Salesforce: Using the Zendesk Support Bulk Sync feature Follow

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13 comments

  • Avatar
    Vinny Poliseno

    Is this supported to installed the beta version in one of my SFDC Sandbox orgs and connect to my Zendesk Sandbox org? Assumption is yes but wanted to double check first before just doing.

    Thanks.

  • Avatar
    Keith @ Zendesk

    Hey Vinny,


    That is correct.  It should work fine.  Just make sure you install the v5.1 in your SalesForce Sandbox and connect that to your ZD Sandbox.

    Let us know if you run into any trouble! :)

  • Avatar
    Vinny Poliseno

    Hey Keith when I go to https://support.zendesk.com/hc/en-us/articles/203660036-Salesforce-Installing-the-Zendesk-for-Salesforce-app-in-Salesforce to get the latest version to install I'm still seeing Version Number 4.6?

    lightning.force.com/packagingSetupUI/ipLanding.app?apvId=04t400000002eoc

  • Avatar
    Yuri Mylis

    @ Vinny,

     

    I've double checked and the link on the article is correct. Make sure you refresh the page in the browser.

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    Geoff Clare

    Since this new sync process sets the Zendesk external_id in a way that uniquely identifies the corresponding Salesforce record, do you plan to update the Salesforce app in Zendesk so that it can be configured to look up Salesforce records using the external_id?

    This would work much better for us than the current email address matching method, because we have two email address fields in Salesforce - a business address and an "additional" address - plus a field that says which one is preferred.  We configured the Salesforce app in Zendesk to match on the business address, but that means for users where Zendesk has the additional address as primary email the lookup does not find the contact.

  • Avatar
    Fred Thomas

    @Geoff,

    This is great feedback and something that our developers are looking into. They are looking into other methods of identifying records besides the current identifiers. The ext_id that can only be used in the Bulk Sync V2 Beta is great candidate for expansion into other areas. There are plans to roll that out to the ongoing sync. We hope to have something by the end of the calendar year. Please stay tuned. Thanks for your feedback!

  • Avatar
    Jeff Callahan

    I'm not sure how you can base a sync off name - these fields will never be in sync.  We have imported all of our SF Account ID's into a custom ZD field.  This was  bit painful/tedious to establish, but easy to maintain.  We use this to sync the ZD ticket fields and it works perfectly. 

  • Avatar
    Oren Kaniel

    @Jeff -

    Sounds like a great idea!

    Can you please elaborate on how you synced up your SF Account IDs to a custom ZD Field?

    Thanks

  • Avatar
    Jeff Callahan

    I matched the Accounts and Orgs manually in Excel using an output from SF of the Account ID's and Names and an Output from ZD Insights.  

    I was able to match ~90% automatically.  I then Completed the remaining manually.   

    Now I run a regular report to review ZD org with no Account ID

  • Avatar
    Oren Kaniel

    @Jeff

    Thanks for the info how were you able to import the data back into the ZD custom field?

    or was that done manually?

    Thanks again!

  • Avatar
    Denis Malkov

    Why don't any of the dropdowns in this job creation flow seem to work for me? I've set up my field mappings, matches (all just default, name > name), and added all of the objects required in this article.

    https://support.zendesk.com/hc/en-us/articles/203659996-Salesforce-Configuring-user-and-organization-syncing-in-Salesforce 

    What am I doing wrong?

  • Avatar
    Yuri Mylis

    Denis, I've raised a support ticket on your behalf and someone will be in touch shortly to help you with this. 

  • Avatar
    DJ Yoder (Edited )

    @Yuri - are there any plans to enhance the matching criteria of automatic updates in the same way you did with the bulk sync (allowing to match on 3 fields instead of just account name)?  We have duplicate account names in SF, so we're unable to use the automatic updates which is a huge pain for us for several reasons:

    1. We can't maintain up to date org. information in ZD because we can't use the automatic updates.  An update in SF may update the wrong org of a same name in ZD.

    2. We can't do a ticket lookup from within SF because it will pull tickets from other orgs with the same name.

    3. We can't use the SF Account lookup app efficiently for additional information because it returns multiple orgs from SF.

    I've seen this duplicate account name issue in several threads so I know I'm not the only one seeing this.  Is there any hope of this being changed anytime soon?!   We've uploaded our SF account ID to a custom org field, but it's pretty much useless at this point because I can't use it for auto-sync or lookups.

    ***I think an obvious requirement that's a pre-requisite to this request is that duplicate organization names would need to be allowed in Zendesk. OR allow me to map a custom salesforce field to Zendesk organization name that I know would be unique. 

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