How do I set up user sync with Zendesk?

What is User sync?

User sync is a powerful feature designed to seamlessly import and periodically update user data from external platforms like Zendesk into Evaluagent. The user sync feature streamlines user management, ensuring that your support team's information is always current and accurate within Evaluagent. i.e it imports user information on initial set-up and updates information like the name when there’s a change e.g when an agent gets married and changes their surname.

Getting started with User sync

 

 

Navigation prompt

Go to CONVERSATIONS > Click Integrations > Click the Platforms tab > Select Zendesk

Step 2: Authentication

By following the navigation prompt, you'll be directed to the following screen, where you'll be prompted to enter your Zendesk account name. 

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 be able to authorise an integration.

Step 3: Configure

Once you've completed Authentication, go to the User sync tab, where you'll be able to configure the feature and enable it.

• 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 on 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.

Note: When User sync is first enabled, users will be imported to Evaluagent within an hour. After the initial setup, user sync will be done every 6 hours.

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 first enabled, users will be imported to Evaluagent within an hour. After the initial setup, user sync will be done every 6 hours.

• Where do imported users go?
  • New users will be imported and added to the pending section of the users page where you can configure their roles and permissions.

• What integrations have the user sync information?

  • At the moment, only the Zendesk integration has this feature, the plan is to roll it out

• Does Evaluagent overwrite the user data I have in my 3rd party platform e.g Zendesk?

  • No, Evaluagent treats the third party as the source of truth i.e we only pull user information from the third party, 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.