Legacy Salesforce: Using the Zendesk Support Bulk Sync feature

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27 Comments

  • Vinny Poliseno
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    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.

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  • Keith Hayward
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    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! :)

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  • Vinny Poliseno
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    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

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  • Yuri Mylis
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    @ 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
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    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.

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  • Fred Thomas
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    @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!

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  • Jeff Callahan
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    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. 

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  • Oren Kaniel
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    @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

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  • Jeff Callahan
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    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

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  • Oren Kaniel
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    @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!

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  • Denis Malkov
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    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?

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

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  • DJ Yoder
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    @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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  • Ruud Stechweij
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    @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.

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  • Jessie Schutz
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    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!

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  • Renata Nascimento
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    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?

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  • Benjamin Towne
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    Hey Renata,

    I've created a separate ticket to help troubleshoot this issue with you and will reach out shortly!

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  • Marc Dufour (Groan)
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    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

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  • Hilary Hungerford
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    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.

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  • Kate Rowe
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    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.

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  • Anika Rani
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    @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. 

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  • Kate Rowe
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    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 ! 

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  • Brent Friedeman
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    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

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  • Mike Lenehan
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    @Jessie Schutz,

    I'm having a similar issue to Ruud.  In your comment, you said 

    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!

    My plan is listed as "Plus"...is this available to me?

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  • Dwight Bussman
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    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.

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  • Romain Miroux
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    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

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  • Dwight Bussman
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    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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