How do I map my Account, Contact, or Lead fields in Salesforce to Users and Organizations in Zendesk?
First it's important to configure user and organization syncing in Salesforce. There is the option of a one-time sync or an ongoing sync. The ongoing sync will likely be the best choice if you want to keep your users and organizations in Zendesk up-to-date with your Salesforce account.
When you have set up the syncing, you need to select a pairing to modify its sync settings. Your options will be to sync Accounts and Organizations, Leads and Users, or Contacts and Users.
Finally, you will want to establish a Tag or Field mapping in Salesforce.
- If you want to create a mapping with Tag Mapping, this will allow you to choose one of your existing fields in Salesforce to automatically populate a value as a domain name, a tag, or a note associated with the Zendesk user. With this option you would be able to set a specific tag to a user or organization.
- The other option would be to create a Field Mapping, which would allow you to set a specific field in Salesforce to map to a specific user field or organization field in Zendesk. These fields will already have to be created in Zendesk for the mapping. As you choose a Salesforce Field to map, the Zendesk Support Field drop-down will populate all relevant fields that can be selected for the mapping.
Allowed field types for Zendesk field mapping
The following table shows the supported Salesforce field types and the corresponding allowed Zendesk field types.
|Supported Salesforce field type||Drop-down||Text||Multi-line text||Numeric||Decimal||Checkbox||Date|
|Number||X (if no decimal is present)||X|
|Text Area (Long)||X||X|
|Text Area (Rich)||X||X|
|Text Area (Encrypted)||X||X|