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Pull user info from Active Directory into Zendesk

  • January 21, 2015
  • 6 replies
  • 0 views
K

Question: Is there a way to have a user's info pulled from Active Directory then populated into a Zendesk form?

Basically, what we'd like to happen is a user types a name in the ticket form then either automatically, or via button click, that name is looked up in Active Directory and the Department for the name is returned to a field in the Zendesk form.

Is this possible either through built-in functionality, a 3rd party application (if so, which ones), or customization through the API?

 

All the research I've done on Active Directory integration into Zendesk has only turned up solutions for handling sign-on. I would like to be able to pull directory/profile information from either AD, SharePoint, or even Exchange Address Book and populate that into fields on a form. Has anyone had any luck with this (or even attempted it)?

We are an Enterprise customer and have SSO already setup.

 

Thank you in advance for your time & responses!

 

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    6 replies

    M
    • McCabe11
    • January 22, 2015

    Sounds like bulk user import is the way to go for you:

    https://support.zendesk.com/hc/en-us/articles/203661996-Bulk-importing-users-and-organizations

    This even allows for custom user fields to be populated.

    K
    • Kyle36
    • Author
    • January 22, 2015

    Thank you for your response!

    We are an organization with close to 20,000 employees so manually importing & maintaining all of them is not a feasible option.

    We would like to be able to update/sync user profile information in Zendesk with AD (ideally when the account is created via SSO) but on the ticket side, we'd like to be able to look-up a user in the ticket form and return data such as their department. Any ideas on how to accomplish either of these?

    ModeratorWes

    Hi EKM - We currently import AD data via SSO into Zendesk User custom fields.  When a user authenticates our SSO script goes out and pulls Last IP Address, Last Computer Name, Department, Job Title, and Phone Number.  What you are asking for is possible and you can do all of this via your SSO script that you have in place.  We don't pre-populate any forms as once the user submits the ticket we have all the data that we need on the Users Profile.

    Hope this helps and if you need more details let me know. 

    K
    • Kyle36
    • Author
    • January 23, 2015

    Hi Wes!

    Thank you for the response! I have a couple questions for you if you don't mind:

    • When that data is imported into the user profile in Zendesk, is it then accessible by the ticket forms? The reason I ask is we often have situations where a user is submitting a ticket on behalf of another person and we'd like to be able to automatically pull that persons exact department (instead of relying on the submitter to guess/type it correctly).
    • Is that user profile data reportable in Insights? Example: We are looking to run a report showing which departments send us the most requests.
    • Would you be willing to share how you set the SSO script to pull & populate the profile data?

    Thank you for your time!

    ModeratorWes

    @EKM - The data is sent into Zendesk so if its in Zendesk then it should be accessible by the ticket form however you will have to accomplish this via the Zendesk API and remember we are updating data when they sign into Zendesk so if someone is putting a ticket in on behalf of someone else who has never logged into Zendesk then their name would never show.

    All custom fields are available in Insights so getting a report by departments should be easy.  

    Our SSO script was coded via C# and is unique to us so I'm not sure if I can show you some sample code or not however we used this to map all of our AD fields into the Zendesk API fields.  https://developer.zendesk.com/rest_api/docs/api-clients/dotnet

    Nicole17
    • Nicole17
    • April 24, 2018

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