Objective

Confirm that the Zendesk connection has completed a data sync and that the workforce information you need is appearing in ZenOps WFM.

Environment

  • You are a ZenOps administrator with access to Integrations and the relevant workforce settings.
  • Your workspace has a configured Zendesk connection. If it does not, start with How To Connect Zendesk.
  • You know at least one Zendesk agent, group, or queue that should appear after synchronization.

Resolution

  1. Open Integrations from the ZenOps sidebar. Find the Zendesk row and check its connection status and last sync time. Needs OAuth means the connection needs attention; Never means there is no completed sync time shown there.
  2. Select Manage on the Zendesk row. In Zendesk Integration, confirm that the page says OAuth connection active.
  3. In Zendesk Data Sync, check Last synced and its displayed timezone. If you need a fresh check, select Sync Zendesk Data and wait for the result message. Reload the page afterward and confirm that Last synced still shows the new time.
    Important: Check the records too

    A saved sync time does not prove that every agent, team, skill, or queue is mapped for WFM use.

  4. In Settings > People, check Users, Teams, or Skills for a representative record. An unimported agent may appear in Import from Zendesk. Check planning queues in Settings > Forecasting.
  5. If the saved sync time has not advanced or the expected record is missing, follow Resolve A Zendesk Data Sync Problem.