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51 Comments

  • Dave Kaminsky

    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
    Zendesk Product Manager

    Dave Kaminsky Noor Fazli

    We have released syncing for External ID for Zendesk Users and Organisations. You can find more about this in data sync. 

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  • Anika Rani
    Zendesk Product Manager

    Dave Kaminsky bi-directional sync is our roadmap for the first half of this year. It is one of our highly requested features so we are looking forward to being able to provide this. I'm kicking off some research into this, would you interested in passing on some feedback to input into our design? 

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  • Dwight Bussman
    Zendesk team member

    HeyO Payfare

    Our integration has the Ticket Sync feature that sounds like it might work for what you're describing. When a ticket is created/updated in Zendesk, this sends it over to create/update a Case within Salesforce. Hopefully that's helpful!

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  • Dwight Bussman to your "Secondly: I'm curious why there are so many connections being made that later need to be broken? Is there a workflow that's causing this? Were these connections made a long time ago with different matching criteria that are no longer relevant? Having a bit more context about how this arises may help us to build solutions that better address that workflow." question for Naomi Watnick:

    I've complained about this to ZD several times. This is a big pain. The two key scenarios are:

    1. Accounts merged in SFDC

    2. ZD's horrible limitation of inability to change the link between a Closed Ticket and an Organization, causes the need to have DUPLICATE Organizations in ZD - just to hold Closed Tickets. The SFDC Account needs to sync to the other, 'live' Organization.

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  • Brett Bowser
    Zendesk Community Team

    Hey Noor,

    I was able to track down the ticket you referenced and it looks like it's currently assigned to the appropriate team for troubleshooting. Our team is dealing with a high volume of tickets currently which may cause some delays in getting back to you.

    I've bumped the priority of your ticket to see if we can get eyes on it faster for you.

    Cheers!

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  • Noor Fazli

    Dave Kaminsky,

    Agreed. External_id is pivotal for our integration too.

    1
  • Dwight Bussman
    Zendesk team member

    HeyO Dave - the closest thing to that would be our Multiple Organizations feature: https://support.zendesk.com/hc/en-us/articles/360055735814 which can put the user into multiple organizations, but will only sync their contact fields when the primary org contact is updated.

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  • Dave Kaminsky

    We still do not get all activity from the Sync process in the Audit logs (Zendesk), this makes troubleshooting virtually impossible.  Can we get an update on Audit Log visibility for the Sync Process?  

    Example:  I have an org created from the Sync process, which does not show in the log. Then the Contacts get triggered to sync and do not get placed in the Org, this too does not show in the audit logs. 

     

    So we have a failure mode that impacts our end-users (in my case external customers), which prevents them from accessing resourcing in the help center/guide. and no visibility into the error that occurred. 

     

    This is beyond Suboptimal 

     

     

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  • Noor Fazli

    Thanks Anika Rani, thats awesome, by using external ID we could avoid lot of complications. Also can we establish/define this data syncing between sunshine objects  and custom objects in Salesforce? That would be great option too, as we are looking into sunshine objects , and down the line we will have to integrate it with the Salesforce custom objects.

    We have made recent integration to work and were able to sync Zendesk ticket to Case object, but all of a sudden it broke . Also we are missing debugging option between Zendesk and Salesforce. Although it says pushed to target(salesforce Case), but since its not showing up as Case anymore , we have no way to find what's missing/broken in integration.

    We did open a ticket 3 days ago but no one from Zendesk reached out yet.

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  • Brett Bowser
    Zendesk Community Team

    Hey Heather,

    We were able to confirm with one of our Salesforce experts that this functionality is not possible at this time. Our developers are actively looking to make improvements with the Salesforce integration and this includes better visibility of logs for sync-failures.

    Let me know if you have any other questions :)

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  • Melody Quinn

    Thank you Anika Rani! I was able to open the article. 

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  • Dwight Bussman
    Zendesk team member

    Hi Naomi Watnick

    Here are some responses to these various concerns:

    1. Inability to break relationship once made
      The only way of which I'm aware of doing so is to delete one of the objects (either the account or organization). We realize this isn't ideal, nor is the manual process to submit a ticket to have our Developers reset that relationship.

