Forums/Documentation/Setting up integrations

Salesforce step 3: Configuring user and organization syncing in Salesforce

Erin Boyle
posted this on September 24, 2012 16:37

Updated: Updated April 16th, 2014 (for package 3.24)

If you have installed and configured the Salesforce app in Zendesk in your Zendesk, you are ready to configure user and organization syncing from Salesforce to Zendesk.

If you do not want to sync, you can opt out.
Note: Be sure to refer to the Salesforce FAQ and known issues article for additional information.

Opting-out of sending Salesforce data into Zendesk

If you do not want Salesforce to automatically create and update Zendesk organizations and users based on Salesforce Accounts, Contacts, and Leads, complete the following steps. Otherwise, go to the next section.

Some of the reasons you might want to opt-out of the sync include:

  • You don't want all Salesforce Contact and Leads created as users in Zendesk.

  • You don't want to transfer Salesforce data to Zendesk or maybe Zendesk has better customer data.

  • You might have multiple Salesforce Contacts with the same email address (Zendesk will overwrite a single user with the Contact info from the most recently updated Contact with that email address).

  • You might have multiple Salesforce Accounts with the same name.

  • You might have a complex parent account structure in Salesforce.

To opt-out of automatic update
  1. In Salesforce, click the Zendesk tab in the Zendesk for Salesforce app.
  2. In the Organization and Account Mapping section, select No for Enable Automatic Updates.

  3. Click Save in the Organization and Account Mapping section.
  4. In the User and Contact / Lead Mapping section, select No for Enable Automatic Updates.
  5. Click Save in the User and Contact / Lead Mapping section.

If you opted out of automatic updates, you can skip the rest of this article and go to Sending Zendesk tickets into Salesforce.

Preparing for the sync process (Group and Professional editions only)

If you are using the Group or Professional edition, you need to complete this procedure before you can start the synchronization process.

Important: You must add all of the following package fields for the sync process to work. Do not omit any of the items in the steps below.
To prepare for the sync
  1. Add all of the following Zendesk package fields to the page layouts for admins on Account:
    • createdUpdatedFlag
    • Domain_Mapping
    • Last Sync Date
    • Last Sync Status
    • Notes
    • Tags
    • Zendesk_oldTags
    • Zendesk_OutofSync
    • Zendesk_Organization
    • Zendesk_Organization_Id
    • Zendesk_Result
  2. Add all of the following Zendesk package fields to the page layouts for admins on Contact:
    • isCreatedUpdatedFlag
    • Notes
    • Tags
    • Zendesk_oldTags
    • Zendesk_OutofSync
    • Zendesk_Result
    • Zendesk_User_Id
  3. Add all of the following Zendesk package fields to the page layouts for admins on Lead:
    • isCreatedUpdatedFlag
    • Notes
    • Organization
    • Tags
    • Zendesk_oldTags
    • Zendesk_OutofSync
    • Zendesk_Result
    • Zendesk_User_Id

(Optional) Setting a logging level

You can determine when and if you'd like to collect a log.

To set the logging level
  1. In Salesforce, click the Zendesk tab in the Zendesk for Salesforce app.
  2. In the Logging level section, select a Logging level from the drop-down:
    • None does not create a log
    • Error creates a log when errors occur only
    • Debug always creates a log
  3. Click Save Logging Level.

Configuring Salesforce Account to Zendesk organization mapping

This feature automatically creates and updates Zendesk organizations immediately after Accounts are created or updated in Salesforce. This is a one-way sync of data; changes applied in Zendesk are not reflected in Salesforce.

To configure Account and organization mapping
  1. In Salesforce, click the Zendesk tab in the Zendesk for Salesforce app.
  2. In the Organization and Account Mapping section, under Enable Automatic Updates, ensure that Yes is selected.
  3. (Salesforce Enterprise edition only) Under Set sync filters, beside Sync these record types, use the arrows to select the record types you want to sync, then use the arrows on the far right if you'd like to change the default record type by moving it to the top of the list.

    The top-most record type in the right pane is used as the default for new Accounts created from Zendesk during bulk sync.

     

    Note: The Sync these record types option is available for the Enterprise edition and appears if you are using record types.
  4. Under Set sync filters, beside Filter by account field, select any field on Account from the drop-down, then use the arrows to select the field values you want to sync. Use the arrows on the far right if you'd like to change the default value by moving it to the top of the list.

    The top-most field value in the right pane is used as the default for new Accounts created from Zendesk during bulk sync.

  5. Under Map Zendesk organizations and Salesforce Accounts, beside Zendesk tags, use the arrows to indicate which Salesforce Account fields you want to add as tags to a Zendesk organization.

    These tags will be added to, and not override, tags added directly in Zendesk.

  6. (Optional) Select the Salesforce Account fields you want to map to the Domain Names field and to the Notes field on a Zendesk organization profile.
    Mapping a field to domain names enables user mapping for organizations in Zendesk. User mapping automatically adds users to an organization based on their email domain when they are created in your Zendesk.
    Note: If you want to enable user mapping, you must first set up a field on Account with the organization email domain(s) (separated by a space).
  7. Click Save in the Organization and Account Mapping section.

    The Zendesk for Salesforce app will map Salesforce Account Name to Zendesk organization Name by default.

Configuring Salesforce Contact/Lead to Zendesk user mapping

This feature automatically creates and updates Zendesk users immediately after Leads or Contacts are created or updated in Salesforce. This is a one-way sync of data; changes applied in Zendesk are not reflected in Salesforce.

To configure Contact / Lead and user mapping
  1. In Salesforce, click the Zendesk tab in the Zendesk for Salesforce app, if you are not already there.
  2. In the User and Contact / Lead Mapping section, under Enable Automatic Updates, ensure that Yes is selected.
  3. (Salesforce Enterprise edition only) Under Set sync filters, beside Sync these record types, use the arrows to select the record types you want to sync, then use the arrows on the far right if you'd like to change the default record type by moving it to the top of the list.

    The top-most record type in the right pane is used as the default for new Contacts created from Zendesk during bulk sync.

    Note: The Sync these record types option is available for the Enterprise edition and appears if you are using record types.
  4. Under Set sync filters, beside Filter by account field, select any field on Contact from the drop-down, then use the arrows to select the field values you want to sync. Use the arrows on the far right if you'd like to change the default value by moving it to the top of the list.

