Hi All!
We're encountering some challenges with the integration between Zendesk and Azure AD, specifically regarding user provisioning. While user creation, updates, and removal are functioning correctly, we are facing issues with the synchronization of custom attributes (in our case, "JobTitle," "Country," and "Office Location") that have been properly configured in the attribute mapping within Azure AD. These attributes are not consistently updating in Zendesk.
In some instances, we have observed that these attributes are correctly imported, while at other times only a subset of these attributes is transferred to Zendesk, and occasionally, none of the mentioned attributes are imported. We've taken the initiative to reach out to both Zendesk and Microsoft support teams for assistance.
Zendesk has informed us that the integration is entirely developed by Microsoft and they are unable to provide support for this matter. On the other hand, after several investigations, Microsoft has provided us with the following official response:
"Your request has been escalated to the backend team and we have an update and conclusion on your scenario. Along with all the details that were provided so far and additionally investigated by our Technical advisor, the backend team provided the following statement: The attributes user_fields.company_name and user_fields.country are not supported for the Zendesk integration, while the other attributes (such as user_fields.department) in the schema are supported. If you would like to have those two fields supported, the ISV (Zendesk) would have to file an update request to add support for those attributes. user_fields.company_name | Type: String | FlowBehaviour: FlowWhenChanged | FlowType: Always | CorrespondingSourceAttribute = companyName| MappingType: Direct user_fields.country| Type: String | FlowBehaviour: FlowWhenChanged | FlowType: Always | CorrespondingSourceAttribute = country| MappingType: Direct In summary, their conclusion is what we have been discussing so far that the custom attributes are unsupported, and this is an expected behavior. The backend recommended the attributes to be removed from the schema and if you would like to have those two fields supported, the ISV (Zendesk) would have to file an update request to add support for those attributes. Although it is not supported as per the current design, I certainly would like to apologize for any inconvenience this may have caused you."
To summarize, we have been informed that the custom attributes (which can be added to the mapping without issues as per the tutorial Tutorial: Configure Zendesk for automatic user provisioning with Azure Active Directory - Microsoft Entra | Microsoft Learn) are not supported. It's also worth noting that performing on-demand provisioning for a specific user results in the creation of that user in Zendesk with all attributes, including custom ones, properly populated.
Our ultimate goal is to import these fields to enhance user details, particularly the country attribute, enabling us to determine the user's origin. This information would then be used to automatically assign tickets from a specific user to agents in the corresponding country through triggers.
Do any of you have suggestions or insights on how we might overcome this challenge and successfully import these custom fields?
Thank you in advance for your help!