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Zendesk Connector

Owned by Phillip Hanegan
Aug 21, 2023
3 min read

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.

To connect EmpowerID to Zendesk, you need Zendesk to provide the following information:

  • Zendesk subdomain

  • Zendesk administrator account credentials (username and password)

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

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.

email

users

Email

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 "end-user", "agent", or"admin"

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.

 

  • 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

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.

 

  • 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

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.

 

  • 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

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

 

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.  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.

 

Next Steps

Connect to Zendesk

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