The issue: External IDs are visible to all support agents in ZenDesk. We do need to update some end users that have changed information on a monthly basis should there be an office change, team change, phone, email, or name update and plan to add in new users as well as update people records based upon the External ID. We want to be able to upload/update through the bulk uploading csv feature and our upload would key off of the External ID. We would like to keep this field private.
The impact: We are very concerned about potential duplicates through manual upload mistakes or information not synching properly through any SSO pushes. At the every least, there would be greater administrative manual hours having to upload with this field and then to bulk upload to remove it as well as checking to make sure that there is no data corruption for each monthly update.
The workaround: We do not yet have one.
What we would like to have happen: If the External ID could only appear on ZenDesk administrator's screens or be restricted from view in some way but the field could still be usable.
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