Salesforce: Mapping Salesforce fields to Zendesk fields

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26 Comments

  • Brian

    Is there a reason you don't support formula fields for tags?

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  • Jessie Schutz
    Zendesk team member

    Hey Brian! I'm not sure about the answer to this...I'm looking for someone who knows!

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  • Fred Thomas

    Hi @Brian,

    We don’t support formula fields because we can’t guarantee the data type.  Formula fields can have various data types and while text would work, none of the other types would work for the tag field.

    https://help.salesforce.com/articleView?id=choosing_a_formula_data_type.htm&type 

    Although not officially supported, you could possibly use a formula to output text for a tag field.

    I hope this helps! If you would like to dive in a bit deeper, please submit a request to our Support team, we're happy to help!

     

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  • Betty LiOwen

    We're currently using a picklist that allows multi-select, how does this affect the drop-down field in Zendesk?

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  • Benjamin Towne

    Unfortuantely multi-select fields are not currently supported by the integration.

    You'll need to map a standard SF picklist field to a ZD dropdown field for the mapping and sync to work correctly.

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  • Matthew Heflin

    Is it possible to determine the Zendesk group that an Organization is associated with using Salesforce data? The group field does not appear to be one of the available fields for syncing. Or do is there a specific field type I need to be using for it to become available?

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  • Laura Hippert

    Hi Matthew,

    Zendesk groups are solely for agents (and not end-users). About organizations and groups, so in Zendesk, this information would only be related to a User itself (based on their role) - and not their Organization. However, despite this - the group value for an agent is a system field that is not something that can be mapped in Salesforce. 

    Let me know if that helps!

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  • Matthew Heflin

    I see. Thank you Laura. I assumed that we could build an automation based on the system field since it is there. 

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  • Laura Hippert

    Hi Matthew,

    Are you referring to an automation in Zendesk (this can definitely be built based on a User or "Requester" field). But if you are referring to an automation in SF - you can't map a group field. If you could populate a custom field in Zendesk, based on the group, you could see that information in Salesforce.

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  • Steve Noone O'Connor

    Hey Fred, 

    I tried your workaround but the Formula Field Text and while the field is working in SF when I go to my mappings section it does not appear as a Tag option only as a Field Mapping for the Sidebar. Is this as intended? Does your work around permit this to display for Tags? 

    Here is my query in case something is obviously wrong. 

    IF (CSM__c = '005A00000091S4S', "Steve OConnor", "None") 

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  • Jessie Schutz
    Zendesk team member

    Hey Steve!

    I see that someone was able to help you out over here. Let us know if you need anything else!

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  • Marc Dufour (Groan)

    Hi! I'm trying to map a field in Salesforce to Zendesk but anything I choose under Salesforce Field returns a -None- under Zendesk Support field.

    Any thoughts on why that might be?

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  • Laura Hippert

    Hi Marc~

    The fields that can be mapped would have to be a comparable field. If the Salesforce field (Zendesk Support Organization) is not a field on the table above of allowed fields, you would not be able to map it. Additionally, if the field is an allowed field, you will also have to ensure that a matching comparable field exists as either an Organization or User (depending on what you are mapping) in Zendesk as well.

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  • Marc Dufour (Groan)

    Thanks Laura, 

    I see, I think.

    I need to add the fields I want to be able to map in this table before I can map it? 
    I thought this was just for tags.

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  • Laura Hippert

    Hi Marc,

    You actually need to add the fields as custom fields in your Zendesk account. You can visit our article on adding custom links to Organizations or Users if you haven't don't this yet. 

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  • Marc Dufour (Groan)

    OK, And if I have added a custom field to Organization. How does that get added to that list? I added it earlier today. Is there a sync I need to run for it to appear?

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  • Brett Bowser
    Zendesk Community Team

    Hey Marc,

    I'm going to bring this into a ticket so our Customer Advocacy team can dig into this further for you. You'll receive an email shortly after your ticket has been created so feel free to reply back to that with any additional information you have.

    Cheers!

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  • Marc Dufour (Groan)

    @brett That ticket you opened for me? I've not received any replies on it since you opened it. we really need this field mapped and could use some help in making this happen. If a live call will speed things up I'd be happy to get on a call.

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  • Brett Bowser
    Zendesk Community Team

    Hi Marc,

    I was able to track down the ticket you referenced which has been escalated directly to our Tier 2 support team. Looks like they're dealing with a high volume of tickets currently which is most likely why you haven't received a response yet. I'll bump the priority on this ticket to get eyes on it quicker. Appreciate you following up here :)

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  • Marc Dufour (Groan)

    Thanks for your quick action on this.

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  • Diana DeMarsico

    Hello.

    Curious to how we can map CSAT scores submitting in Zendesk Tickets and map them back to users in SFDC whom submit them? Is there a newer specific thread or support article that covers this? Thank you. 

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  • Dwight Bussman
    Zendesk team member

    Hi Diana,

    I have both some good and bad news on this:

    The Bad News
    The ticket satisfaction rating/reason/comment aren't standard fields/comments on the ticket, so they will not be synced by our current integration.

    The Good News
    It should be possible to work around this limitation with a few extra fields & some custom triggers/SFDC code. Here's the general method:

    1. Create a custom drop-down field in Zendesk with the options: Good and Bad
    2. Create triggers such that if the native ticket satisfaction changes to one of those values, it updates that custom drop-down from step 1 (example conditions here):
    3. Create a Satisfaction picklist within SFDC with Good & Bad options
    4. Map the Zendesk custom satisfaction field from step 1 to the SFDC field in step 3
    5. Write logic (a custom workflow/Apex trigger) to take the field-value from the Zendesk Support Ticket object and map it onto the Contact/Lead in question.

    That fifth step is the only custom-coding portion of this workflow and would be outside the realm of what our Support team could help with. I suspect an SFDC Admin familiar with workflows/apex should be able to do something like this without too much difficulty. Hopefully this helps to get you where you need to be!

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  • Jessie Karsif

    Hi, similar question:

    We want to create a rollup field in Salesforce that counts how many ZD tickets with specific criteria (how many tickets in a certain time frame, how many open tickets, etc) each org has to help track client health in the system. However, I am having trouble creating such a rollup field because the ZD integration to SF is a third party app. 

    Any ideas?

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  • Dwight Bussman
    Zendesk team member

    HeyO Jessie Karsif

    If you're using our ticket-sync functionality, it should be possible to create an SFDC report on the Case Objects it creates. Cases should be linked to Contacts/Accounts.

    Note: this will only be for objects pushed over by the trigger/target of that portion of the integration - which may not include tickets that were closed prior to the ticket sync being activated.

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  • Jessie Karsif

    Hey Dwight Bussman, thanks for your reply. I don't know if that is exactly what I'm looking to achieve. Do you offer phone support / could we speak as humans to discuss?

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  • Dwight Bussman
    Zendesk team member

    I recommend chatting into our Support team (most of us are human, as far as I can tell, but working remotely has made that less obvious than it once was) to discuss this. We are happy to troubleshoot the native functionality of our integration, but the specifics of creating a rollup field/reporting within SFDC are outside the scope of what we're able to support. 

    If phone/screen-sharing is the best channel to address a specific question, we can look into setting up such a meeting.

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