Zendesk integrations

Zendesk integrations

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AFAS Profit → Zendesk

AFAS to Zendesk integration: employees from AFAS Profit in the internal service desk, with a task for hires and leavers

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Nmbrs → Zendesk

Nmbrs to Zendesk integration: employees per company in the internal service desk, with a task on hire and termination

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Workday → Zendesk

Workday to Zendesk integration: employees as users in the internal service desk, with a task on hire and termination

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Visma Raet YouForce → Zendesk

YouForce to Zendesk integration: employees as users per employer, with tasks on joining and leaving

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HiBob → Zendesk

HiBob to Zendesk integration: joiners and leavers from Bob as user and task in the internal service desk

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Personio → Zendesk

Personio to Zendesk integration: employees with office and manager in the internal service desk

Systems you can connect Zendesk with

How KoppelHet connects to Zendesk

Zendesk Users API with endpoints such as create_or_update and create_or_update_many to create or update users in one go, based on external_id or email address.

Objects we connect

• Users with role (end-user, agent, admin) and external_id
• Organisations and organization_id
• User fields (custom profile fields)
• Tickets of type task with due_at, requester_id, group_id and external_id

What a Zendesk integration does

• AFAS Profit, HiBob, Personio → to Zendesk

  Employees as end users in bulk

  Employees from AFAS, HiBob or Personio go to Zendesk through create_or_update_many, with the employee number as external_id and department in a user field.

  AFAS Profit → Zendesk integrationHiBob → Zendesk integrationPersonio → Zendesk integrationHR to ITSM

• Workday, BambooHR → to Zendesk

  Entity or site as organisation

  Each entity or site from HR becomes a Zendesk organisation, so requests can be reported per site.

  Workday → Zendesk integrationBambooHR → Zendesk integrationHR to ITSM

• AFAS Profit, Personio → to Zendesk

  Onboarding task for the internal desk

  A hire creates a ticket of type task through the Tickets API, with the start date as due_at, the new employee as requester and the IT group in group_id. The employee number in external_id prevents a second ticket for the same hire.

  AFAS Profit → Zendesk integrationPersonio → Zendesk integrationHR to ITSM

• AFAS Profit, Personio → to Zendesk

  Suspend an agent on leaving

  When an agent leaves, the integration sets suspended to true, so they can no longer sign in or see tickets.

  AFAS Profit → Zendesk integrationPersonio → Zendesk integrationHR to ITSM

What to watch for

• The external_id field is the stable key to HR. Zendesk treats it as case-insensitive, so an employee number works well.
• Updating organization_id changes the default organisation and removes other memberships. With several organisations per employee we write memberships separately.

In your IT landscape

• Runs as a managed integration on the KoppelHet platform, next to your existing integration layer. No VPN into your network.
• Only the fields in the design you approve are transferred. The platform keeps no register of its own.
• Tested first in the test or acceptance environment where there is one. You choose the go-live moment.
• ISO 27001 certified, hosted in Amsterdam. When the contract ends you receive the configuration and the audit logs.

Implementation, architecture and compliance

Processes with this system

• HR to ITSM

Topics that involve Zendesk

• Multiple employers and locations
• The first working day

Articles about Zendesk

• First working day: who prepares what, and when?