About the 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

  Zendesk User Attributes	Data Type	Description
  name	String	User's name
  email	String	User’s email
  phone	String	User’s phone
  role	String	User’s role. Possible values admin, agent and end-user
  chat_only	Boolean
  restricted_agent	Boolean	Determines if the agent has any restrictions
  suspended	Boolean	Determines if the agent is suspended
  only_private_comments	Boolean	Determines if the user can only create private comments
  moderator	Boolean	Designates whether the user has forum moderation capabilities
  verified	Boolean	Determines if the user's identity has been verified or not
  active	Boolean	Determines if the user has been deleted
  ticket_restriction	String	Specifies which tickets the user has access to. Possible values are: organization, groups, assigned, requested, and null
  notes	String	Any notes about the user
  details	String	Any details you want to store about the user, such as an address
  signature	String	The user's signature. Only agents and admins can have signatures
  alias	String	An alias displayed to end users

• 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.
  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.

  info

  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
  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
  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
  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.