# 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](<#default-account-schema>) 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. |