    The top-most field value in the right pane is used as the default for new Contacts created from Zendesk during bulk sync.

  5. Under Map Zendesk users and Salesforce Contacts, beside Zendesk tags, use the arrows to indicate which Salesforce Contact fields you want to add as tags to a Zendesk user.

    These tags will be added to, and not override, tags added directly from Zendesk.

  6. Select the Salesforce Contact fields that you want to map to the Details field and to the Notes field on a Zendesk user profile.
  7. (Salesforce Enterprise edition only) Under Set sync filters, beside Sync these record types, use the arrows to select the record types you want to sync, then use the arrows on the far right if you'd like to change the default record type by moving it to the top of the list.

    The top-most record type in the right pane is used as the default for new Leads created from Zendesk during bulk sync.

    Note: The Sync these record types option is available for the Enterprise edition and appears if you are using record types.
  8. Under Set sync filters, beside Filter by account field, select any field on Leads from the drop-down, then use the arrows to select the field values you want to sync. Use the arrows on the far right if you'd like to change the default value by moving it to the top of the list.

    The top-most field value in the right pane is used as the default for new Leads created from Zendesk during bulk sync.

  9. Under Map Zendesk users and Salesforce Leads, select Zendesk tags.
  10. Select the Salesforce Leads fields that you want to map to the Details field and to the Notes field on a Zendesk user profile.
  11. Click Save in the User and Contact/ Lead Mapping section.

    The Zendesk for Salesforce app maps the following fields by default: Salesforce Contact or Lead Name to Zendesk user name Salesforce Contact or Lead Email to Zendesk user email Salesforce Contact or Lead Phone to Zendesk user phone Salesforce Contact or Lead Account to Zendesk user organization

Synchronizing Accounts with organizations and Contacts / Leads with users

To keep your Zendesk organizations and users in sync with your Salesforce Users and Contacts / Leads, you need to perform an initial sync to ensure both systems match.

The sync process between Zendesk and Salesforce uses the following rules:

  1. Find matches in Salesforce and Zendesk.
    • Use name to find matching Accounts and organizations
    • Use email address to find matching Contacts/Leads and users
  2. Create a new organization or user in Zendesk if no match is found for a Salesforce Account or Contact/Lead.
  3. Create a new Account or Contact/Lead in Salesforce if no match is found for a Zendesk organization or user.

This sync process executes according to the mappings you created earlier in the setup process.

If you need to cancel the ongoing sync for Contacts/Leads and users, in Salesforce, select Setup > Administration Setup > Monitoring > Scheduled Jobs, then delete the scheduled job for "Sync contacts, leads with Zendesk Users." To cancel the sync for Accounts and organizations, in Salesforce, click the Stop Sync button on the Account Sync Status page.

Important: You must complete the organizations sync before you begin the users sync. Be sure to complete all steps in the process. The sync process creates a scheduled job that runs every 2-3 hours until the sync completes. The organization sync is limited to 20,000 Accounts. During the users sync, if you have more than 10,000 Contacts, the sync will continue to run until the sync is complete.

If you are using a Salesforce sandbox account, be sure to change your email settings before you start the sync process so that you will receive the sync email.

To change your email setting to receive the sync email confirmation in a Salesforce sandbox account:
  • Go to Setup > Email Administration >Deliverability, then change the setting from System email only to All email.
To start the sync in Salesforce
  1. In Salesforce, click the Zendesk tab in the Zendesk for Salesforce app.
  2. (Optional) In the Organization and User Synchronization section, under Zendesk Organizations and Salesforce Accounts, deselect Create Zendesk organizations as Accounts if you do not want to create new Accounts in Salesforce for Zendesk organizations.

    When you deselect this option, the sync is one way: Salesforce Accounts are created as new organizations in Zendesk, but Zendesk organizations are not created as new Accounts in Salesforce.

  3. Under Zendesk Organizations and Salesforce Accounts, click Sync to start the one-time sync between organizations and Accounts.

    The Account Sync Status page appears. The sync will perform some batch jobs in the background. You can continue to use Salesforce during this time.

    Check the Account Sync Status page to confirm when the organization and Accounts sync finishes.

    Note: Do not click Sync Users and Contacts / Leads until you complete the sync process for organizations and Accounts in the next section.
To complete the sync in Salesforce
  1. In Salesforce, click the Zendesk tab in the Zendesk for Salesforce app, if you are not already there.
    Note: Check the Account Sync Status page to confirm the organization and Accounts sync is complete.
  2. Under Zendesk users and Salesforce Contacts/Leads, choose Create Contacts or Create Leads, depending on whether you want the sync to create Leads or Contacts for any Zendesk users that are not in Salesforce.

  3. Under Zendesk users and Salesforce Contacts/Leads, click Sync to perform the one-time sync for users and Contacts/Leads.

    The Contacts/Leads Sync Status page appears. The sync will perform some batch jobs in the background. You can continue to use Salesforce during this time.

    Check the Contacts/Leads Sync Status page to confirm when the users and Contacts/Leads sync finishes.

When you have completed the procedures in this article, you are ready for Step 4: Sending Zendesk Tickets into Salesforce.
 

Comments

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Bradlee
netdocuments

I'm getting an error that says: "There was a problem connecting with Zendesk. Please contact your Zendesk Administrator." It emails me this error every few hours or less and the title of the email is either "Error syncing Accounts and Organizations" or "Error syncing Contacts/Leads and users." Any ideas about how to correct this error?

December 13, 2012 11:20
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Erin Boyle
Product Manager

Hi Bradlee,

Can you enter your credentials in the "Authentication" section again and click "Test" this time instead of save?  Do you get an error message?  My guess is your credentials are incorrect, or you're using http:// instead of https:// (or vice versa), and that you have ongoing syncing turned on for contacts.  Every time a contact is being updated in Salesforce the integration is trying to update Zendesk and failing because of a credentials (or link) issue.

If that doesn't resolve the error, please log a ticket so we can look into this for you in more detail!

Best,
Erin 

December 13, 2012 11:40
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Daniel Apone
impinj

I'm confused by sentence:

"This feature automatically creates and updates Zendesk users immediately after Leads or Contacts are created or updated in Salesforce. This is a one-way sync of data; changes applied in Zendesk are reflected in Salesforce."

Is it really a "one-way" sync of data? The description clearly lists TWO different directions of data syncing:

  1. creates and updates Zendesk users immediately after Leads or Contacts are created or updated in Salesforce
  2. changes applied in Zendesk are reflected in Salesforce

Isn't that a two-way sync? Are there some typos here or am I missing something?