      That having been said, it should be possible for our developers to reset ALL of the account/org relationships, or do a collection of them (if record-ids are provided). This definitely shouldn't require a separate ticket for each.

      Secondly: I'm curious why there are so many connections being made that later need to be broken? Is there a workflow that's causing this? Were these connections made a long time ago with different matching criteria that are no longer relevant? Having a bit more context about how this arises may help us to build solutions that better address that workflow.

    2. Sync does not respect the contact/account relationship
      This relationship should be preserved if the account has synced prior to syncing the contact. You could test this with the following steps:
      a. create new account
      b. confirm that it syncs to Zendesk to create/update an organization
      c. create new contact belonging to that account
      d. resultant user should be placed into the relevant org from step (b)

      To help insure the accounts have already synced, we generally recommend syncing all accounts using this workflow. Once that's been done, any contact that syncs over should be matched into the relevant organizations. Additionally, any new accounts should be synced from that point going forward.

      I'm not sure I follow the question about "how a manually added user is added" - could you please rephrase that so I can better understand the workflow/issue? 

    3. Cannot filter contact-syncing based on account-level fields
      I'll definitely pass along your feedback about needing this capability. In the meantime, perhaps it'd be possible to have a workflow process that sets a drop-down/checkbox on contacts based on its account sync requirements. Normally I'd suggest a formula-field for this, but formula fields aren't available for sync-filtering, likely due to limitations in the SFDC Streaming API.

    4. Log reports
      Our development team is working on getting exports for logs, and I believe scheduling such exports may be on the roadmap as well. Again, this seems like good feedback and I'll definitely pass this along.
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  • Anika Rani
    Zendesk Product Manager

    Naomi Watnick

    Thanks for your feedback. In addition to what Dwight has said, I wanted to let you know that we intend to give you the ability to self manage links between synced records. I'll be sure to make an update here as soon as we have an ETA. 

    And the inability to filter based on Account-level fields in Contact sync is unfortunately a Salesforce Streaming API limitation - you can see the list of limitations we are bound by documented in Salesforce documentation here - "Relationships aren't supported, but you can reference an ID".

    Two potential workarounds:
    1. Can you filter based on the Account ID?

    2. Can you set up a trigger to update a custom Contact field from an Account field. Not ideal and certainly alot of considerations as you'll then have duplicate fields in Account and Contact. 

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  • Dave Kaminsky

    Anika, 

     

    From my perspective, the logs in both systems would need an entry, but at a minimum, the audit logs in Zendesk would require all actions both successful and failed to actually be considered a log from any reasonable perspective.  

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  • Anika Rani
    Zendesk Product Manager

    Reuven Shelef (ZD Dev at OUT OF THE BOX Consulting) 

    Can you please explain the problem you're having with merged accounts? The data sync should sync using the main record selected after the merge. A mapped field in the main record needs to be updated to trigger the sync. Happy to look into this further, if you can provide an example or perhaps a quick screen recording of the issue (via a ticket). 

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  • Dave Kaminsky

    Any update on Bi-Directional Sync?  The lack of this key function is causing data hygiene issues and leaving agents with a very bad experience. 

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  • Naomi Watnick

    Hi - we have the following issues with the Sync.  Can you please comment?  Perhaps there's a way to workaround some of them with the recent updates? (ordered by Priority)

    • P1. Inability to break existing Account > Organization sync connections (once made). Currently need to submit tickets for each and every one.

    • P1. Sync does not respect the Contact to Account Salesforce relationship in Zendesk (and should… like how a manually added User is added). It is ignoring the existing Account to Contact relationship in Salesforce.

    • P2. The ability to limit the Zendesk Users created by the Sync (based on Contact’s Account sync requirements).

      • Currently, we only sync over a small subset of Salesforce Accounts based on a custom field

      • However, ALL Salesforce Contacts are being synced

    • P3. Log reports (via email, etc.) would be great. Currently, I have to manually check the failed logs daily.

