I have been trying to find more information for something I thought would be more common, but I didn't manage to find a satisfactory answer, therefore I am posting here.
We have been trying to pull data from our Okta profile users into Zendesk. More specifically, we are trying to pull information about the user office location into Zendesk so that we may report on which office locations tickets are raised from.
At this point we have synced the user office location from our on-prem Active Directory into Okta into a custom attribute, and this custom Okta attribute is already mapped into the Zendesk Okta app. So far so good.
My actual question is how to display this custom attribute information into Zendesk itself. Ideally, we would like to "attach" this custom attribute information into a User field. This user field can then be part of the Zendesk profile of each user, and then we should be able to somehow link it via triggers into a ticket field.
Moreover, this custom user field should be automatically updated based on the information that the source (profile master) provides. So for example if a user's location changes from "Amsterdam" to "Berlin" in Active Directory, this change will be pushed to Okta (this does happen already) and then Okta will push this change into Zendesk. Therefore the Zendesk user profile will always be kept up to date with the latest information for each user.
I haven't managed to find any concrete information on how to populate ANY Zendesk user field from information that is being pushed by a directory integration (be it Okta, on-prem AD, Azure AD, etc.). And to keep that information up to date without bulk importing users all the time. Am I missing something?
The closest information I could find about my issue was described in the following Zendesk community conversation, but then it mostly focuses on how to link a user field with a ticket field:
Bottom line, we would like to have a Zendesk user field being automatically populated (and updated) from an AD/Okta attribute.
Will appreciate any input on this!
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