 

Dan

 

December 13, 2012 13:08
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Jennifer Rowe
Zendesk

Dan, oops! Sorry for the confusion. That should say "changes applied in Zendesk as NOT reflected in Salesforce." Thanks for catching that.

December 13, 2012 13:50
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Tyler Hall
smartthings

"Important: If you have not already done so, we recommend that you deselect the option to send a welcome email to new users before you start the synchronization process. To do so, select Settings > End-users."

Is that referring to a setting within Zendesk--specifically the checkbox in at the bottom of this screenshot?: http://cl.ly/image/1s2Z0Z0q2X0m

If so, that is under Settings > Customers in the new Zendesk. 

December 13, 2012 20:52
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Tyler Hall
smartthings

Sorry, the screenshot I included didn't include the checkbox I was referring to. My link should be be http://cl.ly/image/2I342E3u3x00

December 13, 2012 20:56
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Tyler Hall
smartthings
If we do not want to create Contacts or Leads in Salesforce for users that are already in Zendesk, am I right that we'd just skip over the final ("To complete the sync in Salesforce") section? Thanks!
December 13, 2012 21:06
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Bill Davis
solium

Is there a way to control which records are synced between the two systems?  For example, we have over 250,000 accounts in Salesforce and only about 3,000 of them are active customers and we only populate active customers into our Zendesk instance.  We are currently manually adding the records to Zendesk when the 'Account Type' field  in Salesforce is set to 'Customer'.  That triggers a workflow email to notify our admin team to add the record into Zendesk, which keeps ZD clean and prospect free.

 

The same goes for Contacts, we use the 'Profile' field to control what users are created in ZD

 

We would not want to add all records to Zendesk.

 

If you have any ideas on this or feedback it would be fantastic as we have been anticipating this feature release for a while and it looks great.

Also - is this feature only available with Lotus or is it available in Classic as well?

December 14, 2012 08:08
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Erin Boyle
Product Manager

Hi Tyler,

You are absolutely correct - we will update the documentation to reflect the difference between Classic and New Zendesk.

On the syncing piece - yes, if you don't want to get everything synced up between the two, you can just turn on the ongoing sync.  That means your contacts will incrementally get added into Zendesk, but no Zendesk users will be added to Salesforce.

Best,
Erin 

December 14, 2012 09:27
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Erin Boyle
Product Manager

Hi Bill,

Unfortunately right now we don't give you any filtering controls over what gets synced over to Zendesk.  That being said, your use case makes a ton of sense - I can certainly see why you wouldn't want all leads and contacts in Zendesk as users.  I've heard a lot of requests to have more flexibility and control around the syncing process, but it was important for us to start with a fairly basic sync process.

Let me check with my developer on one thing - you might be able to create a custom trigger to "control" when our trigger fires (which sends data into Zendesk), but I'm not positive.  I'll keep you updated.

Best,
Erin 

December 14, 2012 09:31
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Jennifer Rowe
Zendesk

Tyler,

Nice catch on the UI change in new Zendesk. Thanks for pointing that out! I made the update.

December 14, 2012 10:30
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Max Müller
onair

I'm getting an Email iwth  "Error syncing Accounts and organizations, Error Details : Attempt to de-reference a null object 0 out of 1000 records synchronized successfully." when starting the Sync-Process in Salesforce. Configuration attached as an image file. Did I something wrong?
 

December 17, 2012 02:52
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Erin Boyle
Product Manager

Hi Max,

We've started to see this error crop up with several accounts over the past few days and are looking into the cause.  You did not configure the integration incorrectly, but right now we don't know why the error is occurring.  I'll try to keep you updated here, or if you'd prefer you're welcome to open a new ticket with support@zendesk.com.

Best,
Erin 

December 17, 2012 09:51
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Rafael Moreira Pitoni

Hi.

I'm getting the very same message. Appreciate if you keep us updated here.

Regards,

Rafael

December 17, 2012 10:28
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Erin Boyle
Product Manager

Hi all,

Have an update on the "Attempt to de-reference a null object" issue:

We have finally been able to reliably reproduce this issue. Although I don't have a permanent bug fix available yet, we believe the error is occurring when you have empty organizations (with no users) in Zendesk.  We will be working on fixing this bug in the integration - in the meantime, if you need to get your Accounts synced, you could either delete these "empty" organizations, or add users to them as a workaround. This would be a manual process, and I realize it is not ideal.

I have also started a new page for FAQ's, common pitfalls setting up the integration, and known bugs / issues:  https://support.zendesk.com/entries/22786321

Best,
Erin

December 20, 2012 15:53
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Max Müller
onair

"Attempt to de-reference a null object" issue:

I have no oragnizations with 0 users in Zendesk. The error occurs anyway.

December 20, 2012 23:14
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Erin Boyle
Product Manager
Max - you are correct. We thought we'd narrowed it down earlier, but learned tonight that this one is still elusive. More to come.
December 20, 2012 23:45
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Erin Boyle
Product Manager

Hi all,

Update for you on the "attempt to de-reference a null object" error message - we just pushed a patch for version 3.16 Wednesday evening to fix this issue.  If you have version 3.16.1, you already have the patch.  If not, I highly recommend you go to AppExchange and install the latest version, 3.17, which has a few other bug fixes packaged with it as well.

Best,
Erin 

January 11, 2013 13:38
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Jay Lyerly
ceisoftware

How long should the sync in SalesForce take?  I started the process on Friday and on Monday still haven't received the email with the CSV link.  I thought that it must've failed silently, so I tried to start the process again, but I got a message that the sync is already in progress.  Three days seems like a _very long time_ to get an export.

 

thanks,

jay

January 21, 2013 07:41
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Maria Frantz
This note should be in HUGE letters in bright red and the very first step of the entire salesforce synchronization step!!!

EXTREMELY IMPORTANT:
If you have not already done so, deselect the option in Zendesk to send a welcome email to new users before you start the synchronization process. To do so, in Zendesk, click the Manage icon () in the sidebar, then select Customers in the Settings section. (Zendesk Classic: Select Settings > End-users.)
 
If you do not disable this setting, ALL of your Contacts in Salesforce will receive a "Welcome" email from your Zendesk when they are created as users.
 
