How to set up a HiBob Zendesk integration
By Jake Marsh · Updated
To connect HiBob to Zendesk, create a service user in Bob under Settings > Integrations > Service users named "Staffwell for Zendesk", copy its ID and token, and add it to a permission group with View on the fields you'll show. Remove "Lifecycle status equals Employed" from the group's access so leavers appear. Then install Staffwell and paste the ID and token into HiBob service user ID and HiBob service user token.
Steps
- Create the service user. In Bob, go to Settings > Integrations > Service users and create one named "Staffwell for Zendesk". Copy the ID and the token. The token is shown once.
- Create a permission group and add the service user to it.
- Grant View on the fields in the table below, and nothing more. The service user's permissions are the outer limit of what anyone can read through Staffwell.
- Include people who have left. Under Access data for, choose Select people by condition and remove "Lifecycle status equals Employed". Without this, a leaver isn't found and Staffwell can't warn about them.
- Install Staffwell from the Zendesk Marketplace and paste the ID and token into HiBob service user ID and HiBob service user token. Both are secure settings; Zendesk sends them only to HiBob.
- Choose the fields for Fields every agent sees and Extra fields for HR roles.
- Open a ticket from an employee. Their HiBob record shows in the sidebar.
What to grant the permission group
| HiBob area | Fields | Shows in Staffwell as |
|---|---|---|
| People's data > Basic info | Display name, first name, surname, email | Matching and the name (always needed) |
| People's data > Work | Title, department, site, start date, reports to | Job title, department, location, start date, manager |
| People's data > Lifecycle / internal | Status, lifecycle status, termination date | Employment status and the warnings |
| People's data > Employment | Employment type | Employment type |
| Time off | Who's out | Time off today and for the next two weeks |
What HiBob can and can't supply
| Staffwell field | From HiBob |
|---|---|
status, title, department, manager, location | Yes |
start_date, employment_type, time_off | Yes |
work_phone, timezone | No: HiBob's API has no field Staffwell can read |
equipment | No: HiBob's API has no equipment table |
If you list a field HiBob can't supply, admins see it in a short list in the panel of things to fix.
How time off is handled
HiBob answers "who's out" for everyone the service user can see. Staffwell keeps only the requester's entries and discards the rest immediately. Time off reads "Time off" unless you turn on Show the type of time off, which names ordinary types such as Vacation or Training. Sick, medical, parental and personal leave are never named.
Troubleshooting
| What you see | Fix |
|---|---|
| "did not accept the service user ID and token" | The service user was deleted or the token was rotated or mistyped. Paste the current values. |
| Status reads "Not shared by HiBob" | Grant the group View on the lifecycle and status fields. |
| A leaver isn't found | Remove "Lifecycle status equals Employed" from the group's access. |
| A field is empty | HiBob has no value, the service user can't see it, or HiBob doesn't offer it. |
What it costs
Staffwell is $499 a month per Zendesk account on the Standard plan, for any number of agents and all three HR systems, billed monthly by Zendesk. It has a 14-day free trial, and Zendesk asks for a card at install. See the Staffwell documentation for Deel and BambooHR setup.
Staffwell
Employee profiles from HiBob, Deel or BambooHR on the ticket. You pick the HR fields agents see. $499 a month per Zendesk account.
Questions
Does Staffwell write anything to HiBob?
No. It only reads, through a service user with View permissions you choose.
Can IT agents see the record without seeing everything HR sees?
Yes. Fields every agent sees and Extra fields for HR roles are separate lists, and Who sees the HR fields names the roles or groups that get the second list. Hidden fields are never requested for that agent.
Why add leavers to the service user's access?
So the panel can warn that someone has left the company, with the date, before an agent restores access or shares information.
Can I use HiBob alongside Deel or BambooHR?
Yes. Connect any combination. When the requester matches in more than one system, each match shows as a button.
More Staffwell guides
- How to show BambooHR employee info in Zendesk
- How to check if an employee has left before acting on a Zendesk ticket
More Zendesk guides
- How to connect BaseLinker to Zendesk with an API token (Targwell for BaseLinker)
- How to set up 301 redirects in a Zendesk help center (Sprucewell)
- How to collect a past-due Recurly invoice from Zendesk (Tenurewell)
- How to add conditional text to a Zendesk macro (Slotwell)