Fix User Name Changes in Zendesk - Frequently asked questions
Frequently asked questions
Why does my user's name keep changing in Zendesk?
Your user's name might be changing in Zendesk due to SSO or Salesforce integration settings. When using Single Sign-On (SSO), user management and authentication occur outside of Zendesk. If your SAML attribute mapping is set to overwrite the name…
How can I stop SSO from changing my user's name in Zendesk?
To stop SSO from changing your user's name in Zendesk, adjust your identity provider settings. SSO can overwrite user names in Zendesk if the SAML attribute mapping is set to update the name field. To prevent this, you need to update the user…
What should I do if Salesforce integration changes my user's name in Zendesk?
If Salesforce integration is changing your user's name in Zendesk, you can update the name in Salesforce or disable user syncing. The Zendesk for Salesforce integration can reset user names in Zendesk to match those in Salesforce if user/contact…
Can I use a preferred name for users in Zendesk with SSO?
Using a preferred name for users in Zendesk with SSO can be challenging but possible with adjustments. If your identity system doesn't support preferred names, you might need to adjust the SAML attribute mapping to prevent it from overwriting the…
Why does my agent's role change automatically in Zendesk?
An agent's role might change automatically in Zendesk due to SSO or integration settings. Similar to name changes, if your SSO or integration settings are configured to sync roles, it can overwrite the role settings in Zendesk. Check your…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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