Zendesk considerations and limits
Keep the following considerations and limits in mind when you integrate Zendesk with Okta.
Considerations
- If an admin selects an unsupported Locale for the end user role, Okta reverts to the default locale.
- Group memberships aren't supported for end users. Suppose that you assign a user that has the end user role to a group in Okta that's linked to a group in Zendesk. That user isn't assigned to the group in Zendesk.
- Group Push is only available for apps with no Groups profile property in the template. To unlock this feature for an existing app instance, ask Support to update the profile for your app. Then have them remove Groups from the Custom attribute list in the Profile Editor.
- All new apps have Group Push enabled, so it's impossible to add the Groups profile property in the template for them.
- All agent and admin users pushed to Zendesk are automatically added to the Support group. After the users are pushed, you need to save your provisioning settings again. To do so, open your Zendesk app integration and click Provisioning. Select To App, click Edit, scroll down, and click Save.
Limits
- Password sync: To ensure that Sync Unique Password in Zendesk works, you must enable All admins to set passwords in the Zendesk Global security settings ().
- App assignment: You might encounter errors during initial app assignment after creating an app instance. For example, you could receive an error message that states that a value isn't allowed for a property. If this occurs, try creating the app instance without assigning it to any user or group. After successfully creating the instance, assign the app to the appropriate through the following approaches:
- By user: From the Okta Admin Console, go to and then assign the app to users.
- By app: From the Okta Admin Console, go to and then assign the app to users.
- Phone number format: If you encounter a phone validation error during user creation/update, ensure that you're using the E.164 phone format in Okta, or disable phone validation on the Zendesk side ().
- Agents and admins: All agent and admin users pushed to Zendesk are automatically added to the built-in Support group.
- Group name duplication: Zendesk allows for the creation of multiple groups with the same name. You can't link a group in Okta to one of these groups in Zendesk. Attempting to do so results in a failure.
- User deactivation in groups: When you remove a user from an Okta group that's linked to a Zendesk group, the user remains in the Zendesk group but has an inactive state.
- Initial app assignment: If you receive an error during the initial app assignment flow, first create the app instance without assigning any users or groups. After you create the instance, you can assign users or groups using the standard Okta assignment workflows.