Salesforce: Configuring user and organization syncing in Salesforce Follow

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40 comments

  • Avatar
    Ben Speich

    Has there been any movement on the syncing of formula fields to zendesk tags

  • Avatar
    Snaebjorn Olafsson

    Hi, Im having problems with deleting the logs (they are taking up almost 90% of storage)

    I tried:
    <Zendesk\_\_ZendeskLog\_\_c> tmpList = [SELECT Id FROM Zendesk_ZendeskLog_c ORDER BY CreatedDate ASC LIMIT 10000];
    if (!tmpList.isEmpty()) delete tmpList;

    But I get the following error:
    Line: 1, Column: 0
    required (...)+ loop did not match anything at input '<'

    Any advice?

  • Avatar
    Erin Boyle

    Can you try this instead?

    list<Zendesk__ZendeskLog__c> tmpList = [SELECT Id FROM Zendesk__ZendeskLog__c ORDER BY CreatedDate ASC LIMIT 10000];
    if (!tmpList.isEmpty())
    delete tmpList;
    
  • Avatar
    Snaebjorn Olafsson

    @erin Works perfectly. Thank you.

  • Avatar
    Name

    I don't want a new organization to be created in Zendesk for every new account created in SFDC. I only want an organization created when an opportunity for an account is closed/won. It doesn't look like the integration can be configured in such a way. Can someone confirm? If not, can someone also confirm whether this is on the roadmap?

  • Avatar
    Name

    When syncing a contact, I only want to sync contacts with a specific role. Is that possible? Also, I only want to sync contacts when an opportunity is set to closed/won. Is that also possible? Thanks!

  • Avatar
    Name

    Oh one more question:

    During the sync, we also want to pull in the support level associated with the product that was sold in the opportunity. Is that possible? The "support level" is a field within the product.

  • Avatar
    Amy Dee

    Hi Allen! At this time, the integration does not support Salesforce Opportunities. The sync tools only work on Accounts, Contacts, and Leads. Also, keep in mind that the ongoing sync is triggered by opening the record and clicking “save."

    To make this work, you could create fields on your Accounts and Contacts, then populate them with data from other places. For example, you could make an “opportunity status” field, which is updated when the Opportunity is closed or won. Then you could use that “opportunity status” field to filter your Account and Contact sync.

    For the contact role, as long as it is a compatible field on the Contact, you should be able to include it in your sync filter. The “filter by field” instructions are in the article above.

    For the “product support level,” you could create matching fields in Salesforce and Zendesk, then map them using the steps in the article above. Make sure they are compatible types - most likely, you’d have a Salesforce picklist mapping to a Zendesk dropdown.

    Basically, as long as you can get the data to a supported field on the Account and/or Contact, you can incorporate that data in the sync.

  • Avatar
    Name (Edited )

    @Amy Dee: This is very helpful. Thanks for the detailed reply.

  • Avatar
    Aron Schor

    Hi,

    Is it possible to send data (tickets) from Zendesk to Salesforce, or can you only send from Salesforce to Zendesk? If not, how would I "Lookup" Salesforce Account data from Zendesk? It looks like I have set it up, as it says "Your Zendesk account is connected to your Salesforce organization and can retrieve user information" but I don't see Zendesk tickets in Salesforce. Do I need to be in the Enterprise trial for this?

    Any help or links to the correct help file would be appreciated. Lots of information so sorry if I missed something!

    Aron

  • Avatar
    Erin Boyle

    Hi Aron,

    This particular article is only for syncing users and organizations from Salesforce to Zendesk. I think you'll want to read through these two options in Choosing Zendesk for Salesforce features instead to set up seeing tickets in Salesforce.

    Hope this helps!
    Erin

  • Avatar
    Justin Fitzgerald

    Has anyone found a standard solution for populating an "Email Domains" field in Salesforce (automatically) so that Zendesk can pick it up and automatically associated requestors with their organization? It's easy enough to create a custom field within the Contact object, but the challenge is rolling up these values to the Account object and de-duplicating the values.  Expected result would be something like this:

     

    Email Domains: example.com example.co.uk corp.example.com

     

    I realize this is a Salesforce question, but I'm hopeful that someone has solved for this particular Zendesk use case. 

  • Avatar
    Justin Fitzgerald

    Reply to my own question:

    We exported a CSV of: Account Name, Email Address

    We then did some offline processing to create a new CSV that only had 1 account per line and a comma-delimited list of email address domains as the second field.

    Example:

    Acme Inc.,"acme.com,acme.co.uk"

     

    Then we did a Bulk import for Organizations. We resigned ourselves to doing ongoing updates manually.

  • Avatar
    Justin Fitzgerald

    There is a broken image under Step 5 of "Configuring Ongoing Sync".

  • Avatar
    Justin Fitzgerald

    Should the Zendesk fields in Salesforce (eg. Zendsk_OutofSync) ever be manually modified? I had a case where the Account became out of sync with the Organization and needed to trigger a resync, so I checked the "Zendesk_OutofSync" field and that seemed to accomplish what I wanted. Now I'm unsure if there are side-effects of doing that. Is there a better way to trigger the resync of a single Account (and, if possible, the associated Contacts)?

