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Creating an extended integration for Zendesk users

  • July 24, 2026 06:29
  • Updated

Sync Oomnitza with Zendesk to gain visibility of user data.

The following types of integrations are available:

  • checkmark_white_arrow_green_box.svg Zendesk User Load (OAuth 2.0) — client credentials. You must choose this option. 
  • red_cxancel_icon.svg Zendesk User Load (basic auth) 
    • Although this option is available, it is to be deprecated on 30 April 2027 and is not to be used to create new Zendesk user integrations. See Announcing the removal of API tokens as an authentication method for API requests.
    • warning_orange_icon.svg If you edit a Zendesk User Load (basic auth) that was previously created, your credentials become invalid and you must create a new extended user integration that uses OAuth 2.0 client credentials.  

toc_icon_32px.svg Contents

  1. Before you start
  2. Setting the Zendesk domain as a global variable
  3. Creating the user integration
  4. Creating custom mappings
  5. Creating API block workflows
  6. Creating SaaS user workflows

Before you start

To easily find the records that are uploaded to Oomnitza, it's best practice to create a dedicated user account for each integration. This will make it easier for you to retrieve the records that are uploaded to Oomnitza from the vendor application. 

small_blue_link.svg Creating integration users 

To create the Zendesk user integration in Oomnitza, you must:

  • Add OAuth 2.0 credentials to Oomnitza. See Adding credentials.
  • Add your subdomain. For example, if your Zendesk URL is https://mycompany.zendesk.com, your subdomain is mycompany.
  • The roles that you want to retrieve data for such as end-user, agent, or admin. See Zendesk: Users.

Setting the Zendesk subdomain as a global variable

global_setting.svgAdd the value as a global variable so that when you create workflows that use presets the variable is automatically added. See Adding global settings.

global_setting.svg The name of the global variable is Zendesk.Subdomain. The value is your subdomain.

Creating the user integration

  1. In Oomnitza, click Configuration > Integrations > Overview.
  2. Click Block view block_view.PNG.
  3. On the Integrations page, scroll down to the Extended section for user integrations.
  4. Click NEW INTEGRATION.
  5. In the sidebar, search for the integration.
  6. Click ADD.

Integration details overview

More information is provided about the following fields to help you complete the integration:

  • User only. Add user records.
  • User plus SaaS user. Add user and SaaS user records. 

The benefit of adding SaaS user records is that you can run a workflow to validate the status and activity of SaaS users and retrieve information such as the role of the SaaS user. The information that can be retrieved depends on whether SaaS user workflows are available for the integration. 

Installation types

  • Cloud. Store credentials in the Oomnitza cloud.
  • Local. Store credentials locally. If you want to sync Oomnitza with vendor applications that require AWS or OAUTH authentication, select cloud as the type of installation. Local installations don't support AWS and OAuth authentication. 

Integration preferences

  • Create & Update. Add and update records.
  • Create only. Add records.
  • Update only. Update records.

Editing the integration details

TipBulb_Icon_small.svg When you edit the Integration details section, you can select the name or names of integration contacts.  Integration contacts will receive an in-app notification and an email, when the integration fails, when the integration fails to complete within 24 hours, or when the scheduled integration fails to run.

  1. Click Edit edit_black_pencil_icon.svg.
  2. Make your changes.

Editing the credential details

If you selected Cloud as the installation type, choose one of the following options:

  • Select the credentials that were created for the integration.
  • Edit the credentials that were created for the integration.
  • Create new credentials

Scheduling the integration

By default, data is synced once every day. Change the interval or the time so that the data is streamed when your system isn't busy.

  1. Click Edit edit_black_pencil_icon.svg.
  2. Make and save your changes.

Mapping fields to Oomnitza

To map the fields to Oomnitza, click Edit edit_black_pencil_icon.svg.

 cog_red_dot_small_icon.svg Select Edit integration to add rules for syncing data. small_blue_link.svg Filtering integration results.  
 

You can add new fields to your integration by selecting Add new field  add_grey_rectangel_icon.svg on the mapping page. 
small_blue_link.svg Creating custom API fields. 

