Salesforce Integration - Allow use of Zendesk External ID for matching criteria

Dan R.

• 21. November 2022 16:31

Community Moderator

We use the SF->ZD integration to sync our active customer accounts to Zendesk.

We also enable the option in the sync settings to write the Salesforce 18 digit ID to the Zendesk Org's External ID field.

When setting up the ticket view parameters, we lack the ability to use the Zendesk External ID as a matching criteria. Our goal is to use external_id to match on the SF 18 digit ID, that way it doesn't matter how similar the names are. It seems that the search by name sometimes returns incorrect results.

Why let us sync IDs if we can't use them as matching criteria?

• Eric Nelson

  • 1. Dezember 2022 13:36

  Zendesk Developer Advocacy

  Hey Dan,
  
  I've passed this feedback on to the product team who owns the integration. They've captured it on the product board and will be digging into the request to see if this is something the priority of this request. Currently there isn't an ETA on when this will be supported. Though, as the team moves into planning for 2023 this will be something they'll be digging into.  
   
  Thanks!
  
• Amy Spagnolo

  • 8. Dezember 2022 08:56

  +1 we need this too.

   

• Elżbieta Petryka

  • 4. Juli 2023 13:48

  + 1 

• David Gillespie

  • 1. September 2023 01:37

  Zendesk Product Manager

  Hello everyone!
  
  We appreciate your feedback on this topic and would love to hear more directly from you live. Please join us on September 12th at 5PM CDT for our PM Roundtable on our Salesforce integration.
  
  It’ll be an open discussion on what is and isn’t working for you on with the Salesforce integration built by Zendesk. We're collecting feedback at the moment to help inform a new roadmap of improvements across the integration. So please bring those questions, concerns and use cases because we want to hear from you!
  
  The link to register can be found here, we’d love to see you all there.
  
  Cheers,
  
  David

• David Gillespie

  • 22. September 2023 00:21

  Zendesk Product Manager

  Hi Everyone,

  Following up on this thread after our PM Roundtable on the Salesforce Integration. Just wanted to stay another big thank you for providing feedback in this area.

  In case you missed the PM Roundtable session, please find the deck, recording, and follow up article. Thank you again for your feedback!

  Cheers,

  David

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