Zendesk provisioning flow fails with the following error visible in the Okta dashboard:

Automatic provisioning of user <user> to app Zendesk failed: Error while creating user <user>: Record validation errors: Phone <phone> is not properly formatted. A valid international E.164 phone number must include a country code, usually an area code, and a subscriber number. 
 

• Zendesk
• Provisioning
• Error

This error occurs because the phone number value that should be pushed from Okta is not properly formatted.

• As per Zendesk documentation, a valid international E.164 phone number must include a country code, usually an area code, and a subscriber number.
• Only the E.164 phone format can be used for users, or disable phone validation on the Zendesk side (Admin > People > End users > validate user phone numbers).

Please follow the video or the steps below:

Use one of the following options to fix the provisioning error:

Option 1

If keeping phone validation enabled on the Zendesk side is desired (Admin > People > End users > Validate user phone numbers)

1. In Okta Admin Console, navigate to Dashboard > Tasks. Any failed assignments should appear under Tasks.
2. Identify the failed task for the user that should be retried. Click Edit Assignment.
3. A valid international E.164 phone number must include a country code, usually an area code, and a subscriber number. For example, +1 <phone number>.  Enter a phone number in a valid format and click on Save Assignment and Retry.
4. Verify that the user is successfully provisioned to the Zendesk app by navigating to the Zendesk > Assignments tab. Click on the Pencil Icon. In the App user profile window, verify the External Id is assigned to the user and that the Phone is showing as expected.
5. In the Zendesk application, verify that the user is successfully created and the Phone is showing as expected.

Option 2

If disabling phone validation on the Zendesk side is desired (Admin > People > End users > Validate user phone numbers)

1. In the Zendesk Admin Console, navigate to People > End users. Uncheck the option Validate user phone numbers.
2. In Okta Admin Console, navigate to Dashboard > Tasks. Any failed assignments should appear under Tasks.
3. Afterward, attempt the user provisioning again. In Okta Admin Console, navigate to Dashboard > Tasks. Any failed assignments should appear under Tasks. 
4. After identifying the failed task for the user that should be retried, click Retry Selected.  
5. Verify that the user is successfully provisioned to the Zendesk app by navigating to Applications > Applications > Zendesk > Assignments > search the user. Click on the pencil icon. In the App user profile window, verify the External Id is assigned to the user, and that the Phone is showing as expected.
6. In the Zendesk application, verify that the user is successfully created and the Phone is showing as expected.