January 21, 2013 09:52
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Erin Boyle
Product Manager

Hi Jay,

The csv usually takes between 5 and 30 minutes, so it's definitely concerning that you haven't received it.  The system administrator who kicks off the sync should be the email address used to send out the CSV file.  I'll go ahead and create a ticket on your behalf so we can look into this!

Best,
Erin 

January 22, 2013 15:33
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Erin Boyle
Product Manager

@mfrantz - We're working on some updates to the documentation that will hopefully make this more clear.  We'll also be exploring some in-app messaging within Salesforce to highlight this.  Thanks for the feedback!

January 23, 2013 10:40
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Leo Smigel

Erin,

We're in the same boat that Bill is in. Did you happen to figure out a temporary solution to prevent  Salesforce leads being created as Zendesk users? Thank you!

January 25, 2013 22:58
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David Rose
navigator

We're in the same situation as Bill too, so this is really the one thing holding us back from using your sync solution. A question. It's very easy for a new customer employee to create a ZD account - he just emails in a ticket, the system recognises his email domain and attaches him to the relevant company. However the sales team have no idea he exists, so as the sync is one way, is there anyway to report on ZD entries that don't have a matching SF record ?

January 29, 2013 02:33
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Erin Boyle
Product Manager

Hi all,

Leo - right now there's really no way to stop the Leads from being synced, but I have taken this feedback and am planning to incorporate a setting that would allow you to exclude all Leads.  I'll update you all once this is available.

David - right now, we have no way of storing a Salesforce ID in Zendesk.  That being said, we may be able to do this in the future, and will look into adding that feature when we're able.  For now, you may want to do a periodic bulk sync to grab the new items from Zendesk.

Best,
Erin 

January 29, 2013 09:21
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David Rose
navigator

Hi Erin, can you explain how a bulk sync will help ?

January 29, 2013 09:40
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Erin Boyle
Product Manager

Hi David,

The initial bulk sync you perform is a two-way sync - it pulls in users from Zendesk as Contacts (or Leads, depending on your settings), and organizations as Accounts as well as creates Zendesk users and orgs from Salesforce data.  While we only tell you to perform this bulk sync once, before using the ongoing real-time sync, you can kick it off again at any time.

Best,
Erin 

January 29, 2013 10:22
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Leo Smigel

Erin,

I'm noticing that the entire Zendesk name field seems to be mapped to the Salesforce lastname field. This causes us to manually update each record. Am I doing something wrong or is there any way to change this? Thank you!

January 29, 2013 10:24
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David Rose
navigator

Thanks Erin, that'll work nicely for us. Just need to wait now until we can filter contacts & accounts. This is especially of importance for us as many of our customer employ 'consultants'. The consultant will work with the company for a number of months before moving on. They tend to keep the same email address, so we'll have many John Smiths with the same email address in our database, all associated with different accounts. We use a custom field to show whether this John Smith is current or has left the company. Obviously ZD import would fall over if it tried to import many John Smiths with the same email address, but working for different companies.

January 29, 2013 14:06
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Ryan Saul
jamasoftware.com

I just want to not that I definitely did not read the instructions clearly enough when attempting to do this. I did not do the leads and contacts part of the integration because I was fairly certain it would be a mess to cleanup if I messed something up. Turns out that I was right about this. We only synced accounts and orgs and now we are looking a lot of duplicate orgs in SalesForce.

I personally would rather have a one-way sync from salesforce over to zendesk. I'm not sure what the value of going back the other way is, but I suppose there are many who use the integration differently than we do. As far as I can tell the integration works great if I disable this syncing function and just enter orgs manually (which at the moment is still pretty feasible).

Anyway, I'm going to chalk our duplicate account debacle up to me not reading through instructions clearly enough. This is just a warning to anyone else out there looking to set this up, please do so with extreme caution!

February 05, 2013 14:24
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Luke Stratton
cilix

How can I import Zendesk organizations and users into an empty salesforce database?

March 01, 2013 16:13
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Jon Nelson
interviewstream

I believe that I am having the same problem as Jay Lyerly above. I started the sync ~an hour and a half ago, and have yet to receive an email. Is this a known issue I can fix?

March 07, 2013 12:37
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Utah Nickel

I configured the Salesforce Account to Zendesk organization mapping and then performed the organization sync (in our salesfoce sandbox).  The message within salesforce was that I would receive an email when it was complete.  I did not receive the CSV file with the Salesforce accounts that were not in my Zendesk.  It seems like the update did happen on saleforce as zendesk accounts not in saleforce were created. Should I re-initiate the sync?

March 13, 2013 07:15
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Erin Boyle
Product Manager

Hi Jon & Utah,

To really troubleshoot, it would be best if you logged a ticket with support@zendesk.com.  That being said, the csv export file is also available to you by searching for a Contact called "ZendeskContact" - you can download the latest csv that was attached there, and bulk upload it to your Zendesk.

Best,
Erin 

March 14, 2013 16:46
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Bob Gardiner
exablox

It seems to me that there should be a link to the FAQ from the article, and not "hidden" in the comment section...

++++++++++++++++++++++++++++++++++++++++

I have also started a new page for FAQ's, common pitfalls setting up the integration, and known bugs / issues:  https://support.zendesk.com/entries/22786321

++++++++++++++++++++++++++++++++++++++++

April 02, 2013 14:25
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Jennifer Rowe
Zendesk

Great idea, Bob. I've added the link to the top of the article. Thanks for the feedback.

April 02, 2013 15:47
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Rafael Moreira Pitoni

Hi.

I am in the same boat Bill and Leo are in. 

It would be very useful if I could turn off lead sync and let only accounts a contacts be synced to Zendesk, since leads are not actual customers and I do not want them in Zendesk.

Best,

April 10, 2013 11:10
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Brad Smith
mokimobility

Does the system continually sync or after the initial sync does it just run on new accounts created in Salesforce or ZenDesk? What I would like to do is when I delete an account from my Salesforce that had previously been synced into ZenDesk, I want my ZenDesk account for that company to also be deleted.

This is could be a workaround for the problem of not being able to sync based on criteria as Bill and Leio and Rafael have mentioned.

April 18, 2013 09:11
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Erin Boyle
Product Manager

Hi Rafael - I definitely hear you on this, and this will likely be included in the next major version of the integration.

