The Zendesk Support bulk sync feature allows you to quickly sync up to 250,000 records between your Zendesk Support and Salesforce accounts. This is especially useful as an initial sync before using ongoing sync.
- Manually match records to overcome data quality issues.
- Customize matching criteria and syncing behavior.
- Define the sync direction.
- Review and resolve errors.
- View and download error reports.
This article discusses the following topics:
Related articles:
Requirements and limitations
- Sync updates all matched records every time it runs.
- Manual match screen is limited to 10,000 records.
- Up to 250,000 records can be synced in a single run.
- Bi-directional sync is supported.
- Bulk sync uses the Zendesk Support external_id field. Make sure this field isn't already used by other apps (i.e., SSO).
- You must have access to the Salesforce API.
Understanding how bulk sync works
There are three main steps in the bulk sync process.
First, the program uses the criteria set in User and Organization Sync settings -- specifically, the Sync Auto Match Settings -- to attempt to automatically match records between Salesforce and Zendesk Support. As soon as a match is found, the program updates records based on source of truth and field mapping settings. Users can set up to three criteria (or a logical condition is used when more than one criteria is set).
For records that exist in Zendesk Support but do not have an unique match in Salesforce, users will be able to manually match them. Manual match allows user to search across Salesforce databases and identify matches manually. Manually matched records will be updated in Salesforce and Zendesk Support, for any unmatched records that exist in Zendesk Support but not in Salesforce user can choose to create them in Salesforce as new records.
For records that exist in Salesforce but do not have an unique match in Zendesk Support, users can choose to create them in Zendesk Support as new records.
Checking field mapping and record filter settings
- Navigate to Zendesk for Salesforce > Global Settings > User and Organization Sync Settings, and click Go to Mappings.
- Under Select a pairing to modify its sync settings, in Sync Pairing drop-down menu, select Contacts - Users or Leads - Users.
- Under Filters, set the following sync filter condition:
- Field : Email
- Operator: is not blank

Creating a sync job
To begin using the bulk sync feature, open the Job Control Panel in Salesforce:
Use the Job Control Panel to determine the following bulk sync settings:
- Sync direction. The drop-down menu contains your options for the direction the sync is performed:
- Zendesk to Salesforce. This only syncs Zendesk Support records to Salesforce. Any record that exists in Zendesk Support but not in Salesforce will potentially be matched or created in Salesforce. Any record that exists in Salesforce but not in Zendesk Support is not be matched/created in Zendesk Support.
- Both: A bi-directional sync. All records between Zendesk Support and Salesforce are matched and updated according to field mappings and other sync settings.
- Data to sync. Select what type of data you want considered when performing a bulk sync.
Note: It is important that Organizations and Accounts are synced first to ensure that contacts are associated with the correct Accounts.
- Account and Organization: Syncs Salesforce accounts with Zendesk Support organizations.
- Contact and User: Syncs Salesforce contacts with Zendesk Support users.
- Lead and User: Syncs Salesforce leads with Zendesk Support users.
- Sync Mode. Select the type of sync to perform:
- Full Sync: This performs a full sync based on the mapping logic and field mapping criteria. It will create or update records in Salesforce and Zendesk Support.
- Import Only: This only imports Zendesk Support data to Salesforce so users can perform customized logic on the data. No records in Salesforce or Zendesk are created or updated. See Import-only mode for more information.
- In the case of conflicting values, use values from. The radio buttons selects the source -- Zendesk Support or Salesforce -- to be used when the sync detects conflicting values:
- Zendesk Support: Treat Zendesk Support as the source of truth for conflicting values. In the case of conflict, the Zendesk Support value replaces the Salesforce value.
- Salesforce: Treat Salesforce as the source of truth when there are conflicting values. In the case of conflict, the Salesforce value replaces the Zendesk value.
- Create new records in. the radio buttons selects where new records can be created when a sync detects them:
- Zendesk Support only: New records are only created in Zendesk Support.
- Salesforce only: New records are only created in Salesforce.
- Both: New records are created in Salesforce and Zendesk Support.
- None: No records are created.
- Control Links. Click these links to view the following:
- History: To view history of previous sync jobs.
- Settings: To view/configure sync settings (Filter, Field mapping, Sync mapping criteria, etc.).
- Start Sync. Click to begin the bulk sync.
The Auto Matching screen
Bulk Sync processes all Zendesk records and tries to auto match Zendesk records with Salesforce records using the matching criteria set in the bulk sync Auto Match settings. On Auto Match, bulk sync also updates or syncs fields defined in “Field Mapping” based on “Source of truth”. If duplicate records are found, the record is not matched and duplicate records are shown in manual match.
