How do I set up user sync with Zendesk?

Required Feature Flags

The following feature flags and permissions are required to use this feature:

Feature Flag	Technical Name	Description
Integrations	`admin.integration.settings` (contract-level)	Required because user sync runs on top of an authenticated Zendesk integration

Required Permissions:

Manage Integrations (admin.integration.settings) — to authenticate the Zendesk integration and to enable User Sync on the User sync tab
Manage Users — to activate users from the Pending list once they have been imported

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

Go to Conversations > Integrations > Platforms tab > select Zendesk.

Step 2: Authentication

Tip: If the address of your Zendesk account is https://abc-energy.zendesk.com, enter abc-energy into the prompt-box.

Click Authenticate and you'll be directed automatically into Zendesk to authorise the integration with evaluagent. Click Allow to grant Zendesk permission to integrate with evaluagent.

_Please note: you'll need the relevant administrator permissions on your Zendesk user profile to authorise an integration._

Step 3: Configure

Part 1: Tell us the column you want us to use as the primary identifier for matching your users. If it's the username, user ID or email, leave this field blank.
Part 2: 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 Enable User Sync 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 — until you set them up and make them active, they won't 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 is imported as a pending user in evaluagent. * If we find an existing user whose username has changed in your Zendesk account, we update the user's name in evaluagent. * If we find a user who has been deactivated in your Zendesk, we deactivate the user in your evaluagent account too.