pg4ns/zendesk-1.0.3

docs/platgovnetsuite/ticketingintegrations/zendeskintegration/zendesk_integration.md

@@ -6,7 +6,7 @@ sidebar_position: 30
 
 # Zendesk
 
-Platform Governance for NetSuite's Change Management capabilities are integrated with Zendesk, one
+Platform Governance For NetSuite's Change Management capabilities are integrated with Zendesk, one
 of the most popular customer service and issue ticketing systems. Customers are able to look for and
 include NetSuite Customizations, assess impacts for requested changes, and push Zendesk change
 tickets into a Change Request. This enables easy management of changes, seamless tracking of
@@ -16,7 +16,7 @@ User benefits include:
 
 - Avoid duplicate effort of creating tickets in two different systems.
 - Pull Customizations into Zendesk for scope of changes.
-- Specify Bundle ID as
+- Specify Bundle ID as needed.
 - Perform impact analysis assessment.
 - Approve requests in either Zendesk or NetSuite.
 - Automatic ticket reconciliation between Zendesk and NetSuite.
@@ -32,7 +32,7 @@ To set up the Zendesk integration:
 
 1. Open **Customization** > **SuiteBundler** > **Search & Install Bundles**
 2. Search for bundle **402177**
-3. Click on **Strongpoint Zendesk Integration** in the search results.
+3. Click on **Netwrix Platform Governance Zendesk** in the search results.
 4. Click **Install** when the Bundle Details opens.
 5. Click **Install Bundle** on the **Preview Bundle** Install page.
 
@@ -42,34 +42,34 @@ Here are the steps to install the Zendesk app. You must have **Admin** privilege
 app.
 
 1. Open your Zendesk dashboard.
-2. Click the **Admin** icon in the left panel.
-3. Navigate to **Apps** > **Marketplace**.
+2. Click the **Admin** icon in the left panel. It should open a new window to Admin Center.
+3. Navigate to **Apps and integrations** > **Zendesk Support apps** > **Marketplace**.
 
     ![Open the Zendesk Marketplace](/images/platgovnetsuite/integrations/zendesk_admin_marketplace.webp)
 
-4. Search for **Strongpoint**.
-5. Click **Strongpoint for NetSuite** when it is displayed.
+4. Search for **Platform Governance For NetSuite**.
+5. Click **Platform Governance For NetSuite** when it is displayed.
 
-    ![Strongpoint for NetSuite app in the Marketplace](/images/platgovnetsuite/integrations/zendesk_strongpoint.webp)
+    ![Platform Governance For NetSuite app in the Marketplace](/images/platgovnetsuite/integrations/zendesk_platform_governance.webp)
 
 6. Click **Install**. When installation is complete, you are prompted to sign in to your Zendesk
    dashboard to continue.
-7. Click the **Admin** icon in the left panel.
-8. Navigate to **Apps** > **Manage**.
+7. Click the **Admin** icon in the left panel. It should open a new window to Admin Center.
+8. Navigate to **Apps and integrations** > **Zendesk Support apps**.
 
-    ![Configure the Strongpoint Zendesk app](/images/platgovnetsuite/integrations/zendesk_configure_app.webp)
+    ![Configure the Platform Governance Zendesk app](/images/platgovnetsuite/integrations/zendesk_configure_app.webp)
 
-9. Hover on the **Strongpoint for NetSuite** tile to access the **Settings** menu.
+9. Hover on the **Platform Governance For NetSuite** tile to access the **Settings** menu.
 
     ![Hover to access the Settings](/images/platgovnetsuite/integrations/zendesk_configure_app_menu.webp)
 
 10. Click **Change settings**.
 
-    ![Set up the Strongpoint for NetSuite Zendesk app](/images/platgovnetsuite/integrations/zendesk_change_settings.webp)
+    ![Set up the Platform Governance For NetSuite Zendesk app](/images/platgovnetsuite/integrations/zendesk_change_settings.webp)
 
-    - **Title**: the name associated with the app. The default is **Strongpoint for NetSuite**.
+    - **Title**: the name associated with the app. The default is **Platform Governance For NetSuite**.
     - Account ID: enter the NetSuite account ID. The **Account ID** must be a lowercase string. For
-      example, **tstdrv1724328**.
+      example, **tstdrv12345678**.
 
