Schema Reference

The application schema is used to configure the objects returned from a connector.

Note

The Account Schema tab is used to define the attributes for each object type in the application being configured. The schema attributes can be defined as Entitlement or Multi-Valued. Refer to Managing Source Account Schemas for more information.
The schema attributes that are not present by default must be defined as strings if not specified.

The Zendesk connector uses the following default correlation and object configurations.

Default Account Schema

Each source supports a variety of details, or attributes, about each user who has an account, such as their name, email address, manager name, and location.

The set of account attributes each source stores and how they're organized is known as the account's schema. To best represent your data, you can configure sources to use an account schema matching the one you use in the external connector. Refer to Managing Source Account Schemas for more information.

Default Account ID

SailPoint requires that certain attributes remain in your configuration. These attributes are referred to as account IDs.

Caution

Changing the attribute marked as the account ID after aggregating accounts can result in duplicate accounts being created. To avoid this, either reset the accounts on this source before editing the account ID attribute or edit the account ID attribute before aggregating accounts.

To resolve issues caused by changing account IDs, reconfigure them to their default values.

The following table lists the default account IDs for this connector:

Account ID	Schema Object Type
id	Account
id	Group
id	organization
id	customAgentRole

Default Account Attributes

The Zendesk connector supports the following default account schema attributes and customer configurable attributes. The attributes must be defined as strings if not specified.

Attribute Name	Description
id	The ID of the user. This is an Account ID which must not be changed.
name	The name of the user.
email	The primary email address of the user. This is the primary email address of the user if there is no other associated email address. If there are multiple email addresses associated with the user, this is the email listed at the top of all email addresses.
active	The active status of the user. Value is `false` if the user has been deleted.
alias	An alias displayed to end users.
chat_only	Whether or not the user is a chat-only agent.
created_at	The creation time of the organization.
custom_role_id	A custom role of the user. It can be associated with the user, if the user is an agent on the Enterprise plan.
role_type	The role ID of the user.
details	Details about the user, such as the address.
external_id	A unique external id to associate organizations to an external record.
last_login_at	The last time the user signed in to Zendesk Support.
locale	The locale of the user. A BCP-47 compliant tag for the locale. If both "locale" and "locale_id" are present on create or update, "locale_id" is ignored and only "locale" is used.
locale_id	The language identifier of the user.
moderator	Designates whether the user has forum moderation capabilities.
notes	Notes about the user
only_private_comments	The value is `true` if the user can only create private comments.
organization_id	The ID of the user's organization. If the user has more than one organization membership, it is the ID of the user's default organization.
default_group_id	The ID of default group of the user.
phone	The primary phone number of the user.
shared_phone_number	Indicates if the phone number is shared or not.
restricted_agent	Indicates the restrictions of the agent as follows: false: admins and unrestricted agents true: other agents
role	The role of the user. Values: end-user, agent, or admin For default agent roles (such as Advisor, Staff, Team Leader, and so on) present in Zendesk Support, those are populated as agent.
shared	If the user is shared from a different Zendesk Support instance.
shared_agent	(Applicable only for ticket sharing accounts) If the user is a shared agent from a different Zendesk Support instance.
signature	The signature of the user. Only agents and admins can have signatures.
suspended	Indicates the suspension status of the agent. Tickets from suspended users are also suspended and these users cannot sign in to the end user portal.
tags	(Applicable only if tagging is enabled) The tags of the user.
ticket_restriction	Specifies which tickets the user has access to. Values: organization, groups, assigned, requested, null
time_zone	The time zone of the user.
iana_time_zone	The time zone database.
two_factor_auth_enabled	Indicates the enablement status of two factor authentication.
updated_at	The last update time of the organization.
url	The API URL of the user.
verified	Users identities verified.
report_csv	Indicates the access of the CSV report on the Search tab of the Reporting page in the Support admin interface. Only available on the Guide Professional plan.
groups	List of all groups attach to user.
organizations	List of all organizations attached to user.

Default Entitlement Attributes

Entitlement attributes define the entitlements, such as groups or roles, that can be assigned to the managed system's user accounts. Refer to Managing Entitlements for more information.

Caution

Changing the attribute marked as the Entitlement ID after aggregating accounts or entitlements can result in duplicate entitlements being created, or access profiles and roles breaking. To avoid this, edit the entitlement schema before performing any aggregations.

Default Group Attributes

The Zendesk connector also supports groups. The following attributes must be configured on the managed system and in the SailPoint source schema to manage groups.

Attribute Name	Description
id	The ID of the group. This is an Entitlement ID which must not be changed.
name	The name of the group.
url	The API URL of this group.
description	The description of the group.
default	If group is default for the account.
deleted	Indicates the deleted groups.
created_at	The creation time the group.
updated_at	The last updated time of the group.

Default Organization Attributes

Attribute Name	Description
id	The ID of the organization. This is an Entitlement ID which must not be changed.
name	A unique name for the organization.
details	Details about the organization, such as the address.
group_id	New tickets from users in this organization are automatically put in this group.
url	The API URL of the organization.
external_id	A unique external ID to associate organizations to an external record.
created_at	The creation time of the organization.
updated_at	The last update time of the organization.
domain_names	An array of domain names associated with this organization.
notes	Notes about the organization.
shared_tickets	End users in this organization are able to see each other's tickets.
shared_comments	End users in this organization are able to see each other's comments on tickets.
tags	The tags of the organization.

Default Custom Agent Role Attributes

Attribute Name	Description
id	The ID of the custom role. This is an Entitlement ID which must not be changed.
name	The name of the custom role.
description	The description of the custom role.
role_type	Type of custom role.
created_at	The creation time of the custom role.
updated_at	The last update time of the custom role.

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