Identity linking
Profiles and Zendesk users are linked through an identity: an Omneo identity handle (zendesk by default, configurable) that stores the Zendesk user ID on the Omneo profile. When a profile is synced for the first time and no matching Zendesk user exists, one is created and the resulting Zendesk user ID is attached back to the profile as this identity.
What triggers a sync
Profile sync only reaches Zendesk once your implementation team has enabled the relevant Reactions for your tenant. Installing the extension provisions the integration, it does not switch sync on by itself.
Field mapping
Standard profile fields (email, first name, last name, and the Omneo profile ID) are mapped to the equivalent Zendesk user fields automatically. Any additional fields, such as a custom Zendesk user field or identity, are configured through a mapping your implementation team sets up during onboarding.Tags
A profile’s tags and statuses are copied to the Zendesk user as tags, each prefixed (cx- by default) so they are easy to distinguish from tags added directly in Zendesk. Fields that need their own prefix, such as a tier handle, can be mapped individually, for example tagging a customer’s tier as cx-tier-gold.