Hello,
We have successfully integrated our Google Workspace SSO (SAML) with Zendesk and turned on auto-provisioning. However, existing users can't be synced. For whatever reason they are treated as new users. However, they are able to log in with SAML SSO. How to control existing users with auto-provisioning features? Below is the error that I get from IdP:
StatusCode: 422 : Unprocessable Entity : { error : RecordInvalid description : Record validation errors details :{ email :[{ description : Email: <b>User couldn't be updated</b><br>This email is already taken. Try another email. <a href= https://support.zendesk.com/hc/en-us/articles/4408834337562 >Learn about emails in use</a>. error : DuplicateValue }]}}
Please take note that Zendesk did not develop the Google auto-provisioning so we have limited resources about this. However, check this Google article that may help your case: Configure Zendesk auto-provisioning. Make sure that all the steps are followed to avoid issues.
Best,
Paolo | Technical Support Engineer | Zendesk