When you click Start Sync, the following screen appears while the sync is being performed:
Use this screen to evaluate the following information and control the sync as it progresses:
- Sync progress indicator: Indicates the current step the bulk sync process is performing.
- Overall progress bar: Indicates total number of records to be processed in the current step, and total number of records processed so far.
- Sync count: Indicates total number of records successfully matched or synced in the current step.
- Cancel: Cancels the current sync job.
The Manual Matching screen
Existing records in Zendesk Support that cannot be auto-matched using the bulk sync settings criteria can be manually matched to Salesforce records. A manual match only supports up to 10,000 records.
For records that are matched in the manual match screen, the Zendesk ID and fields defined in field mapping are synced to a matched Salesforce record. For records not matched in the manual match screen, if “Create record in” setting in the job settings is “Both” or “Salesforce only”, Zendesk records are created in Salesforce and synced.
If there are more than 10,000 records to be manually matched, or if you are trying to create all Zendesk Support records in Salesforce, click Skip this step and all records will be created in Salesforce if “Create record in” setting in the job settings is “Both” or “Salesforce only”.
Use this screen to set the following manual matching elements:
- Start Manual Match: Click to start the manual match process.
- Skip this step: Click to skip manual match, records are created in Salesforce if “Create new record in” option (set in the Job Control Panel as described above) is set to be “Both” or “Salesforce only”.
For each of the records listed in manual match table, search Salesforce database for eligible records by putting search terms or Salesforce record ID in (4)”Record Lookup”. Select a record from the drop down list of eligible records.
Click “Save Progress” if you want to come back and continue the manual match process at a different time, or click “Save and continue” if you have finished manual match and want to proceed to next step.
Once you proceed, any record matched will be updated in Salesforce. Any record not matched will be created/synced in Salesforce as a new record, if the “Create record in” setting in job settings is set to be “Both” or “Salesforce only”.
Use this screen for the following:
- Show/Hide Columns: Use the drop-down menu to show or hide specific columns. This data comes from Zendesk Support.
- Number of items shown: Enter the number of items you want shown per page.
- Search bar: Enter a term to search across all records.
- Record Lookup: Look up records in Salesforce by entering a search term or Salesforce record ID.
- Delete Match: Click to remove the current matched record.
- Page control: Click to move between pages.
- Save Progress: Click to save the current matching. You can come back and continue the matching process. This action prevents bulk sync from proceeding to the next step.
- Save and continue: Click to save the current matching and bulk sync continues to the next step. You cannot come back to manual match again.
The Create in Zendesk screen
After auto-matching and manual matching is complete, records that exist in Salesforce, but not in Zendesk Support, are created in Zendesk (records need to meet the filtering criteria). However, if the “Create record in” setting in job settings is set to “None” or “Salesforce only”, no record is created in Zendesk.
Use this screen to monitor the following information.
- Overall progress bar: Indicates current progress of creating records in Zendesk Support.
- Sync count: Indicates total number of records successfully created in Zendesk Support.
The Job Summary screen
When the sync job is complete, the Complete Sync screen is displayed.
Use this screen to evaluate the following information:
- Number of records synced to Zendesk Support: Shows the total records Auto Matched + Created in Salesforce + Updated in Salesforce.
- Number of records synced to Salesforce: Shows the total records Auto Matched + Updated in Salesforce + Created in Zendesk.
The History screen
You can access this screen at many points during the syncing process by clicking History at the bottom of the page.
Use this screen to evaluate the following information:
- History: Shows history of previous bulk sync job.
- Error report: In case of sync error, download the error report (.csv format) by clicking Download.
Import-only mode
The Import-only mode is designed to allow third parties to override the default behavior of our Sync. This is useful when customization is required. In this mode, the integration fetches relevant data from Zendesk Support and stores it in a staging area in Zendesk for custom processing. No records are updated or created in this mode.
You can opt for Import-only mode when creating your sync job. When selected, Import Only mode imports Zendesk data (Organization / User) into Salesforce and stores it in the object “Zendesk__Zendesk_Bulk_Sync_Response__c”. Developers can process these records using customized logic using Salesforce Workflow, APEX Class, APEX Trigger, etc.
- Only custom fields defined in Field Mapping are imported to Salesforce.
- Field labels start with “ZD_Org” indicates this is a Organization field in Zendesk Support.
- Field labels start with “ZD_User” indicates this is a User field in Zendesk Support
27 Comments
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.
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! :)
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
@ Vinny,
I've double checked and the link on the article is correct. Make sure you refresh the page in the browser.
