Using Microsoft Intune actions in action flows

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<p id="docs-hc-snippet" style="display: none;">By connecting theaction builderto external systems, such as Microsoft Intune, admins can integrate Zendesk with external systems in automated workflows, improving collaboration and maintaining a seamless experience across multiple platforms.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can connect action flows to Microsoft Intune to automate IT asset management, syncing device and user data between systems. Use pre-built templates to schedule daily synchronization, fetch device data, and update asset records. This integration helps maintain accurate asset status and user assignments, improving workflow coordination and asset tracking across platforms.</p>
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<div class="note attention">
<span class="attentiontitle"></span> The Microsoft Intune connector for action builder is available to
accounts that have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817293579674" target="_blank">turned on</a> IT asset management.</div>
<p class="p">By connecting the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> to external systems, such as Microsoft
Intune, admins can integrate Zendesk with external systems in automated workflows,
improving collaboration and maintaining a seamless experience across multiple
platforms.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_hqn_xqy_13c__ul_omj_bj4_zgc">
<li class="li"><a class="xref" href="#topic_yfw_ryy_13c">Connecting Microsoft Intune to action builder</a></li>
<li class="li"><a class="xref" href="#topic_b1w_bzy_13c">Using Microsoft Intune actions in action flows</a></li>
<li class="li"><a class="xref" href="#topic_z5p_dzy_13c">Using templated action flows to synchronize assets with Microsoft Intune</a></li>
</ul>
</div>
<div class="note note">
<span class="notetitle">Note:</span> Use of this application does not remove the need for users to maintain a valid license
for Microsoft Intune® service. <a class="xref" href="https://learn.microsoft.com/en-us/intune/intune-service/apps/app-protection-policy" target="_blank">Microsoft Intune® App Protection
Policies</a>.</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_yfw_ryy_13c">
<h2 class="title topictitle2" id="ariaid-title2">Connecting Microsoft Intune to action builder</h2>
<div class="body">
<p class="p">Before you can include external actions in your action flows, you must connect the
action builder to the external system.</p>
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:<ul class="ul" id="topic_yfw_ryy_13c__d8e13">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the
external system. Therefore, it's a best practice to use a dedicated service
account rather than personal credentials when connecting to each external
system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
<div class="p">After you connect to the system, you’ll see an indicator showing the connection status,
details about the connection, and the actions available for
Microsoft Intune.<div class="note note">
<span class="notetitle">Note:</span> All external actions performed by an action flow are
attributed to the user who connected the external system. Therefore, it's a
best practice to use a dedicated service account rather than personal
credentials when connecting to each external system.</div>
</div>
<div class="p">
<strong class="ph b">To connect action builder to Microsoft Intune from the ITAM Overview page</strong><ol class="ol" id="topic_yfw_ryy_13c__ol_wdw_v2h_s3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_yfw_ryy_13c__d9e1551" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/itam_icon.png">
<strong class="ph b">IT assets</strong> in the sidebar, then select <strong class="ph b">Assets &gt; Overview</strong>.</span></li>
<li class="li">Click <strong class="ph b">Sync data from Microsoft Intune</strong>.<p class="p">An authentication modal
opens.</p>
</li>
<li class="li">Click <strong class="ph b">Allow connection</strong>.</li>
<li class="li">Use Microsoft to authenticate the account with the email address for your
tenant.</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To connect action builder to Microsoft Intune in action builder</strong><ol class="ol" id="topic_yfw_ryy_13c__ol_psh_lk4_zgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Action
flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click <strong class="ph b">Microsoft Intune</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Use Microsoft to authenticate the account. <div class="p">The service account used to
connect to Microsoft Intune must be either:<ul class="ul" id="topic_yfw_ryy_13c__ul_id5_kqj_q3c">
<li class="li">A global admin in Microsoft Intune</li>
<li class="li">A Microsoft Intune admin who has been assigned to the Microsoft
Intune action flow connection by a global admin. To do this, a
global admin must first authenticate the account in Action
Builder, then disconnect, and re-authenticate with the the
Microsoft Intune admin account.</li>
</ul>
</div>
<div class="note note">
<span class="notetitle">Note:</span> All external actions performed by an action flow are
attributed to the user who connected the external system. Therefore, it
is a best practice to use a dedicated service account rather than
personal credentials when connecting to each external
system.</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_b1w_bzy_13c">
<h2 class="title topictitle2" id="ariaid-title3">Using Microsoft Intune actions in action flows</h2>
<div class="body">
<p class="p">Microsoft Intune action steps can be used in action flows to streamline the
management of IT assets between systems.</p>
<div class="p">The following Intune actions are available:<ul class="ul" id="topic_b1w_bzy_13c__ul_ppl_tdz_13c">
<li class="li"><a class="xref" href="#topic_j31_5dz_13c">List devices</a></li>
<li class="li"><a class="xref" href="#topic_okv_33v_bjc">Lock device</a></li>
<li class="li"><a class="xref" href="#topic_lvl_hjv_bjc">Restart device</a></li>
<li class="li"><a class="xref" href="#topic_yqd_fmv_bjc">Erase device</a></li>
</ul>
</div>
<div class="note note">
<span class="notetitle">Note:</span> The steps associated with external systems in action flows are referred to
collectively as <em class="ph i">external actions</em>.</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_j31_5dz_13c">
<h3 class="title topictitle3" id="ariaid-title4">Listing devices</h3>
<div class="body">
<p class="p">Use the <em class="ph i">List devices</em> action to retrieve a list of IT assets.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_j31_5dz_13c__table_o2p_nqz_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e272" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e274" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e272" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e274" style="text-align:left;vertical-align:top;">None</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e272" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e274" style="text-align:left;vertical-align:top;">Device identification, hardware, purchasing, location,
