Issue symptoms

  • The name of my user changes to an undesired name or string on its own, or when the user logs into Zendesk.
  • My user changed their name themselves after logging in, or another agent or admin may change the name, but the original value overwrites the change.
  • No one is manually resetting the name to the wrong value, this is done automatically.
Note: The same issue can make a user's role change on its own, and that is explained by the behavior described in this article.

Conditions

  • The affected user is signing into Support through Single sign-on (SSO).
  • The agent's name in Zendesk resets to the same value as established through SSO.

or

  • The account installed the Salesforce integration.
  • The Zendesk for Salesforce integration has user/contact or user/lead sync set up.
  • The agent's name resets to the Salesforce value.

Resolution steps

The name change of the use happens because your SSO method or Salesforce integration is overwriting your current user name.

With SSO, all user management and authentication happens outside of your Zendesk. For example, when a user logs in using SSO, your SAML attribute mapping overwrites the name field mapped to the first name in Zendesk and updates the name of the user.

  • To stop this behavior, either update your user name within the identity provider you use to log into Zendesk from or stop using SSO to log into Zendesk.

With Salesforce, setting up the user/contact or user/lead syncing in Salesforce allows the integration to update user information every time the contact or lead profile is updated in Salesforce.

  • To prevent this behavior, either update the user name in Salesforce or turn off the user syncing in the Zendesk for Salesforce integration.  

For more information, see the article: Viewing and editing your user profile in Zendesk Support.

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