Creating custom mappings

Map the Zendesk fields to Oomnitza fields and create custom mappings to get the user information that you need.

  1. Click Smart Mapping to automatically detect appropriate mapping fields. Values from the integration can also be dragged to the appropriate field on the Oomnitza side, or selected from the integration field dropdown.
  2. You have the option to create custom mappings to map any other field that you want to add to Oomnitza. To create an optional custom mapping, do the following:
    1. Click the down arrow on the field that you want to map.
    2. Select Add new Oomnitza users field.
    3. Change the name of the field.
    4. Click CREATE. 
  3. Ensure that the Email is mapped to the
    1. Username field on the Oomnitza side (required for integration).
    2. Email field on the Oomnitza side (required for integration).
  4. Select the Role field on the Oomnitza mapping side.
  5. Choose a suitable role from the list (a defined role is necessary for the integration)
  6. Assign a sync key to a unique field, such as the Email.
  7. Click UPDATE.

Mappable fields

The following Zendesk fields can be mapped to Oomnitza:

Active
Alias
Chat Only
Created At
Default Group ID
Details
Email 
External ID
IANA Time Zone
ID
Last Login At
Locale
Moderator
Name
notes
Only Private Comments
Organization ID
Phone
Report CSV
Restricted Agent
Role
Role Type
Shared
Shared Agent
Shared Phone Number
Suspended
Ticket Restriction
Time Zone
Two-Factor Auth Enabled
Updated At

Launching the integration

Your integration is in Draft mode until the required mandatory fields are added. When added, click Launch to activate your integration. 

small_blue_link.svg If you selected Cloud as the installation type when creating the integration, see Running an extended integration

small_blue_link.svg If you selected Local as the installation type when creating the integration, see Running an extended integration locally.

Viewing data ingested by Oomnitza

Viewing ingested asset data

For asset integrations, click Hardware. If the asset integration also ingests software data, click Software.

Viewing ingested user data

For user integrations, click People. If you chose the option to ingest User and SaaS user data, click Software > SaaS, click the SaaS app, and then click the Users tab. 

Related Links

Creating workflows

To reduce your workload and automate complex and repetitive tasks, you can create use API blocks to create user workflows. 

The following Zendesk presets are available for completing actions:

Creating API block workflows

  1. From the menu, select Configuration.
  2. Click Workflows.
  3. Click Add add_grey_circle_black_plus.svg.
  4. Type users in the search field and select Users from the list. 
  5. Select the Blocks tab black_block_view_icon.svg, and drop the API block in the Integrations section onto the canvas.
  6. On the API block, Click Edit edit_black_pencil_icon_in_circle.svg.
  7. Type Zendesk in the Search presets field.
  8. Select the preset you want to use. 

Zendesk Add Comment and Status to Ticket preset

Add a comment and change the status of a Zendesk ticket.

  1. Select your OAuth 2.0 Zendesk credentials.
  2. Add the description or comment that you want to add to the ticket.
  3. Specify the status of the ticket.
  4. Add your Zendesk subdomain. It is automatically populated if you added your subdomain as a global variable. 
  5. Save your changes.

You can click the Advanced Mode button to make additional changes before you save the API block.  For example, the ID of the ticket is assumed to be stored in a workflow variable called ticket id (Data type= Short text). If you want to use a different value, go to Advanced Mode > Information and replace the variable {{WFVariables.ticket_id}} in the URL field with the ticket ID you want to use. See Creating a Workflow variable.

Zendesk Add Comment to Ticket preset

Add a comment to a Zendesk ticket that was created.

  1. Select your OAuth 2.0 Zendesk credentials.
  2. Add the description or comment that you want to add to the ticket.
  3. Add your Zendesk subdomain. It is automatically populated if you added your subdomain as a global variable. 
  4. Save your changes.

You can click the Advanced Mode button to make additional changes before you save the API block.  For example, the ID of the ticket is assumed to be stored in a workflow variable called ticket id (Data type= Short text). If you want to use a different value, go to Advanced Mode > Information and replace the variable {{WFVariables.ticket_id}} in the URL field with the ticket ID you want to use. See Creating a Workflow variable.

