Overview

Using the Integration capabilities on Hire2Retire you can create multiple tickets on Zendesk for various employee lifecycle changes.

Figure 1. Zendesk on Hire2Retire

Configuring Tickets to be created on Zendesk

Create Tickets

You can create one or more Tickets on each employee lifecycle event. The summary table will show you all the tickets configured to be created along with the lifecycle operation for which they will be created.

Figure 2. Creating multiple tickets summary for Zendesk on Hire2Retire

Conditional ITSM

You can give specific condition(s) based on attribute(s) and group(s) membership to process integration. The ticket(s) will be processed if the user has been added or removed from the specified group(s) or if certain attribute(s) matches the given condition(s).

For example, if the employee is promoted to the position of senior software developer, then the ticket can be made to assign them a new item or upgrade permissions.

Figure 3. Conditional ITSM on Hire2Retire

Choose Operation(s)

You can create tickets in Zendesk on the following Employee Lifecycle operations:

1. New Hire/Rehire Onboard
2. New Hire/Rehire Preboard
3. Update
4. Termination
5. Schedule Termination
6. Termination: Account Deletion
7. All type of Leaves ( Long Term, FMLA, Security Discipline, Legal )

Figure 4. Configure employee lifecycle operations for Zendesk

Ticket Attributes

Ticket Summary

Ticket Summary serves as the primary headline or title of the Ticket, providing a snapshot of its content or issue. You can provide a summary for each Ticket you are configuring, the summary will be visible along with operations on the summary table. The Ticket Summary is not populated on Zendesk.

Ticket Form

In Zendesk, users have the option to create multiple Ticket Forms. When using the Hire2Retire UI, users are presented with a dropdown menu containing various forms. From this dropdown, users are required to select a single ticket form to proceed with ticket fields associated with that form.

Requester

Zendesk provides a option of 'Requester' for any ticket created. You can select a requester using:

Requester Name  You can select any of the requesters currently present on the Zendesk.

Figure 5. Configuring the attribute Requester Name for Zendesk on Hire2Retire

Requester Email  This option display the Requester Email and the Requester Name on the user interface. The Requester Email is mandatory, while the Requester Name is an optional field. You have the flexibility to input the requester's Email.

• If the provided Requester Email not found in Zendesk, a new requester will be created using the provided name in the Requester Name field.

• If the Requester Name field is left empty, a new requester will be created using the prefix of the email address. For instance, if the email is abc.xyz@example.com, the requester name will be automatically generated as "Abc Xyz".

Figure 6. Configuring the Requester Email for Zendesk on Hire2Retire

Select attributes

You can select the attributes of the ticket that you want to populate. You can map values from the AD data and HR data to populate these attributes. You can also use Hire2Retire's powerful data transformation capabilities using Excel Style functions. Apart from the default attributes visible on Hire2Retire, if you add any other custom attribute(s) on the Zendesk portal, it will be visible on the Hire2Retire and you can populate it accordingly.

Example

Given below is an example to create ticket on Zendesk using Hire2Retire. In this example, whenever a new employee is onboarded a welcome kit is assigned to the user to provision them with the necessary hardware essential to perform their job, hence the New Hire/Rehire Onboard operation is selected.

You can provide the ticket summary and select the available attributes. You can also add custom attribute on Zendesk portal and it will be available on Hire2Retire. Here, a custom dropdown attribute named Start Date is added on the Zendesk portal and is populated on Hire2Retire.

You can also add any additional attributes apart from the default attributes using '+' sign. Refer to the example workflow images available below.

Figure 7. Configuring the New Ticket attributes on Hire2Retire