Prerequisites

1. In Zoho Directory
   

1. Roles that can perform this action:
   
1. Organization Owner
2. Organization Admin
   
2. Permissions required to perform this action:
1. View apps
2. Assign apps
3. Import users
1. In Zendesk
1. Super admin or App admin role
2. Active subscription to either Multi-channel support plans or Email-first support plans
3. Bulk User Import API must be enabled to assign users to Zendesk from Zoho Directory

In Zendesk: Zoho Directory Configuration

2. Click , then click Admin Center.

In Zoho Directory: Set up provisioning

By default, all Zendesk fields will be mapped to a relevant Zoho Directory field. To change this mapping, you should have the Standard or Professional plans in Zoho Directory.

1. Create users: Assigning a user to Zendesk in Zoho Directory automatically creates a new user account in Zendesk. During this assignment, Zendesk roles will be listed by default, allowing you to choose the appropriate role of each user.
   
2. Update User profile: If a user account already exists in Zendesk for a user, any changes made to the mapped fields in user's profile in Zoho Directory will be synced with Zendesk.
   
3. Delete users: When a user is unassigned from the Zendesk app in Zoho Directory, the existing user account will be deleted in Zendesk.
   
4. Activate and deactivate users: Activating and deactivating users in Zoho Directory will activate or deactivate them in Zendesk. Additionally, users who have an account in Zendesk will be activated when they are assigned to the app in Zoho Directory.

In Zendesk, the Billing admin role can be assigned only to users who have admin and support admin role. Users with roles such as End users, Light agent or Contributor cannot be granted with billing admin access.

1. New Users: Users that are present in Zendesk but not in Zoho Directory. These users will be created in Zoho Directory, and Zendesk will be assigned to them.
   
2. Update Users: Users in Zendesk who already exist in Zoho Directory will have their profile attributes updated based on the source profile you choose. The selected users' existing details will be overwritten with the attributes from the chosen source.
3. Users to Activate: Zendesk users who are inactive in Zoho Directory but active in Zendesk will be listed here. These users will be activated in Zoho Directory and assigned to Zendesk.
4. Users to Deactivate: Zendesk users who are active in Zoho Directory but inactive in Zendesk will be listed here. These users will be deactivated in Zoho Directory.