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  • Noor Fazli

    We are  trying to sync ticket to case in an environment that was previously used for legacy integration . Followed all possible steps outlined to check debug log at Salesforce side, after the zendesk ticket fired at SFDC target but there is no debug nor there is any case getting created at SFDC.

    https://support.zendesk.com/hc/en-us/articles/360041467194--Salesforce-Zendesk-Tickets-Failing-to-sync-into-Cases .

    Previously Dwight Bussman had helped in dev. environment to get the debug log by going incognito, but this time we are clueless as to what exactly is happening.

    Ticket # 5167150 is also created.

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  • Anika Rani
    Zendesk Product Manager

    Dave Kaminsky Which audit logs are you referring to? Are these Salesforce logs, because they won't show failures or errors for Salesforce to Zendesk data syncing. 

    We are actively developing logging right now for this use case, which will be available in Zendesk Admin Center. We're aiming to make logs available in EAP by mid-May. For now, we can look into our logs and identify any syncing issues. I see you've got a ticket with Dwight for this already, which I'll work with Dwight on and get back to you asap. 

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  • Brett Bowser
    Zendesk Community Team

    Hey Melody,

    I see you have a ticket open with our Customer Advocacy team related to this issue. We will continue working with you there to get this resolved.

    Cheers!

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  • Anika Rani
    Zendesk Product Manager

    Noor Fazli support for Sunshine custom objects is on our roadmap for 2020. I've responded to your support ticket, should be easily resolved. 

    We will be making logs available in Admin Center early next year, which will allow you to self-serve and easily identify errors. 

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  • Josiah Horne

    Anika, is there an update regarding the bi-directional sync capability? The timeline mentioned it being launched in the first half of 2020, but it's still not available.  Thanks!

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  • Chris Humphries

    Can we submit another value as the external ID besides Salesforce ID? We currently use another ID as the external ID in Zendesk.

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  • Melody Quinn

    We have attempted to configure Data Sync, but something with the sync is not working. 

    • Ticket view is set up and are able to create ZD tickets in SF.
    • Newly created SF accounts are not creating a ZD Org.
    • When a contact is added to a SF account, the user is not created.
    • We would like to set up ticket sync, but with Data Sync not working, we haven't attempted it yet.
    • When we go to the Admin Center to Configure the salesforce integration, my previous configurations are not displayed. I have to enter them again. 
    • We have an existing ticket, unfortunately with no response yet. We are hoping to get our sanboxes up and running before the Relate conference so we can focus on collaborating with other users.

    How can I escalate this issue? 

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  • Anika Rani
    Zendesk Product Manager

    Chris Humphries at the moment its not possible to customise the field which populates the Zendesk External ID. Where is your existing External ID in Zendesk coming from? 

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  • Devan - Community Manager
    Zendesk Community Team

    Hello chaitanya,

    When editing/setting up user details, you can begin this by going into the User and organization Sync Settings page. The article below goes into detail on how to go about setting this up within your instance. 

    Configuring user and organization syncing in Salesforce

    Best regards. 

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  • Dave Kaminsky

    Hello,

     

    Does the salesforce integration support syncing of a Contact that has relationships to multiple Accounts in Salesforce?  We have contacts that need to live in two accounts (A primary relationship and secondary relationship.  We need to be able to sync the contact from either Primary or Secondary account or both, and have the ZD User only be added to the Org that Matches the accounts that have Zendesk Sync = True 

     

    Thank you!

    -Dave

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  • Naomi Watnick

    Thanks Dwight Bussman and Reuven Shelef (ZD Dev at OUT OF THE BOX Consulting),

    Yes - What Reuven states is 100% exactly right and is the same pain we're going through.  1. Accounts merged in SFDC (or historically changed name before/after the sync switch).  and 2. It would be so great to just be able to change Orgs for closed tickets... that would solve so much of the issues we're having.

    And I'll try the Point 2 workaround by Dwight... please note that things have been developed by Zendesk without regard to existing data previously sync'd or manually created within ZD and this oversight has been very frustrating to say the least.

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  • chaitanya

    we have a setting up the zendesk for salesforce integration. Now we want to change the integration setting up user with another user details. Is this possible.

    If yes how to to do this.

     

    Thanks in advance

     

     

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