Zendesk Capabilities

Last updated: October 8, 2024

After this article...

You'll understand the capabilities our Zendesk integration provides, and how Lumos interacts with the Zendesk API.

View users

The mapping between Zendesk user statuses and Lumos user account statuses is below.

Zendesk User Status	Lumos Account Status
Suspended	Suspended
Not Suspended	Active
deleted (Zendesk no longer returns a user)	Suspended

Zendesk API endpoint: https://developer.zendesk.com/api-reference/ticketing/users/users/#list-users (we don't return end-user accounts, just admins and agents)

Log to ITSM

More details on how we log tickets to Zendesk can be found here:📄 Configuring Zendesk ITSM Logging

View a user's entitlements

Lumos can retrieve the following user entitlements from Zoom.

Product Role - We surface a list of the Zendesk products the user can access and the role they have within that product. For example, a user can have Guide - Admin, Explore - Studio, and Support - Agent.
License - We surface whether the user has a Paid Seat, Light Agent Seat, or Free Seat (more info from Zendesk on license types).

In Lumos, the Last Login value represents the last time the user logged into Zendesk or made an API request using an API token or basic authentication.

Zendesk API endpoint: https://developer.zendesk.com/api-reference/ticketing/users/users/#show-user (we look at the last_login_at field)

Downgrade a user

AppStore	Offboarding	Access Reviews	License Management
N/A	✅	❌	✅

In Lumos, downgrading a Zendesk user changes their Account Status to "Deprovisioned" during the next Zendesk sync (not immediately).

In Zendesk, this action downgrades the user from an Agent/Admin to an End User. Before downgrading an agent, Zendesk recommends reassigning all of their tickets to prevent data loss (more info).

This action reclaims a license in Zendesk.

Zendesk API endpoint: https://developer.zendesk.com/rest_api/docs/support/users#update-user (we change the role to end-user).

Suspend a user

AppStore	Offboarding	Access Reviews	License Management
N/A	✅	✅	✅

In Lumos, suspending a Zendesk user changes their Account Status to "Suspended".

In Zendesk, when a user is suspended, new support requests received from the user’s registered identities are added to the suspended tickets queue. Suspended users also can't sign in and create new tickets via the API, and won't have tickets created if they call any of your Talk lines. (Source)

This action does not reclaim a license in Zendesk.

Zendesk API endpoint: https://developer.zendesk.com/api-reference/ticketing/users/users/#suspending-a-user

Deprovision a user

AppStore	Offboarding	Access Reviews	License Management
N/A	✅	✅	✅

In Lumos, deprovisioning a Zendesk user marks their Account Status as "Deprovisioned".

In Zendesk, this action permanently removes the user and their data from Zendesk. Deleted users are not recoverable. The only context in which you can transfer data today is during Offboarding and Inactivity Workflows, so if you're using this option, important data should be transferred to a new user first.

This action reclaims a license in Zendesk.

Zendesk API endpoints:

Soft: https://developer.zendesk.com/api-reference/ticketing/users/users/#delete-user (we do this first)

Hard: https://developer.zendesk.com/api-reference/ticketing/users/users/#permanently-delete-user (we do this after the "soft" delete)