Salesforce: Syncing lookup field information to Zendesk Support

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5 Comments

  • Line Kaarhus

    Perfect! I was scratching my head after I could only get numbers to appear in the "Account Owner" organization field I created in ZenDesk.

    Now I am able to sync Salesforce "Account owner" to an account owner text field in ZenDesk, which allows agents to easily identify which light agents they need to pull in when needed. 

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  • Nicole Saunders
    Zendesk Community Team

    Glad it's helpful, Line. Welcome to the Zendesk Community!

    0
  • James McKay

    I ran this formula and it actually spit out the same SFDC record ID that was initially being pushed into Zendesk. Has anyone seen that happen? Does anyone know of a solution?

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  • Tres Moore

    Hi, is this still accurate? We've been trying to use this as a workaround for some Salesforce lookup fields and haven't yet been successful

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  • Dwight Bussman
    Zendesk Team Member

    Hi Tres,

    It should still be possible to use a formula field to sync a lookup field over to Zendesk, however there is a limitation on the Salesforce Streaming API (on which our syncing is based), that a change to a formula field alone will not trigger the sync. We have an article here: https://support.zendesk.com/hc/en-us/articles/360042438674 that details how to work around this limitation.

    If this doesn't help to resolve your issue, please reach out to our Support team as documented in https://support.zendesk.com/hc/en-us/articles/360026614173-Contacting-Zendesk-Customer-Support 

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