# Article Name Zendesk Access Reviews: 5 Options Worth Evaluating in 2026 # Article Summary Compare five platforms for running Zendesk access reviews in 2026, from SaaS governance tools to enterprise IGA solutions with automation. # Original HTML URL on Toriihq.com https://www.toriihq.com/articles/zendesk-access-review-tools # Details Zendesk licenses can balloon without warning once support teams grow, marketing starts using Guide for knowledge bases, and sales wants access to customer interactions. With Professional plans at $115 per agent monthly and Enterprise tiers at $169, each unreviewed account represents significant spending exposure. Access reviews validate that only current employees hold active Zendesk accounts, that agent roles align with actual job functions, and that light agent seats stay assigned to people who genuinely need cross-functional visibility into tickets. The governance challenge with Zendesk extends beyond seat counts alone. The platform offers roughly 30 default roles plus custom role creation, meaning permission sprawl accumulates faster than most admins realize. A former project lead might retain Admin permissions months after moving teams. A contractor could maintain full agent access long after their engagement concluded. Zendesk provides activity logs and last login timestamps, but correlating this data with HR records and manager input requires manual effort that rarely happens consistently. Third-party tools address this gap through API connections, SSO integration patterns, or identity provider synchronization. Some pull user lists, roles, and activity data directly from Zendesk for automated certification workflows. Others detect Zendesk usage through authentication logs without application-level detail about specific permissions. This article examines five platforms worth considering for Zendesk access reviews in 2026, covering how each handles discovery, review workflows, and compliance documentation. ## Torii Torii [https://www.toriihq.com] connects to Zendesk through its native API integration, requiring only admin credentials and your organization URL to establish the connection. The integration pulls user lists, role assignments, last login timestamps, and license types on a daily sync schedule. For organizations on Enterprise+ plans, Torii tracks actual activity beyond just authentication, including ticket edits, article creation, and other interactions that indicate genuine usage versus dormant accounts. Torii stands out for combining SaaS management with identity governance in a single platform. Rather than treating access reviews as a standalone compliance exercise, Torii positions them within broader SaaS optimization workflows. When reviews flag inactive agents, the same platform can execute role downgrades or license reclamation automatically. This end-to-end capability eliminates the handoff delays that occur when review tools identify problems but lack remediation authority. Zendesk-specific fields available through Torii include employee name, email, title, department, user status, last used date, license status, license types, and historical usage patterns. These data points feed into review campaigns where managers can approve, modify, or revoke access with full context about whether someone actually uses the platform productively. Pros: - Direct Zendesk API integration surfaces granular user data including role assignments and activity patterns beyond simple login timestamps - Workflow automation can execute remediation actions like role changes and deprovisioning directly within Zendesk without manual admin intervention - Shadow IT discovery identifies Zendesk accounts created outside official procurement, catching seats that might otherwise escape review cycles - Combined SMP and IGA functionality means one platform handles both cost optimization and compliance requirements for Zendesk governance Cons: - Enterprise pricing model may exceed budgets for smaller support teams where Zendesk represents only a handful of seats - Cloud-only architecture means organizations requiring on-premise governance tooling will need alternative solutions G2 Rating: 4.5 out of 5 (302 reviews) Capterra Rating: 4.9 out of 5 (26 reviews) ## ConductorOne ConductorOne [https://www.conductorone.com/] offers a Zendesk connector that requires System Admin credentials to establish the integration. The platform supports both cloud deployment and self-hosted options where organizations can run the connector on Kubernetes within their own infrastructure. Once connected, user accounts, entitlements, and resource-level permissions sync automatically at regular intervals, making the data immediately available for review campaigns. ConductorOne's Access Copilot brings AI-assisted decision making to Zendesk access reviews. Rather than presenting reviewers with raw permission lists, the system analyzes access patterns and provides recommendations about which entitlements look appropriate versus potentially excessive. One ConductorOne customer reported reducing access review time from hundreds of hours to under a day