Question

How can I map user roles with Okta?

Answer

When implementing Single Sign-On (SSO) or user provisioning with Okta, it is essential to configure role mapping effectively. In Okta, you will encounter two key attributes related to role mapping: Role and Custom role.

Role refers to the user types in Zendesk, such as End user, Agent, or Admin.

Custom role refers to the unique agent roles in Zendesk, which can be found in the article Understanding system custom agent roles in Zendesk Support.

Below are examples of potential mappings to help you understand the relevant attributes:

Okta Role | Okta Custom role | Zendesk User Role
End user | (none) | End user
Admin | (none) | Admin
Agent | Light Agent | Light Agent
Agent | Staff | Staff
Agent | Team lead | Team lead

For more information about setting up Okta SSO, see the article: Setting up SAML single sign-on with Okta.