Skip to content

Activity Insights - Zendesk

To display activity data from Activity Insights, you must first register an application in Zendesk. You’ll then connect the following required sources so that IdentityNow can gather your Zendesk account information and activity data.

Connector Description
Zendesk The identity governance connector allows you to manage your Zendesk accounts and groups in IdentityNow. 
Activity Insights - Zendesk The Activity Insights connector works with your Zendesk identity governance connector to provide activity data for identities.

Registering an Application in Zendesk

Before activity insights can display in IdentityNow, you must register an application in Zendesk to generate OAuth credentials.

  1. Register an application in Zendesk.

You can now use your client ID and secret to connect Zendesk to IdentityNow.

Connecting Zendesk to IdentityNow for Activity Insights

To connect Zendesk to IdentityNow, you’ll need to configure the Zendesk Identity Governance source and Activity Insights - Zendesk source in IdentityNow. This will allow IdentityNow to gather account information and activity data from Zendesk.

Configuring the Zendesk Identity Governance Source

Follow the directions to configure your Zendesk source in IdentityNow. You can also edit an existing source. 

Configuring the Activity Insights - Zendesk Source

To display activity data from Activity Insights, you must configure the Activity Insights - Zendesk source in IdentityNow.

  1. Go to Admin > Connections > Sources. 
  2. Select Create New to create a new source. 
  3. Search for and select the Activity Insights - Zendesk connector. 
  4. Enter a name and description for the source. 
  5. In the Source Owner field, begin typing the name of an owner. Matches appear after you type two letters. 
  6. (Optional) Select a governance group for source management. 
  7. Select Continue to create the source.
  8. Select Configuration from the left panel.
  9. Enter the following information: 

    • Host URL - The Host URL for your Zendesk account. For example, your Host URL may appear as
    • Email Address - Enter the email address of the Zendesk account.
    • Password - Enter the password for the Zendesk account.
    • Client ID - Enter the Client Name from the Zendesk application.
    • Client Secret - Enter the Client Secret from the Zendesk application.
  10. Select Save to save these settings. 

  11. Select Review and Test from the left panel. 

  12. Select Test Connection to test the connection between the applications. You must have a successful connection for IdentityNow to gather activity data. If the test is unsuccessful, retry your credentials or contact SailPoint Support. 

To gather account data, you must correlate accounts and run an aggregation for the Zendesk identity governance source. Your activity data will begin syncing immediately but may take up to 24 hours to display. Data will then update daily.

Required Permissions

IdentityNow requires Admin account access to pull usage data for Zendesk users.

Requested Scopes

IdentityNow requests the following scopes:

Scope Description
Read Read all user data.

User Metadata

IdentityNow pulls the following user metadata from Zendesk.

Field Description
Name The user's name.
Email The user's email address.
User Created The date the user was created in Zendesk.
Can Report CSV Indicates whether the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface.
Chat Only Indicates whether the user is a chat-only agent.
Moderator Indicates whether the user can moderate forums.
Restricted Agent Indicates whether the agent has any restrictions. This will appear as false for admins and unrestricted agents and true for other agents.
Role The user's role.
Role Type The user’s role type. For example, an agent may be a custom agent, light agent, or chat agent.
Shared Indicates whether the user is shared from a different Zendesk Support instance.
Shared Agent Indicates whether the user is a shared agent from a different Zendesk Support instance.
Suspended Indicates whether the agent is suspended.
Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal.
Ticket Restriction Specifies which tickets the user has access to. If “null”, the user has no ticket restrictions.
Two-Factor Auth Enabled Indicates whether the user has two-factor authentication enabled.
Verified Indicates whether the user's primary identity is verified.