Announcing admin configurations for the Workday integration









Announced on
Rollout starts
Rollout ends


July 10, 2025
July 10, 2025
July 14, 2025


We're excited to announce that admin configuration capabilities are now available for the Workday integration in Zendesk Support. This new feature will empower administrators to customize the Workday data displayed to agents and HR personnel, making the integration more flexible and tailored to your organization’s needs. This article includes the following topics:
What's changing?
Why is Zendesk making this change?
What do I need to do?
What's changing? We are introducing significant enhancements to the Workday app integration in Zendesk, which provides admins with greater control and flexibility over how employee data is presented to agents and HR personnel. Admins can leverage several new features, including:

Object selection: Choose from any Workday object, not limited to the Worker object.

Field-level flexibility: Select any field within chosen Workday objects to display during ticket review.

Configurable matching criteria: Define which Zendesk ticket field (standard or custom) will be used to match with Workday records.

Flexible reordering: Reorder objects and fields to prioritize the most relevant information.

Preview feature: Preview the agent’s view before saving configuration changes.
Workday app enhancements:

Display: Shows object and field information configured in Admin Center.

Caching: Data is cached for one hour to reduce API calls, and an option has been added for agents to refresh on demand using the refresh icon.
Admins can configure the app by following these steps. Why is Zendesk making this change? The initial release of the Workday app offered a static integration with no customization options. Since then, we have received significant feedback from customers expressing the need for greater flexibility in the data displayed and the matching of records. We have listened to this feedback and are excited to provide these enhanced configuration capabilities to meet our customers' diverse needs. What do I need to do? If you are already using the Workday app for Zendesk Support, you will need to reconnect the app from Admin Center to enable and use the new flexible configuration options. No action is required from agents; their experience will update automatically based on the new admin configurations. New customers can connect the Workday app directly and use the flexible configuration from the start. If you have any feedback or questions regarding this announcement, visit our community forum, where we actively collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.