Hi Brad - if you have the ongoing sync turned on, the integration will update Zendesk whenever an Account is updated or created.  However, deleting an Account from Salesforce will not delete the Zendesk organization.  (the updates are fired via a trigger on the Salesforce record on update or create only)

Best,
Erin 

April 23, 2013 10:38
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Brahim Abdesslam

Hi,

just wanted to point that contrary to what is mentioned in the chapter "Preparing for the sync process", Part 3 (Lead), the field "Web_Source" don't exist on Salesforce Admin > Lead > Page Layout configuration.

Is this something you updated in a recent release but not in the doc?

Thanks.
Brahim

April 24, 2013 01:23
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Erin Boyle
Product Manager

Hi Brahim,

It's entirely possible we included this field accidentally - I will check and update the documentation accordingly.  Thanks for pointing it out!

Best,
Erin 

April 24, 2013 08:32
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Gary Skinner
netcel

@Erin,

Back in December you replied to Bill who was basically asking about the ability to flag organisations/contacts to sync with Zendesk, as opposed to synchronising all of the Salesforce data. Has this progressed at all? Has anyone worked around this at all? Help much appreciated!

Thanks

Gary

May 10, 2013 03:47
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Erin Boyle
Product Manager

Hi Gary,

Unfortunately this has not progressed beyond pulling together some requirements that details options I'd like to add into the integration.  We're currently assessing our options.  I will let you know if things move forward!

Best,
Erin 

May 17, 2013 17:37
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Alex Greenslade
landmark

Hi Erin,

We have the same problem as Jay Lyerly (January 21, 2013 07:41) where by we recieve the message:
"The one-time sync between Zendesk users and Salesforce Contacts or Leads is already in progress"
Its been in this state for a few days now! Did you have a resolution for Jay's issue?

Many thanks in advance,

Alex Greenslade.

May 23, 2013 07:09
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Erin Boyle
Product Manager

Hi Alex,

The scheduled job keeps rescheduling itself until the sync is complete.  When you click the sync button, it's simply telling you there's already a scheduled job running for this.

You could go into Setup > Administration Setup > Monitoring > Scheduled Jobs and delete the existing job.  Then you'd be able to click Sync again.  But, if you don't think the sync has been completing (which is why you're trying to click it again) it might be better to log a ticket with support@zendesk.com so we can help figure out what's going on.

Best,
Erin 

May 23, 2013 09:50
User photo
Tim Parfitt
netcel

Hi Erin

We are having the same issue as Jay (January 21, 2013 07:41), Jon (March 07, 2013 12:37) and Utah (March 13, 2013 07:15).  You responded to this on March 14, 2013 16:46 and based on that I have looked at the Notes & Attachments for Zendesk Contact but the CSV is not showing there.  I can see previous CSVs but they stopped yesterday. The time they stopped appears to coincide with when I upgraded our Zendesk for Salesforce installed package from 3.17.6 to 3.18.3.

Any ideas on how I can fix this issue?

Regards, Tim

May 24, 2013 03:57
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Erin Boyle
Product Manager

Hi Tim,

It's going to be a lot easier to help you troubleshoot if you log a ticket with support@zendesk.com.  Is it possible your sync has completed?  The easiest way to check is to go into Setup > Administration Setup > Monitoring > Scheduled Jobs and look for a job called "Sync Accounts with Zendesk Organizations." If it's there, check to see when the next scheduled run is.  If it's not there, the sync job likely finished.  You can always re-start the bulk sync and see if it has anything left to do.

If none of this works, or if you need more specifics, please log a ticket so we can dig into it for you.

Best,
Erin

May 24, 2013 09:35
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Tim Parfitt
netcel

Hi Erin,

Yes, Scheduled Jobs is reporting that both the Zendesk job for syncing Accounts and the Zendesk job for syncing Contacts are running.  However, I am not receiving the confirmation email when the job completes. And the CSV file is not being appended to the contact called ZendeskContact. Because I can't see the CSV file either via the email or ZendeskContact then I cannot perform the bulk import task into Zendesk...

I will raise a support ticket.  But any other ideas you have would be appreciated.

Regards

Tim

May 24, 2013 09:45
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Marci Abraham
nrocnetwork

Hi Erin, I have a suggestion for clarification....to add the following (bold) text to the article above:

  1. Caution! Before you begin the synchronization process, deselect the option in Zendesk to send a welcome email to new users. To do so, click the Manage icon () in the sidebar, then select Customers in the Settings section. Uncheck the box for "Also send a verification email when a new user is created by an agent or administrator."


I have been unsure if that was the right box to check or uncheck. I was having a hard time figuring out how unchecking that box would stop emails from being sent, since there's apparently a message (in the box) that "will" be sent, and this box is an "also" option. I've finally figured out that the message in the box probably goes out when a user self-registers.....but since we don't use that option (users do not self-register), I found this section confusing. I guess I expected a checkbox for "Never send users a welcome message", rather than "use this welcome message" and "ALSO do/don't sent a message under X conditions".  Ah, who knows....perhaps that's just a failing of my own brain. But in any case, the clarification will probably help some other poor soul. :)

 

Zendesk update: Thanks for the suggestion, Marci. We updated the article, so hopefully it's clearer now. 

July 24, 2013 15:26
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Mauricio Oliveira
esss

Hi, I have two questions for the syncing.

1.  If I create an end-user on Zendesk (for example, allowing the self-register on the web portal), will it be synced to a new Contact on Salesforce? Or to have Zendesk and Salesforce synced I should always insert on Salesforce first?

2.  When doing the synchronization of contacts, how are the Zendesk users' passwords generated? I mean, how will they do their first access? Should they use the "Forgot my password" help for their first access?

 

Thank you!

August 13, 2013 10:30
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Erin Boyle
Product Manager

Hi Mauricio,

1.  Right now this is a one-way sync from Salesforce to Zendesk, so you would need to insert the Contact into Salesforce first if you wanted them synced automatically.  However, if you're using a trigger and target to send tickets into Salesforce as Zendesk Ticket records, that process will actually automatically create a Contact in Salesforce.

2.  You've got it - they can use either the "Forgot my password" or "Get a new password" link to set it up.  Both links on the login page should go to yoursubdomain.zendesk.com/access/help.

Best,
Erin

August 13, 2013 17:36
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Mauricio Oliveira
esss

Hi again,

I just finished the contact/user sync between Salesforce and Zendesk and I noticed that the tags weren't correctly synced. Out of almost 4000 synced contacts, just a few (less than 50) got the tags I defined in Salesforce interface. Am I missing something? How can I fix this? We didn't start using Zendesk for our end-users yet, so re-syncing is still an option.

