a source category from the list for Default Value.
      • Choose Custom, and enter a custom metadata field. Insert its value in Default Value.
6. Click Next. You will be redirected to the Preview & Done section.

Post-installation

Once your app is installed, it will appear in your Installed Apps folder, and dashboard panels will start to fill automatically.

Each panel slowly fills with data matching the time range query and received since the panel was created. Results will not immediately be available, but will update with full graphs and charts over time.

Viewing Zendesk dashboards​​

All dashboards have a set of filters that you can apply to the entire dashboard. Use these filters to drill down and examine the data to a granular level.

• You can change the time range for a dashboard or panel by selecting a predefined interval from a drop-down list, choosing a recently used time range, or specifying custom dates and times. Learn more.
• You can use template variables to drill down and examine the data on a granular level. For more information, see Filtering Dashboards with Template Variables.
• Most Next-Gen apps allow you to provide the scope at the installation time and are comprised of a key (_sourceCategory by default) and a default value for this key. Based on your input, the app dashboards will be parameterized with a dashboard variable, allowing you to change the dataset queried by all panels. This eliminates the need to create multiple copies of the same dashboard with different queries.

Overview

The Zendesk - Overview dashboard provides a high-level summary of key security metrics. It tracks total audit events, newly created users, groups, and organizations, helping security analysts monitor real-time activity. The dashboard breaks down audit actions by type, source, and geography, allowing for quick identification of suspicious activity or trends, such as logins or audits from risky locations. Top actors and recent audits are displayed to show who is making changes. Analysts can also track sign-in events over time to spot unusual login patterns, ensuring timely detection of potential threats.

Create monitors for Zendesk app

From your App Catalog:

1. From the Sumo Logic navigation, select App Catalog.
2. In the Search Apps field, search for and then select your app.
3. Make sure the app is installed.
4. Navigate to What's Included tab and scroll down to the Monitors section.
5. Click Create next to the pre-configured monitors. In the create monitors window, adjust the trigger conditions and notifications settings based on your requirements.
6. Scroll down to Monitor Details.
7. Under Location click on New Folder.
   note

   By default, monitor will be saved in the root folder. So to make the maintenance easier, create a new folder in the location of your choice.

8. Enter Folder Name. Folder Description is optional.
   tip

   Using app version in the folder name will be helpful to determine the versioning for future updates.

9. Click Create. Once the folder is created, click on Save.

Zendesk monitors

The Zendesk Monitors serve as a security tool, concentrating on observing essential operations and unusual occurrences within the Zendesk Platform. These notifications offer instantaneous insight into significant events, allowing security personnel to swiftly react to deviations or breaches.

Name	Description	Trigger Type (Critical / Warning / MissingData)	Alert Condition
Zendesk - Audits from Risky Locations	This alert is triggered when audit events, such as user actions or configuration changes are performed from geographical locations identified as high-risk. These risky locations may correlate with regions known for cyberattacks or unauthorized activity, making it crucial to investigate these events for potential security risks.	Critical	Count > 0
Zendesk - Impossible Login Events	This alert notifies you of login attempts that are classified as impossible. This could mean logins from multiple geographically distant locations within a short time frame or logins from suspicious devices. Impossible login events often signal a compromise in account security, warranting immediate investigation to ensure no unauthorized access has occurred	Critical	Count > 0

Upgrading the Zendesk app (Optional)

To update the app, do the following:

1. Select App Catalog.
2. In the Search Apps field, search for and then select your app.
   Optionally, you can identify apps that can be upgraded in the Upgrade available section.
3. To upgrade the app, select Upgrade from the Manage dropdown.
   1. If the upgrade does not have any configuration or property changes, you will be redirected to the Preview & Done section.
   2. If the upgrade has any configuration or property changes, you will be redirected to Setup Data page.
      1. In the Configure section of your respective app, complete the following fields.
         • Key. Select either of these options for the data source.
           • Choose Source Category and select a source category from the list for Default Value.
           • Choose Custom and enter a custom metadata field. Insert its value in Default Value.
      2. Click Next. You will be redirected to the Preview & Done section.

Post-update

Your upgraded app will be installed in the Installed Apps folder, and dashboard panels will start to fill automatically.

note

See our Release Notes changelog for new updates in the app.

To revert the app to a previous version, do the following:

1. Select App Catalog.
2. In the Search Apps field, search for and then select your app.
3. To version down the app, select Revert to < previous version of your app > from the Manage dropdown.

Uninstalling the Zendesk app (Optional)

To uninstall the app, do the following:

1. Select App Catalog.
2. In the 🔎 Search Apps field, run a search for your desired app, then select it.
3. Click Uninstall.