HR to ITSM
Loket Zendesk integration: employees as end users per employer and tasks on joining and leaving
With an integration between Loket and Zendesk, every employee from Loket becomes an end user in the internal help desk in Zendesk, in the organization of their employer, and KoppelHet creates a task for the right group for a new employment and before it ends. After the last day the integration suspends the user, so they can no longer sign in to the portal.
What the integration does
Organisations that use Loket for payroll and Zendesk as an internal help desk for IT or facilities often only see new colleagues in Zendesk once they email their first question. Departed employees keep access to the help centre as long as nobody suspends them.
- KoppelHet fetches the changed employees and employments per employer from Loket.
- In Zendesk KoppelHet creates or updates the end user on external ID, without a verification email.
- The user becomes a member of their employer's organization.
- For a new employment KoppelHet creates a task with the start date as due date; for an end of employment a task with the end date and the reason.
- Once the tasks are done and the last day has passed, KoppelHet suspends the user.
What to watch for with Loket and Zendesk
- Zendesk looks up an existing user on email address or external ID. KoppelHet uses employer plus employee number as external ID, so a new email address in Loket updates the existing user instead of creating a second one.
- A user in Zendesk gets an email to confirm their address on creation by default. KoppelHet switches that verification off, so hundreds of colleagues do not get an unexpected email from the help desk during the initial load.
- The organization field on a Zendesk user overwrites all other memberships. Someone with employments at two employers in Loket therefore gets two organizations through the memberships API, instead of through that single field.
- Zendesk allows creating or updating users once per second per account. For the initial load the customer asks Zendesk to enable bulk import; until it is on, KoppelHet processes the employees one by one within that limit.
- A suspended user in Zendesk can no longer sign in, and their tickets are suspended as well. KoppelHet therefore only suspends once the offboarding task is done and the last day from Loket has passed.
- Loket stores a reason with every end of employment. KoppelHet puts it in a ticket field of the offboarding task, so a Zendesk trigger brings in a different group for a dismissal than for retirement.
- No messages go from Loket to other systems, only emails to people. The integration therefore requests the changes itself per employer a few times a day.
This integration is also part of joiner, mover, leaver.
How we build and run it
- The integration runs on the KoppelHet platform, hosted in a data centre in the EU.
- Every sync and every error is visible in the functional log; on an error your administrator is notified.
- A change that cannot go through is not half-applied but queued for another attempt.
- KoppelHet is ISO 27001 certified. Data travels encrypted and stays on the platform no longer than needed.
- After go-live we manage the integration and adjust it when your process changes.
- The integration fits next to your existing integration layer. Only the fields in the design are transferred; the platform keeps no register of its own.
Implementation and price
This is not an app you switch on. We build the integration for your organisation on our platform, with building blocks we reuse on every project. So it is custom work that does not start from scratch.
A consultant prepares the intake and analyses both systems. We then record the mapping and exceptions field by field, test in the test or acceptance environment and go live at a moment you choose. Costs are a one-off amount for the setup and a monthly amount for platform, monitoring and support.
Frequently asked questions
Isn't Zendesk for customer service?
That too. Many organisations use a separate Zendesk instance as an internal help desk; this integration is meant for that.
Do employees get an email from Zendesk when they are created?
No. The verification email is switched off. You decide how and when to announce the help centre.
Does salary data go to Zendesk?
No. Only name, business email, employer, department, job, dates and the reason for leaving.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- Loket through the Loket REST API with OAuth 2.0 (authorization code flow with refresh token), per employer. Employee with employeeNumber, firstName, prefix, lastName and businessEmailAddress; employment with start date, endDate and endOfEmploymentReason.
- Zendesk through the Users API: create_or_update (match on email or external_id; 1 call per second per account), skip_verify_email, user_fields and suspended; create_many with at most 100 users and off by default (403 until Zendesk Support enables bulk import). Organizations through the Organization Memberships API. Tasks through the Tickets API with type task, due_at and group_id.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Loket | Field in Zendesk | Notes |
|---|---|---|
Werkgever + employeeNumber | external_id | Unique across all employers |
firstName, prefix, lastName | name | |
businessEmailAddress | email | |
Werkgever | organization (Organization Memberships) | |
Afdeling en functie | user_fields | |
Begindatum dienstverband | Ticket type task, due_at | |
endDate en endOfEmploymentReason | Ticket type task met reden in een ticketveld | |
Einddatum verstreken | suspended = true |
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