Regards.

August 19, 2013 10:05
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Ben White
apmasphere

Hi

2 questions just to clarify my understanding:

1. Is there any way to update Salesforce Account & Contact information from within Zendesk? Context is that our support team learn things about our customers that we want to track in Salesforce. 

2. About 16 hours ago I started the 'one off' account sync in Salesforce on a very small Saleforce test data installation. It didn't seem to work fully. (I must admit I pressed 'sync contacts' when I thought the account sync was done!). The accounts did not go across and the Salesforce screen still offers me to do a one time sync as per the start. If I press that button again the screen says "The one-time sync between Zendesk Organizations and Salesforce Accounts is already in progress". Is there any way to complete that sync or start again?

Thanks

August 21, 2013 17:24
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John Mclean
axomic

Hi Zendesk Support / Erin!

When I use the Account 'Website' field as the domain mapping field, just like in your guide above (step 4 of CONFIGURING SALESFORCE ACCOUNT TO ZENDESK ORGANIZATION MAPPING), it results in the whole http://... address landing up in the Zendesk Organization 'Domains' field?

Looks like some code is missing from the Salesforce Zendesk plugin that should explode the website address and expose the underlying domain name, for example http://www.example.com/index.html should turn into example.com on Zendesk's end.

I realise I could roll my sleeves up and create a custom Salesforce Field that grabs the website and applies some function that does the explosion, returning the domain name and then use this field for the domain mapping, but I just wanted to check I hadn't missed anything obvious?

Thanks in advance for your assistance.

John

August 22, 2013 09:21
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John Mclean
axomic

With more investigation, looks like it only works when the domain is entered as straight 'example.com' within Salesforce , omitting the http:// , www and the trailing slash. 

August 22, 2013 09:39
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Tor Davies
sportex

I've read that it's not possible to synch Zendesk with Person Accounts in Salesforce. Is there anyway around this? At the moment it's causing a lot of confusion because Zendesk is creating contact accounts for customers who's data in every other respect is in Person Accounts. Does this mean the intergration wtih Zendesk would be better turned off? Do you have any plans to support Person Accounts?

August 30, 2013 07:42
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Tor Davies
sportex

Hi Erin - sorry for second post but I've done a bit more digging in my Salesforce instance and it seems it creates tickets in person accounts if it finds a person account match based on email (I presume) but if it doesn't find a person account match then it creates a contact. Which to be honest seems pretty sensible as it segments customers (who will all have person accounts) with non customers. Does what I've outlined sound likely?

Also I can't seem to find any Zendesk reports or dashboards in Salesforce? The Zendesk tab only has settings and nothing else. Where would I find these? Is there more detailed documentation on the Salesforce/Zendesk integration?

August 30, 2013 07:58
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Erin Boyle
Product Manager

Hi Mauricio,

If you're continuing to have problems with the sync, please contact support@zendesk.com so we can take a more detailed look.  One option may be to simply do an export of the tag data and import it directly into Zendesk.

Best,
Erin

September 04, 2013 14:00
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Erin Boyle
Product Manager

Hi Ben,

To answer your questions:

1. Is there any way to update Salesforce Account & Contact information from within Zendesk? Context is that our support team learn things about our customers that we want to track in Salesforce. 

No - unfortunately after the bulk sync step, the ongoing sync is a one-way sync from Salesforce to Zendesk.  We do not support the ability to sync from Zendesk back to Salesforce at this time (although we would like to in the future).

 

2. About 16 hours ago I started the 'one off' account sync in Salesforce on a very small Saleforce test data installation. It didn't seem to work fully. (I must admit I pressed 'sync contacts' when I thought the account sync was done!). The accounts did not go across and the Salesforce screen still offers me to do a one time sync as per the start. If I press that button again the screen says "The one-time sync between Zendesk Organizations and Salesforce Accounts is already in progress". Is there any way to complete that sync or start again?

In order to stay within SFDC API limits, we run the sync process in batches.  There is also a manual step that's critical to the sync process - did you ever receive the email from Salesforce with the csv export to import into Zendesk?  If your test data was in fact very small (less than 1000), and you did not receive the csv email then this sounds like an issue that we will need to investigate.  If that's the case, please shoot a note to us at support@zendesk.com so we can take a look.  If you did receive the csv make sure you upload it so the sync can complete.  The scheduled job will keep running until it finds the organizations in Zendesk.

I hope this helps!
Erin

September 04, 2013 14:05
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Erin Boyle
Product Manager

Hi Tor,

Right now we do not support Person Accounts for the sync, so you're probably better off to just disable that portion of the integration.

As for the reports, you can create your own reports or use a few that we've pre-loaded in the Salesforce Reports section.  You can easily add the Reports tab from within the Zendesk for Salesforce app by clicking the "+" next to the Zendesk tab, and selecting "Reports."  Once you're in the Salesforce Reports area, you should see a folder called "Zendesk for Salesforce (Installed Package: Zendesk for Salesforce)" - this has some pre-configured reports as a starting place for you.

We don't have any additional documentation on this, as reporting is native Salesforce functionality.  However, if you're on Salesforce Enterprise Edition, I would definitely recommend working with a Salesforce Admin to create a new Report type for your use.  While you can natively pull in Account information when running a report on Zendesk Tickets, you'll need a custom report type to pull in Zendesk Ticket info on Account reports (the reverse relationship, essentially).

Best,
Erin

September 04, 2013 14:14
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Mauricio Oliveira
esss

Hi again Erin, thank you for your answer.

I got another situation: I have configured Salesforce to enable the automatic update for both accounts and contacts/leads. However, some of them are not being created in Zendesk.

 

I tested it by creating a new Contact with my administrator account (the same one configured on Zendesk side to access Salesforce) and it worked. But records (both accounts and contacts) created by other Salesforce users after the initial sync weren't created on Zendesk. My administrator user has 'view and modify all data' permission, but I can't see any other reason besides some access issue behind this. Is there some limitation regarding sharing/access policies so those records aren't being created?

 

Best regards.

September 06, 2013 10:56
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John Mclean
axomic

Hi Erin & Zendesk Support team,

We are finally going live with Zendesk for Salesforce!

The Organization sync went through fine and created 15 000 odd organizations within Zendesk.  All the relevant Account tags have also been mapped, all good so far.

