HR to ITSM
YouForce to Zendesk integration: employees as users per employer, with tasks on joining and leaving
With an integration between Visma Raet YouForce and Zendesk, every employee from YouForce is a user in Zendesk, in their employer's organisation and with department and manager in custom fields. On a hire or departure KoppelHet creates a task with a due date for the service desk, and a departed agent is suspended, not deleted.
What the integration does
Organisations with several employers in one YouForce environment, such as a joint arrangement, that run their service desk in Zendesk only see employees in Zendesk at their first email, without employer or department. Without an integration reports per employer are made by hand and a departed agent keeps their licence.
- HR records a hire in YouForce. As soon as it is processed, KoppelHet sees the new employee.
- KoppelHet creates the user in Zendesk in their employer's organisation, with department and manager, without a verification email.
- A task is created with the start date as due date, for the group that arranges laptop and accounts.
- When someone changes department or employer, KoppelHet updates the user and their organisation.
- When the last employment gets an end date, a task is created for the last working day. If the leaver is an agent, they are suspended afterwards.
What to watch for with Visma Raet YouForce and Zendesk
- One YouForce environment can hold several employers, such as the organisations in a joint arrangement. Each employer becomes an organisation in Zendesk, so triggers, SLAs and reports work per employer without anyone entering it on the user.
- YouForce records the manager as a role on a department, not on the employee. KoppelHet looks up the head of each employee's department and puts that in a custom user field, so an approval reaches the new manager after a reorganisation.
- The department dropdown in Zendesk is always updated as a whole; a department that is missing disappears from every user. Because YouForce has departments per employer, KoppelHet always sends the complete list for all employers.
- An employee with two employments is one user in Zendesk, with the department from the main employment. The end of one employment produces no departure task; that only follows on the end date of the last one.
- Through the API YouForce only provides what HR Core has already processed. A hire still in a workflow therefore does not yet produce a user in Zendesk; the task only follows once HR has completed it.
- A deleted user cannot be restored in Zendesk. Whether a record still exists in YouForce also says nothing about departure. KoppelHet therefore suspends a departed agent after the end date of their last employment, and never deletes because a record is missing.
- Zendesk sends a new user a verification email by default. Because YouForce often processes a hire weeks before the start date, KoppelHet creates the user without that email, so nobody gets mail from the service desk before their first working 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
Can we have different rules per employer in Zendesk?
Yes. Because every employer from YouForce is an organisation in Zendesk, triggers, SLAs and views can filter on it.
Do citizen service numbers or salary data go to Zendesk?
No. The integration only has the basic data scope in YouForce; private data and salary fall outside it.
Do existing employees get a task at go-live?
No. The first run only puts users and organisations right. Tasks only follow from new hires and departures.
Technical details for IT
For those who want to know how it works under the hood: APIs, fields and sources used.
- YouForce is read through the Youforce IAM API with only the read scope for basic data (persons, employments and role assignments), on records whose latestSync is after the previous run. The employer follows from the Payroll Client. The isActive flag only says whether a record still exists in HR Core. Access per tenant through OAuth 2.0 client credentials in Visma Connect.
- Zendesk is written through the Users API (create_or_update on external_id with skip_verify_email; initial load with create_or_update_many, at most 100 per call as a background job), organisations through create_or_update and the Organization Memberships API, dropdowns through the User Fields API (custom_field_options always complete). Tasks through the Tickets API with type task, due_at, requester_id, group_id and external_id. Update User and Create Or Update User are limited to 5 requests per minute per user.
Which fields are transferred
The key fields. The full mapping is agreed per customer.
| Field in Visma Raet YouForce | Field in Zendesk | Notes |
|---|---|---|
Persoonsnummer | external_id | Fixed key, also with several employments |
Roepnaam, voorvoegsel en achternaam | name | |
Zakelijk e-mailadres | email, daarna primaire identity | |
Payroll Client (werkgever) | organization via organization_memberships | |
Organisatie-eenheid van het hoofddienstverband | user_fields: afdeling (dropdown) | |
Leidinggevende rol op de organisatie-eenheid | user_fields: leidinggevende | |
Soort arbeidsrelatie | user_fields: soort medewerker | |
Begindatum of einddatum dienstverband | Ticket type task met due_at, requester en group_id | |
Einddatum laatste dienstverband (agent) | suspended = true |
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