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Stephen Barbarino

Incorporación 16 ago 2022

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Última actividad 04 mar 2024

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Stephen Barbarino hizo un comentario,

ComentarioHow to manage user access

Melissa, I'm not with Zendesk but what you described is how I fixed it in my environment. I removed first name from the SAML attribute map which stopped it from updating the name field whenever a user with a preferred name authenticated into the app. Just be warned, every environment is different so you should 100% test this before rolling it out to production. We use UPNs as unique keys Zendesk which is why we were able to remove first name safely. I did keep last name in there though. 

I hope that helps. 

Ver comentario · Publicado 04 mar 2024 · Stephen Barbarino

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Stephen Barbarino hizo un comentario,

ComentarioHow to manage user access

For those of you struggling with this, let me provide the detail that Zendesk support should have provided instead of just saying "it's SSO". 

If you are mapping a display name to first name in Zendesk using SCIM when provisioning users, you'll notice that the first name of the user in Zendesk will update. This is great, it's what most of us want.

Here comes the issue : When the user logs in via SSO, your SAML attribute mapping is overwriting the name with whatever name field is mapped to first name, that's why it's updating the users name. 

Take a look at your SAML attribute claims in your SSO configuration in your identity provider (Azure AD in my case) for Zendesk, that's where you'll see where you need to make the update.  The default claims maps givenName in azure to first name in Zendesk. I can't tell you how to fix this but this at least gives you some direction in how to get this solved. If you're not responsible for your identity provider configuration, this information should at least point those that are in the correct direction for a solution. In my case, since I'm using Azure AD, I was able to adjust the default claims to stop SAML from updating our users first name when they log in. 

Zendesk support, it really wouldn't have killed you guys to provide a bit more information other than "it's SSO" especially when so many of us already told you we were provisioning users from the same identity provider that we're using for SSO. This is totally fixable in most IdP's. 

Hope this info helps. 

Ver comentario · Editado 03 mar 2024 · Stephen Barbarino

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Stephen Barbarino hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

I'm glad it's not just me. We would love a search or toggle option to help reduce the field clutter when performing bulk edits. 

Ver comentario · Publicado 03 ene 2024 · Stephen Barbarino

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Stephen Barbarino hizo un comentario,

ComentarioTicket customization

Understood on the use case Ashwin, that does make sense. However this does limit the use of Zendesk as an internal ticketing platform. It seems that Zendesk is more focused on the B2C customer experience use case which is fine...I just think that those of us trying to use it as an ITSM tool will find it lacking in features and eventually need to make a move to a platform more suitable. 

Ver comentario · Publicado 09 ene 2023 · Stephen Barbarino

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Stephen Barbarino hizo un comentario,

ComentarioHow to manage user access

If we're using Azure AD SCIM provisioning and setting a users display name based on their preferred name while leaving their first name in azure set to their legal first name it shouldn't update the name in Zendesk during SSO. 

Are there any plans to fix this? Telling us to "stop using SSO" isn't a sufficient answer.

Ver comentario · Publicado 05 dic 2022 · Stephen Barbarino

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Stephen Barbarino hizo un comentario,

ComentarioTicket customization

Hi Ashwin, thanks for taking the time to address all of the questions individually, that's really appreciated. I'm not sure I fully understand the concern though. If a Zendesk customer doesn't want to expose data through lookup fields to their end customer through guide wouldn't they just not use a lookup field then? 

Our use case around Zendesk is focused on an internal customer base where having the ability to lookup users would really help. When we were evaluating products to be used as an internal ticketing and service management platform, the Zendesk team said this would be possible but I can honestly see us outgrowing this solution in a few years without this functionality. 

Ver comentario · Publicado 17 nov 2022 · Stephen Barbarino

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Stephen Barbarino hizo un comentario,

ComentarioTicket customization

This is great, but I'd love for their to be a lookup field available for end users. For example, a manager submitting an equipment request ticket for an employee would select the employee in a lookup field. 

It's a bit crazy this isn't already available. 

Ver comentario · Publicado 03 nov 2022 · Stephen Barbarino

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Stephen Barbarino hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Just wanted to add that we could really use this feature for our human resources employee onboarding processes. Due dates for specific requests are usually 5 days from the time of request. 

Ver comentario · Publicado 16 ago 2022 · Stephen Barbarino

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