After receiving the final "The synchronization between Salesforce Accounts and Zendesk organizations is now complete" email, we decided to proceed with the 'Sync users and Contacts or Leads' button on Friday (17:00).  We left Salesforce & Zendesk alone the whole weekend but unfortunately it looks like only a paltry 70 odd 'end-users' have been created within Zendesk?

I clicked the 'Sync users and Contacts or Leads' button again (Monday), but it didn't magically make the 12 000 odd users appear :-(.

Should we expect to see the "missing" contacts within Zendesk or are these created on the fly as users email in tickets?  Should we be worried about not receiving the two confirmation emails?

September 09, 2013 04:11
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Adam L.
Zendesk

@Mauricio,

This sounds like a potential permissions issue with the app install - would you be able to reinstall the app and verify the proper permissions are being set on install? 

 

@John

I saw you submitted a ticket about this - we'll reach out with more info in the ticket - thanks!

September 09, 2013 09:38
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Mauricio Oliveira
esss

Hi Adam, thank you for the answer.

Reinstalling it will bring any problems to our already synced data, or I should just lose the configurations like Remote Site Settings and Zendesk admin user credentials... ?

 

Best regards!

September 09, 2013 09:45
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Adam L.
Zendesk

If you're just updating, it should not affect your current settings - on install you can verify/change permissions as needed!

September 09, 2013 10:05
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Mauricio Oliveira
esss

By simply installing it again (without unninstall) there is no step for configuring user permissions or anything. Step 1 is just to approve package API Access and step 2 is just an Install confirmation screen. Should I unninstall the package first then? This way I believe I would lose the configurations, am I right?

September 09, 2013 10:24
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Adam L.
Zendesk

Ah - thought it would be there when updating - you would indeed likely lose configurations if you uninstall, but unfortunately, as of now there's not a better way to verify permissions on the app - sorry if this causes you any inconvenience. 

September 09, 2013 10:47
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Marcus Wong
Keboola

When I try to sync, i never receive ANY e-mails from salesforce.  When i re-click them, it still says it is processing.

 

It shouldn't be difficult as i only have 40 or so contacts on zendesk and i have 0 contacts in SF. 

 

Anyone know why this would happen ? 

September 11, 2013 13:44
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Robby Ibrahim
PracticeGenius

Hi! 

When we map Salesforce fields to Zendesk tags (Org or People), does it sync changes to a field in Salesforce and update the Zendesk tags accordingly or does it append changes resulting in an additional tag? 

e.g. We could have a field in Salesforce that describes the Account's subscription status (Subscription=Active; which appends a Zendesk tag of 'Active'). Now the Account's subscription is Expired (Subscription=Expired) Does the Zendesk "Active" tag get deleted and replaced with "Expired"? OR will it simply append "Expired" resulting in both tags being present (Active and Expired)?

I read above where sync doesn't touch any existing tags added in Zendesk, but wasn't sure about the scenario I'm explaining (trying to explain at least). 

Thanks!

September 11, 2013 16:38
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David Okner
Zendesk

Hey Marcus,

You will not get an email for contact syncing, only for account org syncing.

Hope this helps

October 08, 2013 14:16
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Damon Edwards
simplifyops

Integration with Zendesk is the first time I've had to tinker under the hood with Salesforce, so forgive me if this is a dumb noobie question...

Can you provide some additional information about how to "Add all of the following Zendesk package fields to the page layouts for admins on Account:"? Where do I find those settings?

October 08, 2013 16:14
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Erin Boyle
Product Manager

Hi Damon,

There are no dumb noobie questions when it comes to Salesforce!  I've been in your shoes, and it can get confusing.  I'll show you an example for Contact, but this will work for any of the objects.

  1. Open any Contact record - really, any one will do
  2. Click "Edit Layout" in the upper-right-hand corner of the page
    edit_layout_link.jpg
  3. You'll be taken to a screen that looks a bit like this:
    drag_and_drop.jpg
  4. For each field listed in the documentation, simply drag and drop that field somewhere onto the Contact record.  (I've shown Zendesk Result above) Depending on your permissions, it should be set up to only be visible by admins as a default, but you should double-check.
  5. When you're done, click Save in the upper-left-hand corner of the box

I hope this helps!
Erin

October 08, 2013 16:25
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Sean Byrnes
flurry

Hi, 

I made it through all of the integration steps successfully until it came time to Sync the organizations. Salesforce tells me the background job is running correctly, but I have not seen any emails as per the instructions. I have been waiting about 3 hours and the job has run twice. I've also checked my spam folder in email with no luck.

Is there anyway to get the sync file without receiving the email? Alternatively how can I figure out why the email is not being sent?

Thanks,

Sean

October 08, 2013 17:21
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David Okner
Zendesk

Dear Robby,

The tag will be just added no tags will be removed.

Hope this helps

October 09, 2013 15:07
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Damon Edwards
simplifyops

I stumped myself. After completing the steps I see all of the organizations and all of the users in Zendesk... but none of the users are linked to their organization. Any idea what could cause that? 

November 12, 2013 22:21
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Jon Nelson
interviewstream

I noticed that the Zendesk for Salesforce App has been removed from the App Exchange Market and can only be accessed through the link in this guide. Is the app still being supported?

November 13, 2013 07:34
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Laura D.
Zendesk

Sean - Sorry for the delay, if this is still an issue let me know and I'll make a ticket for you in our system. 

 

Damon - I'm not an expert but based on looking up answers from our Advanced Support team, sounds like it might have been that users were synced before orgs were done syncing, could that have happened?

 

Jon - The Zendesk for Salesforce app continues to be supported and enhanced by Zendesk.  It's passed the Salesforce security review, and is simply not publicly listed on AppExchange due to business negotiations.

November 13, 2013 12:14
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Zachary Kublin
onevisionresources

If a contact in SalesForce has multiple email addresses, is there anyway to sync them all over to ZenDesk or is the system only capable of syncing one email address.  I know you can not have 2 contacts sharing the same email address in ZenDesk, but you can have one contact with multiple email addresses.  Is there any way to sync a contacts multiple email addresses in salesforce to the contacts in ZenDesk so we do not have to manually enter all the alternate email addresses for a contact in ZenDesk?

