Ive been trying to find a way to pull user data from our Active Directory into ticket forms, but im stuck.
The workflow we are trying to achive is this:
A manager wants to change something on a user thats is in the AD -> submits a request with a specific ticket form. That ticket form has a search field that searches for the user name in the AD. And prefills some ticket fields with, for example, name, phone number, dropdown with group memberships. Then, as an agent, we will just need to verify the changes and make the changes in our AD.
The way we have to do this now, is to have a lot of empty fields, relying on the manager to know exactly what group memberships the user has, to spell the username correctly and so on.. Some kind of lookup would be awesome.
Of course it would be possible with some other datasource that we export the AD information to, or even the users inside Zendesk (if we set up provisioning), but im not sure thats possible either.
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