         Account ID must be entered in lower case.
 
@@ -101,15 +101,15 @@ app.
 
 After you install the Zendesk app, set up the approvals.
 
-1. Click the new **Strongpoint for NetSuite** icon in the left panel. The **Group Configurations**
+1. Click the new **Platform Governance For NetSuite** icon in the left panel. The **Group Configurations**
    page opens.
 2. Enter the group and approval information:
 
     - **Allow these Zendesk groups to request approval** one or more groups who can request approval
       for a change request. Select a group from the drop down list. Click **+**. Repeat as needed.
     - **Allow these Zendesk groups to approve** one or more groups who can approve a change request.
       Select a group from the drop down list. Click **+**. Repeat as needed.
-    - **Approval process** select the approval process to use. **Strongpoint Approval in Zendesk**,
-      **Strongpoint Approval in NetSuite**, **No Approval Needed**, or **Not set**.
+    - **Approval process** select the approval process to use. **Platform Governance Approval in Zendesk**,
+      **Platform Governance Approval in NetSuite**, **No Approval Needed**, or **Not set**.
 
 **Next Step:** [ Zendesk Walkthrough Example](/docs/platgovnetsuite/ticketingintegrations/zendeskintegration/zendesk_walkthrough_example.md)

docs/platgovnetsuite/ticketingintegrations/zendeskintegration/zendesk_walkthrough_example.md

@@ -67,7 +67,7 @@ and verify you are a member of a group or role
 [authorized to access the app](/docs/platgovnetsuite/ticketingintegrations/zendeskintegration/zendesk_integration.md).
 :::
 
-![The Strongpoint app is available after you create the ticket.](/images/platgovnetsuite/integrations/zendesk_strongpoint_app_ticket.webp)
+![The Platform Governance app is available after you create the ticket.](/images/platgovnetsuite/integrations/zendesk_platform_governance_app_ticket.webp)
 
 ### Use Bundles for the Scope of Change
 
@@ -110,27 +110,19 @@ There is an options menu available for each added customization. Options include
 
 ### Add Proposed Customizations
 
-1. Enter all or part of a Name in **Add Customizations**. For this example, enter **new**.
-2. Click **+** to search for matching Customizations. **View** displays the **Type** and **Script
-   ID** for a Customization.
+1. Click **Add Proposed Customization**.
 
-    ![Add a Customization by Name](/images/platgovnetsuite/integrations/jira_example_add_name.webp)
+    ![Add a Proposed Customization](/images/platgovnetsuite/integrations/zendesk_proposed_customization.webp)
 
-3. Select one or more Customizations. For this example, select **New Opportunities Created
-   (Search)**.
-4. Click **Add Selected Customizations**. The selected Customization is added to the **Existing
-   Customizations** list.
+2. Select a **Type** and input your proposed customization's script ID.
+3. Click **Add Proposed Customization**.
 
-    ![New Opportunities Created (Search) added to Existing Customizations](/images/platgovnetsuite/integrations/jira_example_new_opp.webp)
+    ![Proposed Customizations](/images/platgovnetsuite/integrations/zendesk_proposed_custs_sample.webp)
 
-5. Enter the Script ID **custentity_fmt_cust_credit_on_hold** in **Add Customizations** and click
-   **+**.
-6. The **Set Customer Credit on Hold (Entity Field)** is displayed. Select it, and click **Add
-   Selected Customizations**. The selected Customization is added to the **Existing Customizations**
-   list. Notice that the **Change Level Required** has changed from **Log Changes Only** to **Full
-   Software Development Lifecycle**, which is the policy for the **Set Customer Credit on Hold**
-   field.
+There is an options menu available for each added proposed customization. Click options to **Remove**
+the customization.
 
-    ![Add a Customization by Script ID](/images/platgovnetsuite/integrations/jira_example_scriptid.webp)
+### Need Help?
 
-- **Impact Analysis** and **View ERD** are tools to Zendesk Walkthrough Example.
+If you encounter any issues or need assistance, contact 
+support at this [link](https://www.netwrix.com/support.html).