  • Avatar
    Jessie Schutz

    Thanks for the heads-up on the image, Justin! I'll have our docs team look into it. I've also followed up to see if I can get an answer to your question here.

  • Avatar
    Nick

    @Justin

    The sync fields can be manually modified but typically we recommend not doing so without guidance as it can cause mismatch issues or the syncs to fail entirely.

    That being said,  you can trigger a sync on any account/contact record by clicking "Edit" then "Save". This will cause the sync trigger to fire on that record, even if no edit was actually made.

    Keep in mind, you would have to do this on each record (account/contact) you wanted to trigger the sync on.

     

  • Avatar
    Ben Lewinsky

    Hi there,


    Can you sync a custom object in SFDC to a user/contact in Zendesk.

    We are wanting to create a custom object inside of SFDC called 'platform users' that is seperate to the default object 'contacts'. We have 100s of users per account and do not want them all to live in the 'contact' object on salesforce

  • Avatar
    Megan Howell

    Hey Ben,

     

    You cannot sync a custom object from SF to Zendesk users using the standard integration. However, using the Force.com Toolkit: https://developer.zendesk.com/rest_api/docs/api-clients/forcecom you could create a custom sync function which could include that ability - but it would require all custom coding on your part!

     

  • Avatar
    Eddie

    Is it possible to sync based on another field BESIDES the email address? Say a custom object that contains the USER ID or some other created value? I have some "voice only" users that do not have an email address.

  • Avatar
    Matt Hoffman

    Hi Eddie -

    Unfortunately, user-contact syncing can only be configured using email as the key. I hope this clears up any confusion - sorry for the inconvenience.

     

  • Avatar
    Webio Operations

    I am currently working through the integration and get a message: 


    Attempt to de-reference a null object

    Error is in expression '{!ValidateSettings}' in page zendesk:zendeskorgtab: (Zendesk)

    An unexpected error has occurred. Your solution provider has been notified. (Zendesk)

    Do I need to uninstall and start again?

  • Avatar
    Nick

    Hey @Webio Operations -

     

    I'm going to pull your question into a ticket so we can work on it together as there's a number of things that could be going on here. Keep an eye out for an email in the very near future.

  • Avatar
    Jason Good

    I really would like to sync based on a custom field inside SFDC instead of Account Name.  Account Name gives me a zillion duplicates that I don't need.  I'm talking with Dan over there at Zendesk about this but thought I would post it here, too.  My other thought was to put our unique IDs into your Organization Name field.  But that still syncs with Account Name on the SFDC side.  I wish I could map your Organization Name field to another field in SFDC.  That would be perfect for us.  

    Another note, why are the most current posts on the very LAST page?  We are considering Zendesk Community and I would like to show the most recent posts FIRST instead of last.  Is that a setting I can configure?  The first post on this topic was from 2012!

  • Avatar
    Yuri Mylis

    @Jason,

     

    Very happy you brought this up. We're actually in the process of redesigning the way Sync works, and ability to select how records are matched is a main aspect of the change.

    I would love to share my plans and get feedback from your. Let me know if you will be open for a video call?

     

    P.S. Totally agree about last comment should be displayed first. I'll pass your feedback to the right team.

  • Avatar
    David Rose

    We wrote our own sync in the end as it was critical for us that it was 
    a. Two way - i.e a user that added themselves to ZD got pushed to SF so the sales team knew there was an additional contact.
    b. We had loads of Accounts and Contacts in SF that weren't relevant for ZD, so we had to add in some filtering i.e only sync if the Account has purchased product X.
    c. We use a custom field in ZD to store the SF unique ID, so if the SF account changes name or the contact does (they often get married) the sync still happens correctly.

    It maybe that the SF sync now does all of these, but at the time it didn't.

    Happy to talk/answer any questions.

  • Avatar
    Ali Ayaz - Versata

    @Yuri -

    I would also be interested in knowing about the plans regarding the redesigning of how the records (especially the organizations to accounts) are matched. The current setup of matching based on the account "name" is really a huge roadblock for us.

    Please let me know if there are anyways around this restriction, such that we can match them based on the Salesforce ID? Also, please let me know when can we expect a change in the way the records are matched.

    Thanks in advance.

  • Avatar
    Yuri Mylis

    @Ali

     

    We're currently working to completely redesign the way sync works. Instead of relying on org name to match account name, we are planning to allow up to free 3 matching criteria. These will be user configurable.

    There are many other enhancements to the sync mechanism included as well.

    I tentatively plan to start a closed beta early next year before releasing it publicly.

     

  • Avatar
    Amarel Rubin

    Hi,

    I want to sync Contacts but not Leads.

    In the "User and Organization Sync Settings", I want to choose "Enable Updates" = Yes for Contacts and "Enable Updates" = No for Leads.

    It seems that I need to choose the same setting for Leads and Contacts.

    Is it possible to choose "Yes" for Contacts and "No" for leads?

     

    Thanks

     

     

  • Avatar
    Rebecca

    Hi Amarel! 

    At this time, it is not possible to choose "Yes" for Contacts and "No" for leads. However you should be able to filter the lead object as a workaround: 



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