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Zendesk Connector
The EmpowerID Zendesk connector lets you create, synchronize, and manage Zendesk users, groups, group memberships, user roles, custom roles, organizations, and organization membership within EmpowerID. Imported user data can be managed and synchronized with data in any connected back-end user directories.
Authentication
Zendesk connector uses basic authentication. In basic authentication, the username and password are used for authentication. The account used for authentication should be an administrator account.
Supported Features and Attribute Mappings
Account Management
Inventory Zendesk users as EmpowerID accounts
Create, Update, Disable, Enable and Delete users – Disabling a user in EmpowerID suspends the user in Zendesk, while enabling a user in EmpowerID restores suspended users in Zendesk
Reset password – Allow admins to set passwords must be enabled in Zendesk for this to function in EmpowerID
Change password – EmpowerID impersonates the user whose password is being changed
Fields supported by Create and Update
Group Management
Inventory Zendesk groups as EmpowerID groups
Inventory Zendesk group memberships as EmpowerID group accounts
Create, Update and Delete groups
Add and Remove members to and from groups
Organizations
Inventory Zendesk organizations (
ExternalOrgZones
in the EmpowerID Identity Warehouse)
Roles
Inventory Zendesk Roles (
ExternalOrgRoles
in the EmpowerID Identity Warehouse)
Organization Memberships
Inventory Zendesk Organization Memberships (
AccountExternalOrgRoleOrgZone
in the EmpowerID Identity Warehouse)
Account Attributes
Users in Zendesk are inventoried as accounts in EmpowerID. The below table shows the attribute mappings of Zendesk user attributes to EmpowerID Person attributes.
Zendesk Attribute | Zendesk Endpoint | EmpowerID Attribute | Description |
---|---|---|---|
name | users | Name | Name of the user. |
name (string before space)* | users | FirstName | First name of the user. |
name (string after space)* | users | LastName | Last name of the user. |
id | users | LogonName | Unique System Identifier of the user. |
id | users | SystemIdenitfier | Unique System Identifier of the user. |
phone | users | Telephone | Phone number of the user. |
users | Email ID of the user. | ||
locale | users | PreferredLanguage  | Locale of the user. |
suspended | users | Active | Determines if the user is suspended. |
role | users | JobTitle | Role of the user.  Possible values are |
alias | users | Alias | Alias of the user. |
url | users | DistinguishedName | The user’s API url. |
name (organization name) | organizations | Company | Company name of the user. |
name | users | Name | Name of the user. |
EmpowerID parses name into FirstName and LastName if it contains a space.
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Group Attributes
EmpowerID inventories Groups in Zendesk as Groups in EmpowerID. The below table shows the attribute mappings of Zendesk group attributes to EmpowerID group attributes.
Zendesk Attribute | Zendesk Endpoint | EmpowerID Attribute | Description |
---|---|---|---|
name | groups | Name | Name of the group. |
id | groups | SystemIdentifier | Unique System Identifier of the group. |
url | groups | DistinguishedName | Group’s API url. |
id | groups | LogonName | Unique System Identifier of the group. |
deleted | groups | Deleted | Determines if the group is deleted. |
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Role Attributes
EmpowerID inventories Roles / Custom Agent Roles in Zendesk as ExternalOrgRoles in EmpowerID. Possible values of roles in Zendesk are end-user, agent or admin. The below table shows the attribute mappings of Custom Agent Role attributes to EmpowerID ExternalOrgRole attributes.
Zendesk Attribute | Zendesk Endpoint | EmpowerID Attribute | Description |
---|---|---|---|
id | custom_roles | SystemIdentifier | Unique Identifier of the Role. |
name | custom_roles | Name | Name of the Role. |
description | custom_roles | Description | Description of the Role. |
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Organization Attributes
EmpowerID inventories Organizations in Zendesk as ExternalOrgZones in EmpowerID. The below table shows the attribute mappings of Zendesk Organization attributes to EmpowerID ExternalOrgZones attributes.
Zendesk Attribute | Zendesk Endpoint | EmpowerID Attribute | Description |
---|---|---|---|
id | organizations | SystemIdentifier | Unique Identifier of the organization. |
name | organizations | Name | Name of the Location along with name of the company in that location. |
url | organizations | DistinguishedName | The organization’s API URL |
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Group Membership
With the Zendesk connector, you can have EmpowerID inventory Group memberships (GroupAccount
table) in EmpowerID. You can also add members to groups and remove members from groups in either EmpowerID or Zendesk, and the changes will propagate to the other system on the next inventory.
User Role and Location Mapping
User roles along with corresponding organization of the user are stored in AccountExternalOrgRoleOrgZone
table in EmpowerID. Â Roles (admin, agent or end-user) in Zendesk are inventoried as primary roles and Custom Roles in Zendesk are inventoried as secondary roles in EmpowerID.
Inventory
The Zendesk connector supports two types of inventory functionality.
Incremental Inventory — Keeps track of the inventory run's
LastTimeStamp
, and brings in only users and groups updated after that time.Full Inventory — Inventories every user and group every time it runs.
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Next Steps
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