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.
@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!
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.
@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
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
@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!
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?
Denis, I've raised a support ticket on your behalf and someone will be in touch shortly to help you with this.
@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.
@Yuri, we have the same problem as Denis Malkov.
Cause:
We are using the Professional edition. Is the new Zendesk Support Bulk Sync depending on the API? Is it therefor only available for Salesforce Enterprise? Using the Zendesk Support Bulk Sync (Legacy) doesn't seem an option as well, due to the limitation of Zendesk->SF sync. We need the SF->Zendesk sync.
Hey Ruud!
I checked on the ticket Yuri created for Denis, and it looks like the bulk sync functionality isn't available on the Professional edition of Salesforce; it only works on Enterprise, Unlimited, Developer and Performance editions.
It looks like our Dev team is looking into this; we'll let you know if anything changes!
I have updated my Zendesk for Salesforce APP to v5.8.2 and now I can't sync any accounts/organizations.
The new "Zendesk Support Bulk Sync" keeps refreshing the page and I can't select any option. And the legacy "Zendesk Support Bulk Sync" doesn't go further from the step 1 of 3.
Does someone can help me please?
Hey Renata,
I've created a separate ticket to help troubleshoot this issue with you and will reach out shortly!
Where does one find this "Job Control Panel" in Salesforce? It does not appear to be in the Zendesk integration in Salesforce.
No longer need this
Hi Marc!
From your edited comment, it looks like you've got this figured out :) For others' reference, if you're using the Lightning Experience, you can click on the App Launcher icon the left-most side of the tabs bar, and the All Items section should have Zendesk Support Bulk Sync link. In Classic, you can click the + icon (All Tabs) then scroll down to click Zendesk Support Bulk Sync.
Hi, I have just completed a bulk sync from Salesforce to Zendesk only of the Salesforce Accounts. It appears to have only processed 2000 records, which is just under half the Accounts. 2 questions:
1. Is there a 2000 record limit on this sync ? Documentation suggests up to 250,000 records can be done at a time. I am testing this with Zendesk Sandbox, so is this a limitation of that environment.
2. If there is a limit - can I just run the bulk sync again to push the remainder of the records across.
Any help appreciated.
@Kate
There is a limit of 250,000 on bulk sync, and the sandbox instance shouldn't make a difference. A couple of quick checks:
1. Ensure you are using the latest version of the package, v5.8.2? https://support.zendesk.com/hc/en-us/articles/203657936
2. Ensure you using the latest Bulk Sync feature. There is an older version in the Salesforce App Launcher called Zendesk Support Bulk Sync (LEGACY).
I recommend trying a re-run. If it's still unsuccessful, then please raise a ticket with our support team or reply back here and I'll create one for you.
Thanks Anika. I am pretty sure I was on latest package, as only installed it in Dec; but downloaded it again and reinstalled. This time when I re-tried it did pick up the remainder of the records. Odd !
Any way to tell what error messages like these mean "Failed to create in Zendesk Support"?
Image: https://drive.google.com/file/d/1atJd_qPJFwxLzY9uYfkc_1SipzHaZK7z/view?usp=drivesdk
Thank you,
Brent
@Jessie Schutz,
I'm having a similar issue to Ruud. In your comment, you said
My plan is listed as "Plus"...is this available to me?
Hi Mike and Ruud,
The current Bulk Sync does require access to the Salesforce API. This requirement is documented in this article: https://support.zendesk.com/hc/en-us/articles/115004559528-Salesforce-Using-the-updated-Zendesk-Support-Bulk-Sync-feature-beta-
Per our package updates page:
Customers on other Salesforce editions that acquired API rights separately, can contact Zendesk Support to have the integration enabled on support@zendesk.com.
Please feel free to reach out to Support as an admin of a given subdomain if you'd like to have that enabled for your SFDC integration. Note: we will likely need to know your SFDC Organization ID which can be found under Setup > Company Information within Salesforce.
Hey there,
When I run the Bulk Sync as below, I never get to see the Manual Matching menu...
The sync completes and only 89 accounts (over a lot more) were synced.
Also, is there anyway to check logs?
Could you please assist?
Thank you,
Romain
Hi @Romain
I would expect to see the Manual Matching menu only if there are Accounts for which a matching Organization could not be found.
In terms of why it would've only synced 89 Accounts, I'd like to create a ticket to dig into this with you more deeply in a more private setting. If there are lessons from our conversation that would be of more general interest, we can post them back in this channel as necessary. I'll reach out to you in that private ticket shortly!
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