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Entra User to Zammad User Sync

This workflow implements automatic synchronization between Microsoft Entra and the Zammad ticketing system users. By calling the Microsoft Graph API, it retrieves information about Entra user groups and their members, and compares it with user data in Zammad to complete the creation of new users, update information, and deactivate users who have been removed. This process effectively addresses the data inconsistency issue between identity management and customer service tools, reduces the burden of manual maintenance, ensures that user information is accurate and up-to-date in real time, and enhances the efficiency of customer service.

Workflow Diagram
Entra User to Zammad User Sync Workflow diagram

Workflow Name

Entra User to Zammad User Sync

Key Features and Highlights

This workflow enables automatic synchronization between Microsoft Entra users and Zammad ticketing system users. By leveraging the Microsoft Graph API to retrieve specified Entra user groups and their members, it automatically compares this data with existing users in Zammad to create new users, update existing user information, and deactivate users who have been removed, ensuring dynamic and accurate user data synchronization.

Core Problems Addressed

  • Eliminates inconsistencies between enterprise identity management system (Microsoft Entra) and customer service tool (Zammad) user data
  • Reduces manual repetitive user account maintenance and associated error risks
  • Ensures real-time accuracy of user information within Zammad, enhancing customer service efficiency

Use Cases

  • IT support teams needing to automatically sync users from Active Directory or Microsoft Entra to the Zammad ticketing system
  • Organizations managing users across multiple systems requiring consistent and automatic user information updates
  • Scenarios where user activation and deactivation in Zammad need to be controlled automatically based on Entra user group membership

Main Process Steps

  1. Manually trigger the workflow execution
  2. Retrieve all user groups from Entra via Microsoft Graph API
  3. Filter and select specific user groups by name (e.g., “ENTRA”)
  4. Obtain members of the selected user group (Entra users)
  5. Restructure data and filter for valid and active users
  6. Fetch all current user data from the Zammad system
  7. Merge and compare Entra and Zammad user data using email as the key field
  8. Automatically create new users in Zammad for unmatched Entra users
  9. Update existing Zammad users’ information (name, phone, mobile, custom fields) based on comparison
  10. Identify users removed from Entra and automatically deactivate them in Zammad
  11. Ensure user status in Zammad remains synchronized with Entra

Involved Systems or Services

  • Microsoft Entra (via Microsoft Graph API)
  • Zammad Customer Service Ticketing System
  • n8n Automation Platform

Target Audience and Value

  • IT operations administrators and system integration engineers, facilitating automated user data synchronization and centralized management
  • Customer service teams, ensuring timely updates of ticket system user information to improve response speed
  • Organizations aiming to enhance cross-system user management efficiency and reduce manual operation risks

By automating and intelligently comparing user data, this workflow achieves seamless integration between enterprise identity management and customer service systems, significantly improving the accuracy and efficiency of user information management.