Zendesk Create Ticket preset

Create a Zendesk ticket. 

  1. Select your OAuth 2.0 Zendesk credentials.
  2. Enter the subject of the ticket. 
  3. Add the description or comment that you want to add to the ticket.
  4. Enter the ticket priority such as urgent, high, normal, or low.
  5. Add your Zendesk subdomain. It is automatically populated if you added your subdomain as a global variable. 
  6. Save your changes.

You can click the Advanced Mode button to make additional changes before you save the API block.  For example, you can select the Body tab and verify the in the Body field, the fields that you want to send to Zendesk when a ticket is created.

Zendesk Create User preset

Create a new user in Zendesk. 

  1. Select your OAuth 2.0 Zendesk credentials.
  2. Add your Zendesk subdomain. It is automatically populated if you added your subdomain as a global variable.
  3. Save your changes.

You can click the Advanced Mode button to make additional changes before you save the API block.  For example, you can select the Body tab and verify the fields, in the Body field, that you want to send to Zendesk when a user is created. 

information_blue_icon.svg See Zendesk - Create User.

Zendesk Delete User preset

Delete or deactivate a Zendesk user. 

  1. Select your OAuth 2.0 Zendesk credentials.
  2. Add your Zendesk subdomain. It is automatically populated if you added your subdomain as a global variable.
  3. Click Advanced Mode. On the INFORMATION tab, update the URL field with the {{user_external_id}} of the user that is to be deleted. 
  4. Save your changes.

warning_orange_icon.svg Two SaaS user records were added to Oomnitza. Subsequently, the two user records are merged into one user record in Zendesk. After the records were merged, the workflow is run to deactivate the user record.
Neither of the two SaaS user records can be deactivated.
 

information_blue_icon.svg See Zendesk - Delete User.

Zendesk Get User Organization preset

Use the organization ID to retrieve a user.

  1. Select your OAuth 2.0 Zendesk credentials.
  2. Enter the organization ID assigned to the user.
  3. Add your Zendesk subdomain. It is automatically populated if you added your subdomain as a global variable.
  4. Save your changes.

See Zendesk - Users.

Zendesk Suspend User preset

Suspend a user in Zendesk.

  1. Select your OAuth 2.0 Zendesk credentials.
  2. Enter the organization ID assigned to the user.
  3. Add your Zendesk subdomain. It is automatically populated if you added your subdomain as a global variable.
  4. Click Advanced Mode. 
  5. On the INFORMATION tab, update the URL with the ID of the user, {{user_id}}, you want to suspend. 
  6. Save your changes. 

See Zendesk - Suspending a User.

Zendesk Update Ticket preset

Update a Zendesk ticket. 

  1. Select your OAuth 2.0 Zendesk credentials.
  2. Enter the subject of the ticket. 
  3. Add the description or comment that you want to add to the ticket.
  4. Enter the status of the ticket.
  5. Enter the type of ticket.
  6. Enter the ticket priority such as urgent, high, normal, or low.
  7. Enter an additional tag.
  8. Add your Zendesk subdomain. It is automatically populated if you added your subdomain as a global variable. 
  9. Save your changes.

You can click the Advanced Mode button to make additional changes before you save the API block.  For example, the ID of the ticket is assumed to be stored in a workflow variable called ticket id (Data type= Short text). If you want to use a different value, go to Advanced Mode > Information and replace the variable {{WFVariables.ticket_id}} in the URL field with the ticket ID you want to use. See Creating a Workflow variable.

See Zendesk - Update Ticket.

articles_icon.svg Reference articles for workflows

Creating SaaS user workflows

To add the preset, see Creating API block workflows. When you add the workflow, type SaaS in the search field and select Software SaaS users. 

See Creating SaaS user workflows.

Zendesk User Role (OAuth2) preset

Read a user’s role and last login date in Zendesk. 

See Creating SaaS user workflows.

Reference articles for creating workflows

 

Learn more

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