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6 Comments

  • Dolev Zemer
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    How do I know if I'm using the legacy or updated integration?

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  • Brett - Community Manager
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    Hey Dolev,

    The current package available is 5.9. If you navigate to Admin>Apps>Manage you should see your Salesforce install listed as well as the version you're using.

    Let me know if you're not seeing the package version listed on your end.

    Cheers!

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  • Joe
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    Hi Brett,

    will the new integration still provide a Salesforce package or it will be entirely built on the Zendesk Platform?

    In the latter case, how then Salesforce users will be able to see Zendesk tickets without an APP that provides a User interface for that?

     

    Thank you!

     

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  • Anika Rani
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    Hi Joe,

    The new integration is built entirely on Zendesk and offers feature parity with the legacy integration. 

    You can use Ticket View, to enable Sales repps to view tickets in Salesforce using a lightning component. The lightning component is the updated UI for this. Our documentation explains how to set this up. 

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  • Dave Kaminsky
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    Hello Aimee & Zendesk,

    Maybe I am just missing some details on how to have the sync process place the SFDC Account ID in the external_id. 

    So as far as I can tell this is a major breaking change for us.  The new sync does not appear to have a way to update the external_id on Orgs or Users.  Removing the old integration removes the Zendesk Org ID from the field in Sales Force.  This breaks reports in salesforce, automations using our IPaaS solution, custom developed scripts. our NPS process, and other things as well.  We have been reliant on using the External_ID (in Zendesk) and Zendesk ORG ID (in SFDC) to align accounts across multiple business systems. 

    Is there an eta for enabling the new sync to update the external_id on zendesk orgs and users?

    Is there an eta on the bi-directional sync, so we can re-create the zendesk org id field in SFDC? 

     

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  • Anika Rani
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    Dave Kaminsky

    We are actively working on releasing support for External ID very shortly, in our next release. This should be available in the next couple of weeks. We've received a lot of feedback for the use of external ID and understand it is an important one. 

    Bi-directional sync is on the roadmap for 2020, we don't yet have a planned release date. 

    Please follow each of the Help Center pages for the new integration (linked in this article above) to be notified of when we make new releases. 

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