Legacy Salesforce: Configuring user and organization syncing in Salesforce

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56 Comments

  • Yuri Mylis
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    @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.

     

    2
  • Eddie
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    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.

    1
  • Ali Ayaz
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    @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.

    1
  • Ben Speich
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    Has there been any movement on the syncing of formula fields to zendesk tags

    1
  • Yuri Mylis
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    @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.

    1
  • Jason Good
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    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!

    1
  • Patrick Rockwell
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    Hi,

     

    I have a few questions around the sync process

    1. Is there anyway to strictly set the matching criteria on the account to organization and contacts to users based off a common external ID between the two systems?  Right now you can set more than one criteria, however at the end of the day it's best to link systems based off of a field that will not change (Names and Emails can change).
    2. Is there a way to set the sync so that a the creation criteria is different from the update criteria?  For example, we want organizations to create when a certain field on the Account has a certain value, but we also want to update that org in Zendesk if that value were to change.
    3. Is there a way to only choose to update, not create through the sync?  Our intended workflow is to only push updates from SFDC to Zendesk, but are leveraging a different process to create them.  From the options available, there only appears to be a toggle between Enable Updates, not enable creation.  Or am I misreading the article and the sync only updates information that fits this criteria and to create new records, I have to run a daily job (https://support.zendesk.com/hc/en-us/articles/115004559528-Salesforce-Using-the-Zendesk-Support-Bulk-Sync-feature) to do so?

    Any help would be greatly appreciated.

    0
  • Amarel Rubin
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    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

     

     

    0
  • Justin Fitzgerald
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    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)?

    0
  • Name
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    @Amy Dee: This is very helpful. Thanks for the detailed reply.

    0
  • Erin Boyle
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    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;
    
    0
  • Wilfred Kaw
    Comment actions Permalink

    Hi @Barbara,

    I'm afraid that is not possible. The integration only allows a one to one relationship between a Zendesk and Salesforce instance.

    Kind regards,

    0
  • Justin Fitzgerald
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    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. 

    0
  • Christoph Eilers
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    Hello, the article says 

    "Currently, ongoing sync will not run if triggered by more than one record (such as a bulk upload of records through Salesforce data loader, or bulk update of records using Salesforce batch job)."

    This is not correct, after confirming with your support teams and testing it is possible to bulk-update records through data-loader and trigger the ongoing sync. Maybe good to change it in the article?

     

    0
  • Bryan Matias
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    Thanks - for anyone else, issue was that I upgraded from a very old version directly to the newest.

    Fix was to re-install the plugin. Cheers!

    0
  • Jessie Schutz
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    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.

    0
  • David Rose
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    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.

    0
  • Benjamin Towne
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    Hey Ruud!

    The 'one-way, ongoing sync from Salesforce to Zendesk' does work with the Professional Edition of Salesforce.

    Are you running into issues with getting it running correctly?

    You're going to want to make sure that full system admins are the users to sign in on either side (ZD and SF) when connecting the two systems together.

    On the Salesforce side of things if you take a look at the Zendesk Support Logs tab you might find a few events with some additional details on why the sync it's working correctly.

    Hope this helps.

    0
  • Justin Fitzgerald
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    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.

    0
  • Travis Abdelhamed
    Comment actions Permalink

    Hello,

    We want to be able to Sync SF Accounts to ZD which have a particular value on an account level field. This seems to be able to do that using a filter.

    We also want to be able to sync SF contacts to ZD which have a particular value on a contact level field. This also seems to be able to do that using a filter.

     

    My question is once you turn on the sync, will it go through existing accounts/contacts, see if they meet the criteria (filters), and then add the accounts and contacts to ZD? Or will it start the sync moving forward.

    I would think that there would be an option to do a historical sync, but i do not see any mention of that in this article.

    Thanks,

    Travis

    0
  • Nicole - Community Manager
    Comment actions Permalink

    you're welcome!

    0
  • Justin Fitzgerald
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    There is a broken image under Step 5 of "Configuring Ongoing Sync".

    0
  • Sergei Dudko
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    Hi Bryan!

    Thanks for letting us know about this. It seems that one of the agents is dealing with your query already and issue relates to Salesforce subscription plan and its permissions.

    Let us know in that ticket if you need additional assistance.

    0
  • Nicole - Community Manager
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    Thanks for sharing, Bryan!

    0
  • Webio Operations
    Comment actions Permalink

    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?

    0
  • Bryan Matias
    Comment actions Permalink

    I can't get this plugin working correctly. My issues are:

    Do I contact Zendesk support for this is Salesforce?

    0
  • Yuri Mylis
    Comment actions Permalink

    Hi Jeff,

     

    Our new Bulk Sync mechanism allows you to define the fields on which organizations and accounts will be matched. You can read more about it here 

    https://support.zendesk.com/hc/en-us/articles/115004559528-Salesforce-Using-the-updated-Zendesk-Support-Bulk-Sync-feature-beta-

    0
  • Erin Boyle
    Comment actions Permalink

    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

    0
  • Snaebjorn Olafsson
    Comment actions Permalink

    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?

    0
  • Fred Thomas
    Comment actions Permalink

    Hi @Patti,

    Accounts ->> Organizations is mapped based on name. I would like to understand your use case better to see if we can identify workarounds for you. A support ticket has been opened up and we can work on this issue there.

     

    0

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