and user assignment data</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_okv_33v_bjc">
<h3 class="title topictitle3" id="ariaid-title5">Locking devices</h3>
<div class="body">
<div class="p">Use the <em class="ph i">Lock device</em> action to lock a managed device remotely. When a
device is locked this way, Microsoft Intune automatically generates a
<code class="ph codeph">pin</code>, stored in Microsoft Intune only, that must be used to
unlock the device.<div class="note note">
<span class="notetitle">Note:</span> The <code class="ph codeph">pin</code> value isn't stored in a visible
way. You must record it outside of Zendesk.</div>
</div>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_okv_33v_bjc__table_pkv_33v_bjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e345" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e347" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e345" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e347" style="text-align:left;vertical-align:top;"><code class="ph codeph">device_id</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e345" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e347" style="text-align:left;vertical-align:top;">Device and request details</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_lvl_hjv_bjc">
<h3 class="title topictitle3" id="ariaid-title6">Restarting devices</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Restart device</em> action to automatically restart a managed device
remotely.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lvl_hjv_bjc__table_mvl_hjv_bjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e409" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e411" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e409" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e411" style="text-align:left;vertical-align:top;"><code class="ph codeph">device_id</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e409" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e411" style="text-align:left;vertical-align:top;">Device and request details</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_yqd_fmv_bjc">
<h3 class="title topictitle3" id="ariaid-title7">Erasing devices</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Wipe device</em> action to automatically wipe a managed device
remotely.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_yqd_fmv_bjc__table_zqd_fmv_bjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d52e474" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d52e476" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d52e474" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d52e476" style="text-align:left;vertical-align:top;">
<code class="ph codeph">device_id</code>,
<code class="ph codeph">keep_enrollment_data</code>,
<code class="ph codeph">keep_user_data</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d52e474" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d52e476" style="text-align:left;vertical-align:top;">Device and request details</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_z5p_dzy_13c">
<h2 class="title topictitle2" id="ariaid-title8">Using templated action flows to synchronize assets with Microsoft Intune</h2>
<div class="body">
<div class="p">To make it as simple as possible to incorporate your IT asset data into your Zendesk
workflows, a pre-built but customizable action flow template is provided to help you
synchronize your asset data with Microsoft Intune.<div class="note note">
<span class="notetitle">Note:</span> The action flow templates
described in this article describe the templates currently available. If you
activated the ITAM EAP templates, you must migrate to the new, generally
available templates by June 8, 2026.</div>
</div>
<div class="p">
<strong class="ph b">To create a templated action flow</strong><ol class="ol" id="topic_z5p_dzy_13c__ol_vzm_fw4_f3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_z5p_dzy_13c__d9e1551" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/itam_icon.png">
<strong class="ph b">IT assets</strong> in the sidebar, then select <strong class="ph b">Assets &gt; Overview</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Microsoft Intune</strong> template.<p class="p">An action flow is created
with pre-populated steps and values.</p>
</li>
<li class="li">Connect your Microsoft Intune account.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570#topic_kvg_lkv_bfc" target="_blank">Activate</a> the templated action
flow.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_qvc_2cp_f3c">
<h3 class="title topictitle3" id="ariaid-title9">Template: Microsoft Intune</h3>
<div class="body">
<div class="p">This action flow syncs Microsoft Intune device inventory data with Zendesk asset
records and is composed of the following steps:<ol class="ol" id="topic_qvc_2cp_f3c__ol_lr1_wrf_djc">
<li class="li">
<strong class="ph b">Action flow trigger: Schedule</strong>. The action flow trigger, which
initiates the action flow on a daily basis. <p class="p">A default time at which
to initiate the action flow is preconfigured, but can be
adjusted.</p>
</li>
<li class="li">
<strong class="ph b">Utility: Repeat while conditions are met</strong>. A looping step
configured to repeat the following actions while there are additional
pages of devices:<ol class="ol" id="topic_qvc_2cp_f3c__ol_mr1_wrf_djc" type="a">
<li class="li">
<strong class="ph b">External actions: Microsoft Intune: Fetch devices</strong>.
<p class="p">Fetches device data from Microsoft Intune. </p>
</li>
<li class="li">
<strong class="ph b">Utility: Update custom variable</strong>. Updates variables
related to cursor pagination of the Microsoft Intune device
data.</li>
<li class="li">
<strong class="ph b">Utility: Custom code</strong>. Custom JavaScript that maps the
Microsoft Intune device data to the appropriate asset type and
status in Zendesk.<p class="p">If the device ismanaged in Intune and
assigned to a principal user (has a value for <strong class="ph b">User
Principal Name</strong>), the Zendesk asset status is <em class="ph i">In
use</em>; otherwise, the status is
<em class="ph i">Available</em>.</p>
<div class="note note">
<span class="notetitle">Note:</span> Validate and customize the
pre-defined JavaScript as needed.</div>
</li>
<li class="li">
<strong class="ph b">Zendesk actions: Batch import assets</strong>. Creates or updates
asset records and associated users in Zendesk and automatically
maps Microsoft Intune device details to asset fields in
Zendesk.</li>
</ol>
</li>
</ol>
</div>
</div>
</div>
</div>
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