through this intelligent assistance, though results will vary based on organization complexity. ConductorOne positions itself for modern cloud-first organizations seeking faster time to value than legacy IGA platforms offer. Their average implementation timeline runs around four weeks, and the interface requires minimal training for reviewers to start making certification decisions. Just-in-time access workflows complement periodic reviews by converting standing Zendesk permissions to time-bound grants that automatically expire. Pros: - AI-powered Access Copilot reduces reviewer fatigue by highlighting anomalous access patterns and suggesting certification decisions based on peer comparison - Average four-week implementation gets Zendesk reviews operational faster than enterprise IGA tools requiring months of deployment work - Just-in-time access capabilities convert standing Zendesk agent permissions into temporary grants that expire automatically Cons: - Reviews only allow binary approve or revoke decisions, meaning reviewers cannot modify permission levels to downgrade rather than fully remove access - Limited presence on review platforms like Capterra makes independent validation of vendor claims more difficult for procurement teams - No public pricing requires sales engagement before organizations can assess budget fit G2 Rating: 4.8 out of 5 (13 reviews) ## SailPoint IdentityIQ SailPoint [https://www.sailpoint.com/products/identity-security-software/identity-iq] provides Zendesk connectivity through two paths: a SaaS connector for cloud deployment or a Virtual Appliance combined with Activity Insights for organizations requiring on-premise infrastructure. The integration supports both basic authentication and OAuth 2.0, pulling user accounts, group memberships, and activity data for comprehensive governance visibility. SailPoint brings enterprise-grade certification capabilities developed over nearly two decades of IGA market leadership. Access reviews for Zendesk can be configured as standalone campaigns or incorporated into broader organizational certification cycles covering multiple applications simultaneously. When reviews identify access requiring removal, SailPoint can execute automated remediation for directly connected sources or create tickets in Zendesk Service Desk to track manual deprovisioning tasks. SailPoint's AI-driven recommendations use peer group analysis to help reviewers make faster decisions. The system compares users against others with similar job functions and flags deviations, reducing rubber-stamping while surfacing genuinely anomalous access. Segregation of duties policies can prevent toxic combinations of Zendesk permissions that might enable fraud or compliance violations when held by a single user. Pros: - Peer group analysis compares Zendesk access patterns against similar users, highlighting anomalies that warrant closer scrutiny during certification campaigns - Native integration creates Zendesk Service Desk tickets for remediation tracking when automated deprovisioning is not feasible - Hybrid deployment options serve organizations with strict on-premise requirements alongside cloud-first companies Cons: - Implementation timelines typically span six to twelve months before Zendesk reviews become operational - Entry pricing around $75,000 annually with professional services often doubling total investment makes the platform prohibitive for smaller organizations - Complex configuration requires specialized IAM expertise that many IT teams lack in-house G2 Rating: 4.5 out of 5 (161 reviews) Capterra Rating: 4.2 out of 5 (21 reviews) ## CloudEagle CloudEagle [https://www.cloudeagle.ai/] takes a different approach to Zendesk governance by integrating the platform as an ITSM tool within its workflow automation system rather than managing Zendesk user access directly. The bi-directional integration allows CloudEagle to create tickets, track status changes, and use Zendesk as the orchestration layer for access-related processes across the SaaS stack. CloudEagle's Access Management Module provides seven functional areas covering active users, inactive users, auto-provisioning, auto-deprovisioning, approval policies, access requests, and run logs. While these capabilities apply across CloudEagle's 500+ integrations, organizations specifically seeking Zendesk agent access reviews will find the value proposition oriented more toward workflow automation than direct application governance. CloudEagle excels for organizations wanting unified SaaS management that spans procurement, spend optimization, and governance within a single platform. Their Slack-native workflows enable managers to handle access requests and approvals without leaving their primary communication tool. The platform claims 80% reduction in access review time through automation, though Zendesk-specific gains depend on how organizations configure their workflows. Pros: - Slack-native approval workflows enable reviewers to certify or revoke access without navigating separate governance interfaces - Modular pricing lets organizations purchase only