• Key reasons to integrate Active Directory with Zendesk
  • How to integrate Active Directory with Zendesk manually
  • How ADManager Plus simplifies the integration between Zendesk and Active Directory

Zendesk is a key platform for managing customer support operations, while Active Directory (AD) serves as the backbone for user access and identity control in most IT environments. However, when these systems operate in isolation, it creates gaps in efficiency, security, and compliance.

Integrating Zendesk with AD helps unify your user management processes, ensuring that updates in one system are consistently reflected in the other. Here's why that integration matters, and how to make it happen effectively.

Key reasons to integrate Active Directory with Zendesk

1. Automates agent onboarding and offboarding

Whenever a new support agent joins the team or an employee exits, the IT team typically has to manually create or disable their Zendesk account. This manual process can lead to delays, misconfigurations, or overlooked access.

By integrating Zendesk with AD, these actions can be automated. When a user is added or removed in AD, the corresponding Zendesk account is provisioned or deactivated automatically, ensuring timely access and eliminating manual effort.

2. Strengthens security and access control

Without integration, it’s easy for user accounts in Zendesk to become outdated—especially when someone changes roles or leaves the organization. This poses a security risk and complicates audits.

An integrated setup ensures that only active, authorized users retain access to Zendesk. When an account is disabled in AD, access is revoked across connected systems, including Zendesk. This reduces the chance of unauthorized access and supports a stronger security posture.

3. Ensures accurate user data and permissions

Support agents often move between teams or take on new responsibilities. Without centralized updates, roles and access in Zendesk can drift out of sync with the user’s current position.

With integration, AD becomes the source of truth. Updates to user roles or group memberships in AD are automatically reflected in Zendesk, ensuring agents always have the correct permissions without manual intervention.

How to integrate Active Directory with Zendesk manually

It’s technically possible to create a custom integration using Zendesk’s API combined with scripting tools like PowerShell. This approach typically involves:

  • Writing scripts to fetch user data from AD
  • Sending API calls to create, update, or disable users in Zendesk
  • Handling errors, retries, and logging for audit purposes

However, building and maintaining this solution requires technical expertise and ongoing upkeep, especially as team structures and systems evolve.

A more scalable and manageable option is to use a purpose-built identity management tool that automates this process reliably.

How ADManager Plus simplifies the integration between Zendesk and Active Directory

ManageEngine ADManager Plus is an identity governance and administration (IGA) solution that enables automated user lifecycle management across Active Directory, Entra ID (formerly Azure AD), and connected business applications like Zendesk.

With ADManager Plus, you can:

  • Automate user provisioning and deprovisioning in Zendesk based on AD updates
  • Define custom workflows for onboarding, offboarding, and role changes
  • Set up no-code integrations using prebuilt templates
  • Maintain audit-ready logs and reports for compliance

This ensures Zendesk accounts are created and managed in sync with your AD environment—eliminating delays, reducing administrative load, and improving security.

Discover how ADManager Plus can seamlessly integrate Zendesk with Active Directory.