November 20, 2013 12:16
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Jamie Byers
Expedia

Hello,

I have reached this step: "When the organizations and accounts sync finishes, you will receive an email with a link to a CSV file that contains a list of Salesforce Accounts that are not in your Zendesk."

However, I am finding accounts on the list which are in my zendesk already. The only difference between the salesforce account name and the zendesk organization name is capital letters. For example:

in zendesk the organization name is in all lower case: "account name"

in salesforce the account name is in all capitals: "ACCOUNT NAME"

why was this not seen as a match?

November 22, 2013 13:46
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Trisha Patel
Zendesk

@Loren, We're following up via ticket - Will be in touch shortly 

November 25, 2013 03:08
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Zachary Kublin
onevisionresources

Any word on syncing multiple email addresses in a SalesForce Contact with a ZenDesk Contact?

November 25, 2013 11:49
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Trisha Patel
Zendesk

@Zachary, Unfortunately this is something we're unable to do. Zendesk treats email addresses as unique identifiers for users.  Because of this restriction, customers trying to sync to Zendesk in a Salesforce environments that have multiple contacts sharing the same email address will find some unexpected behaviour

November 26, 2013 08:16
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Mike Lenehan
impinj

Hi Erin,

Above you mentioned this: 

"if you're using a trigger and target to send tickets into Salesforce as Zendesk Ticket records, that process will actually automatically create a Contact in Salesforce."

My question...is this configurable to create a Lead instead of a Contact in Salesforce?  

I originally selected the option of "Create Contact" during sync, ran the sync, and then haven't ran it since.  I went back and changed this to "Create Lead" and didn't run a sync.  I tested by sending a new ticket from a requestor whose email was not in Salesforce.  This didn't create a Lead in Salesforce...it created a Contact.  Is there a way to have it create a Lead instead?

December 20, 2013 08:36
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Erin Boyle
Product Manager

Hi Mike,

Long time no talk!  To answer your question, right now it's only possible to create a Contact for the Zendesk Ticket.  I've gotten a lot of feedback around wanting to have the possibility of Leads or Contacts, but honestly it's a more difficult problem to solve than it seems at first glance.  There are some other fixes and enhancements we're working on before this will make the list of top priorities, but I'll continue thinking about possible solutions.

Best,
Erin

December 20, 2013 09:03
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Jamie Byers
Expedia

please let me know if this is true:

After fully completing the sync process for organizations, if someone starts their own account in zendesk, it won't be automatically created in salesforce.

If a new organization is created in zendesk, I will need to keep the scheduled salesforce job running in order to manually import any new zendesk organizations into salesforce. Is that correct? Is there no way to automatically sync  from zendesk to salesforce on an ongoing basis without human interaction?

January 16, 2014 14:02
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Erin Boyle
Product Manager

Hi Loren,

That is true - the ongoing sync is a one-way sync from Salesforce to Zendesk.  There is no way currently to update Salesforce from Zendesk in an ongoing, automated fashion.

Best,
Erin

January 16, 2014 14:08
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Jamie Byers
Expedia

Thanks Erin! It my be better that way so we can monitor it on an ongoing basis.

January 16, 2014 14:27
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kush
keeptruckin

Hey Erinm

The Salesforce and Zendesk sync works two way when the scheduled APEX job is running. Is that right? And if so is there a way to make it one way so that SF contacts are only pushed to Zendesk and Zendesk users are not imported. I have some custom validations around contact creation which fails the contact creation process. 

Thanks

Kush

 

February 04, 2014 06:13
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Erin Boyle
Product Manager

Hi Kush,

Right now it's not possible to turn off that piece of the bulk sync - it's two-way or nothing.  That being said, it's something I would love to add in as an option.  We've got a few other things we're cleaning up and introducing before we're likely to get to it, though.

Best,
Erin

February 04, 2014 12:40
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kush
keeptruckin
Thanks Erin - Will touching all records using Batch APEX as mentioned here: http://stackoverflow.com/questions/10997613/fire-a-trigger-on-exist... create organisations and users in Zendesk through triggers? I'm looking for a workaround to push existing salesforce data without the bulk sync. Thanks
February 04, 2014 12:44
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Erin Boyle
Product Manager

Typically the triggers will not fire for bulk loads (e.g. the data loader), but this workaround might work.  I'm not actually sure, as I haven't tried it.  Touching records individually should make the triggers fire, but again with batching it's hard to know.  If you decide to try it out, let me know how it goes!

February 04, 2014 12:54
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Erin Boyle
Product Manager

Hi all,

An updated package is available - I'll be posting all future updates with release notes here:  https://support.zendesk.com/entries/40803498-Zendesk-for-Salesforce...

Best,
Erin

February 13, 2014 17:01
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Jennifer Rowe
Zendesk

This article for configuring user and org syncing has been updated to reflect changes in the updated package (3.22) Erin mentioned on 2/13.

February 19, 2014 14:03
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Push Technology
pushtechnology

Hi Erin, we're getting emails whenever a sync has run, specifically the email says "between Salesforce Accounts and Zendesk organizations is now complete", for reference the subject is "Zendesk organization syncing complete". Is there any way to switch these off? 

February 20, 2014 01:13
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kush
keeptruckin

Hi Erin - You mentioned that the contact phone no is mapped to user phone no in Zendesk. I just wanted to ask if there is anyway the phone that is updated by the trigger in salesforce can be enabled as direct line for that particular user. Is there is anyway I can achieve this functionality?

Thanks

 

February 20, 2014 13:01
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Krishnan R
brkt

Hi,

Is there a means to force a "re-sync" of all accounts/organizations between Salesforce and Zendesk?

To make a long story short, I have the Salesfoce<-->Zendesk integration working. I initially ran a sync of all the accounts. However after that, had to cleanup all the organizations on Zendesk. Now if I try to re-run the Accounts sync on Salesforce, the accounts/organizations are not being re-created. However if I go in and do a blank update an account in Salesforce (i.e. Edit and Save without making any changes), then this account gets created in Zendesk. Obviously this method will not be feasible as we have 2000+ accounts in Salesforce.

The other option I can think of is the bulk import of organizations. But is that a safe option given that I have currently around 30 organizations in Zendesk which have successfully synced (since I manually updated them in Salesforce)?

Thanks
Krishnan

February 26, 2014 09:39
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Admin Aviso
avisobrasil

Hi,  I keep getting errors on the initial sync but is not the API of Zendesk, I tested with curl and it works fine. Can you help?

March 27, 2014 21:38