How do I set up user sync with Zendesk?
What is User Sync?
User Sync automatically imports and periodically updates user data from Zendesk into evaluagent. It keeps your support team's information current and accurate — for example, when an agent changes their name, the update is reflected in evaluagent without any manual effort.
Note: User Sync is optional but recommended. Tickets can still be imported and assigned to agents without enabling User Sync — the integration maps agents by email address. However, enabling User Sync provides more accurate and consistent agent mappings.
Getting started with User Sync
Step 1: Navigation
Navigation prompt
Go to CONVERSATIONS > Click Integrations > Click the Platforms tab > Select Zendesk
Step 2: Authentication
Tip: If the address of your Zendesk account was: https://abc-energy.zendesk.com, then you would simply type abc-energy into the prompt-box.
Click Authenticate and you'll be directed automatically into Zendesk to authorise the integration with evaluagent. Simply Allow Zendesk to integrate with evaluagent.
Please Note: You'll need to have the relevant administrator permissions assigned to your Zendesk user profile to authorise an integration.
Step 3: Configure
Part 1: Here you can tell us the column that you want us to use as the primary identifier for matching your users. If it's the username, user ID or email, then please leave this field blank.
Part 2: Here you can select what user types to import based on their roles. You can choose to import just Agents, Admins or users that have custom roles created within your organisation. This is a required field.
Part 3: Click the "Enable User Sync" button to start importing users. Imported users will be marked as Pending until you activate them.
On clicking Enable User Sync, evaluagent will start importing users from your Zendesk account.
How it works:
Fetches user data from your Zendesk instance
Matches users to evaluagent accounts by email address
Updates mappings during regular import cycles
Maintains consistent agent assignments
FAQs
How does this affect user limits/licences?
When new users are imported via Zendesk, they are marked as "Pending" so unless you set them up and make them active, they will not impact your licence limits.
How often do users sync?
When User Sync is enabled, mappings are refreshed during regular import cycles to keep agent information up to date.
Where do imported users go?
New users are imported and added to the pending section of the users page where you can configure their roles and permissions.
What integrations support user sync?
User Sync is available for Zendesk and Intercom integrations.
Does evaluagent overwrite the user data I have in Zendesk?
No, evaluagent treats Zendesk as the source of truth — we only pull user information from Zendesk, we don't send data there.
What changes are made during user sync?
During the user sync process, the following changes are made:
If a user is found in your Zendesk account but not in your evaluagent account, that user will be imported as a pending user in evaluagent
If we find an existing user whose username has changed in your Zendesk account, we will update the user's name in evaluagent
If we find a user who has been deactivated in your Zendesk, we will deactivate the user in your evaluagent account too
Do I need to enable User Sync before importing tickets?
No. User Sync is optional. Tickets can still be imported and assigned to agents using email matching without enabling User Sync.