Jason Wong

Will this scenario work for cases when the Account was not initially sync'd but a mapped field in the criteria is changed?  I have a situation where an Account was manually created, updated via upload but now a mapped field was updated but the update was not pushed to Zendesk.  By doing this forced batch sync will that link the two records back together?

I've tried this and have been getting mixed results. As with Albin's code I've been doing something similar. I download the file from another source, upload into Zendesk. retrieve the token from the response from Zendesk and add that into a JSON for create_many endpoint.  It looks all good but when I view my bulk imported tickets the attachments are not to be found broken images.  And when I view the ticket details via the API the attachment block is empty.

I am still noticing that issues are being reported as "Zendesk Support for Jira" when all the users in Zendesk are also in JIRA.  As well, these issues when created also post to Slack with that same user.  How do we associate the correct users between the two system.  Reading the comment from Sean here says they are derived from the user list.

https://support.zendesk.com/hc/en-us/articles/4408845662746/comments/4789667919386

Is there a way to perhaps generate a report from the Zendesk widget in Salesforce.  Can it be attached to other pages that allow for more data to be displayed or maybe exported?

I am receiving this type of error message.

"message": "Fail State with Cause: Contact ID 0033400001rCgXDAA0 failed to sync :: Record validation errors :: Failed to create/update Zendesk record :: details: map[external_id:[map[description:External 0033400001rCgXDAA0 has already been taken error:DuplicateValue]]]."

I would expect that it would only attempt an update and not a create.  Part of this is if the Account Name changes but there is already an external id that is mapped to the SFDC record where this causes confusion I believe.

I am wondering if I can get clarification on this statement from the guide notes above.

Once a successful match of existing records has been made, or a new record has been created in Support, the Salesforce and Support records are linked. This means that subsequent updates to the record in Salesforce don't use matching criteria but instead update the linked record in Support.

How is the organization in Zendesk linked to Salesforce, is it the Synced organization mapping section of the configuration?  I'm noticing that I am getting failures in the logs for id exists already, I wonder if it's because there is no link between the two systems that identifies that this record is already there and only needs an update not a creation.

Hi Jessica Peck

I am interested to know where/how you applied the JS code to change the Admin options for setting the status as you coded here. I've done everything else but interested in changing the Admin options .

$('.post-actions .dropdown-menu :nth-child(2)').text('None');
$('.post-actions .dropdown-menu :nth-child(3)').text('Planned');
$('.post-actions .dropdown-menu :nth-child(4)').text('Not Planned');
$('.post-actions .dropdown-menu :nth-child(5)').text('Completed/Answered');
$('.post-actions .dropdown-menu :nth-child(6)').text('Community Conversation');

How do I associate a contact that is sync'd from SFDC to Zendesk if the contact does not have an email address, but the contact record in SFDC is mapped to an Organization?

When setting up a JWT for end users to login vs. agents with SSO. the login page is missing the forgot password link.  Any way to add that back?  Our customers are unable to request a password reset.

Has anyone solved the issue where any comment update in a JIRA issue triggers the integration back to Zendesk even if the state doesn't change in JIRA?