Symptom(s)

Sync Zendesk Data shows an error, Last synced does not update after a sync, or a Zendesk agent, group, or queue you expect is missing from the relevant WFM area.

Environment

  • You are an administrator reviewing a Zendesk connection in Integrations.
  • The problem appears after a sync attempt or while checking Zendesk-derived workforce data.

Cause(s)

  • A missing or incorrect Zendesk subdomain, or a connection that shows Needs OAuth, can prevent ZenOps from fetching data from the intended Zendesk account.
  • A sync can fail for a reason reported in the on-page error message. The message and connection state are needed to identify the cause; a missing record alone does not establish that the whole sync failed.

Resolution

  1. Open Integrations, find Zendesk, and select Manage. Check Zendesk Subdomain and whether Zendesk Integration shows OAuth connection active. If the subdomain has not been saved or the connection needs authorization, follow How To Connect Zendesk.
  2. Check Last synced in Zendesk Data Sync. Select Sync Zendesk Data once, wait for the result message, then reload the page. Confirm that the saved Last synced time advanced. If the page reports an error, keep its exact wording for the next check.
    Note: A missing record may need mapping

    A successful sync does not automatically add every Zendesk record to WFM lists. People may need importing or linking; planning workstreams need WFM mappings.

  3. If sync completed but an agent is missing from Settings > People > Users, check Import from Zendesk. Check Teams and Skills for links. For a missing planning queue, check Settings > Forecasting > Queues and the connected Zendesk account.
  4. If the error remains, the saved sync time does not advance, or the record is absent from import choices, contact ZenOps support. Include the error, attempted sync time, and missing record type.