the governance components they need rather than full-platform commitments - SOC 2 compliance reports generated in 15 minutes simplify audit preparation for organizations with tight deadlines Cons: - Zendesk integration focuses on using the platform as an ITSM tool rather than directly governing Zendesk user access and permissions - No API access limits ability to build custom integrations or extract data for specialized reporting requirements - English-only language support creates barriers for multinational organizations with distributed governance responsibilities G2 Rating: 4.7 out of 5 (150+ reviews) Capterra Rating: Featured in Shortlist for highest-rated products ## Ping Identity Ping Identity [https://www.pingidentity.com/en.html] connects to Zendesk through PingFederate provisioner integration and SAML SSO, requiring PingFederate 7.2.1 or later alongside Zendesk Plus or Enterprise accounts. The integration handles user provisioning, group synchronization, and authentication while the broader PingOne Identity Governance platform manages access certification workflows and policy enforcement. The Autonomous Identity feature uses machine learning to evaluate millions of permissions per minute, sorting access risk into low, medium, and high categories. For Zendesk governance specifically, this means reviewers receive AI-assisted recommendations about which agent permissions align with job function expectations versus those warranting closer examination or removal. Ping Identity targets large enterprises with complex identity requirements spanning workforce, customer, and partner populations. Their segregation of duties capabilities can prevent toxic permission combinations in Zendesk, such as preventing a single user from holding both ticket deletion rights and audit log access. Nine consecutive years as a Gartner Magic Quadrant Leader in Access Management provides credibility for organizations requiring proven enterprise scale. Pros: - Machine learning evaluates Zendesk permissions against behavioral baselines, flagging anomalous access patterns before they create compliance exposure - Separation of duties policies prevent toxic permission combinations that could enable fraud or compliance violations - Hybrid deployment flexibility serves organizations with strict on-premise requirements alongside cloud-first governance models Cons: - Identity governance features require separate licensing from core PingOne platform, increasing total cost for organizations wanting comprehensive Zendesk governance - Complex initial setup requires specialized IAM expertise, extending deployment timelines and potentially necessitating consulting partnerships - Starting price points around $16,000 annually plus implementation costs may exceed budgets for mid-market organizations G2 Rating: 4.5 out of 5 (264 reviews) Capterra Rating: 4.7 out of 5 (39 reviews) ## How to Choose the Right Zendesk Access Review Tool Your choice of platform ultimately depends on governance requirements, technical environment, and budget constraints. Each solution profiled above brings distinct strengths that align better with certain use cases than others. Organizations seeking end-to-end SaaS governance with direct Zendesk remediation capabilities should evaluate Torii, which combines discovery, review workflows, and automated actions within a single platform. The integrated approach eliminates handoff delays between identifying access issues and resolving them. Companies prioritizing AI-assisted review efficiency with modern cloud-native architecture will find ConductorOne compelling. The platform's Access Copilot reduces reviewer burden while maintaining the human oversight that compliance frameworks require. Fast implementation timelines make it suitable for organizations wanting quick wins before audits. Enterprises with complex hybrid environments and stringent compliance requirements like SOX or HIPAA benefit from SailPoint's mature governance framework. The platform handles scenarios that lighter tools cannot address, though the investment in time and resources requires commitment. CloudEagle suits organizations wanting unified procurement, spend management, and governance functionality across their entire SaaS portfolio. The platform works well when Zendesk governance fits within broader SaaS optimization initiatives rather than standalone access review requirements. Ping Identity serves large enterprises already invested in their identity platform ecosystem or requiring hybrid deployment flexibility. The segregation of duties capabilities address governance scenarios beyond simple access certification. For most mid-market organizations running Zendesk alongside dozens of other SaaS applications, a platform offering AI-powered discovery, automated workflows, and financial governance provides the best balance of compliance capability and operational value. Torii represents this category well, combining shadow IT detection, cost optimization, and access reviews with deep Zendesk integration that surfaces the specific data points needed for informed certification decisions.