The name of my user keeps changing on its own

Issue symptoms

The name of my user changes to the wrong name or text on its own, or when the user signs in to Zendesk Support.

My user changes their name after they sign in, or an agent or an admin changes the name, but the original value overwrites the change.

The system resets the name automatically.

Note: The same behavior can also change a user's role. This article describes this behavior.

Conditions

The affected user signs in to Zendesk Support through single sign-on (SSO).

The agent's name in Zendesk Support resets to the same value as established through SSO.

or

The account uses the Salesforce integration.

The Zendesk for Salesforce integration uses user-to-contact or user-to-lead sync.

The agent's name resets to the Salesforce value.

Resolution steps

The user's name changes because your single sign-on method or the Salesforce integration overwrites the user name.

With single sign-on, user management and authentication happen outside Zendesk Support. When a user signs in with SSO, Security Assertion Markup Language (SAML) attribute mapping overwrites the name field that maps to first name in Zendesk Support and updates the user's name.

To stop this behavior, update the user name in your identity provider, or turn off SSO for Zendesk Support.

In Salesforce, when you turn on user-to-contact or user-to-lead sync, the integration updates user information each time the contact or lead profile updates in Salesforce.

To prevent this behavior, update the user name in Salesforce or turn off user sync in the Zendesk for Salesforce integration.

For more information, see Viewing and editing your user profile in Zendesk Support.