Salesforce FAQ and Known Issues Follow

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17 comments

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    Greg Bradshaw

    Hi Erin! Is ZenDesk still dependent on having an exact match on the Account Name to keep things in sync? I was wondering if ZenDesk was able to key off the Salesforce Account ID. Sadly, sometimes Account Names are changed, and my company isn't quite there yet when it comes to locking down things such as the Account Name. Thanks!

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    Erin Boyle

    Hi Greg,

    My apologies on the delayed response! The integration still relies on having an exact match to Account Name. However, if you already have your Accounts synced to Zendesk organizations when you change the name, the organization will automatically be updated with the new name as well. It's really only a problem if you have multiple Accounts with the same name today, or if you need to do some cleanup of organization names to match your Account names before starting the sync.

    Hope this helps!
    Erin

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    Tom Crandall

    Hi Erin,

    Been trying to setup Zendesk to talk with Salesforce. Everything seems to be connected correctly, but within Salesforce on the "Zendesk Tickets" tab the tickets aren't showing up. Tried doing a refresh and clicking GO, but they don't show up.

    The tickets do display on the individual contact page whose email is associated with a ticket. I created a new Zendesk section and picked Zendesk from the Visual Source Pages.

    So it appears the ticket information is getting to Salesforce, but just not displaying in the main Zendesk For Salesforce --> "Zendesk Tickets" tab

    Any thoughts?

  • Avatar
    Erin Boyle

    Hi Tom,

    The Visualforce Pages will always query Zendesk in real time and display tickets that way. However, the Zendesk Tickets tab will only show tickets if you've followed the setup steps for sending Zendesk Tickets into Salesforce. During that process, you'll set up a target and a trigger in Zendesk that will create new Zendesk Ticket records in Salesforce.

    If you've already followed those steps and are still having trouble, let me know!

    Best,
    Erin

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    Tom Crandall (Edited )

    Hi Erin,

    I have the target set as salesforce

    I am using the System Trigger, but it is modified with the following.

    Meet "any" of the following conditions:
    Ticket "is" "created"
    Ticket "is" "updated"

    Perform these actions:
    Notifications Notify Target Salesforce Target

  • Avatar
    Erin Boyle

    Hey Tom,

    Just realized you have a ticket open for this already, so all of the things I was about to suggest were already tried by our advocates. I'll move this conversation over to the ticket while we continue investigating.

    Best,
    Erin

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    Tom Crandall (Edited )

    OK. Thought you might have another suggestion.

    When I look at the Extensions for target it says
    Salesforce Target SYSTEM 5 successful sends Salesforce target

    So it looks like things are being sent over. I haven't had any luck from Salesforce tech, they basically said they don't support products they don't make.

    This is their exact message "Technical Support for products downloaded from AppExchange is provided by the product provider. Please visit the details section of the product downloaded to find the Support contact details.", which is less than helpful especially if it's some admin setting I don't know about.

  • Avatar
    Erin Boyle

    Yep, you've come to the right place for support, but since the normal troubleshooting steps didn't work we'll need to dig a bit deeper. I'll talk to you in the ticket!

    Best,
    Erin

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    Peter Griffith

    I have two quick questions on the Zendesk-Salesforce sync. Firstly, if I have configured Zendesk to send a welcome email when a new user is created, will Salesforce synced users receive these emails as well?

    Secondly, the article above states: "Can I filter which Accounts, Contacts, and Leads are synced to Zendesk?" with the official answer of: "Right now, the integration is all or nothing, and does not have filtering capabilities." However, this article: https://support.zendesk.com/hc/en-us/articles/203659996-Salesforce-Configuring-user-and-organization-syncing-in-Salesforce clearly details a method of filtering. I assume the article above is out of date and it is now possible to filter?

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    Erin Boyle

    Hi Peter,

    Right now we do not send any welcome emails for users created in Zendesk through the Salesforce integration.

    And, to your second point, yes, this article is out of date. Thanks for pointing that out! You can filter by any picklist, and also by record type if you're on Salesforce Enterprise or above.

    Best,
    Erin

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    Jason Hollander

    Hey Guys,

    I'm going to take a crack on posting here to see if anyone knows the answer to this issue. Our ZD to SF integration broke when we believe we updated to SF Enterprise. It seems that the ZD Apex job errors out with the following error:

    First error: SObject row was retrieved via SOQL without querying the requested field: Account.Type

    I have a support case opened with ZD, but hoping someone else ran into this.

    Jason

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    Jessie Schutz

    Hey Jason!

    I also encourage you to maybe cross-post this over in our Q&A Topic in the Community, to reach a wider audience.

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    alex vinyar (Edited )

    Hello, 

    I already have zendesk plugin installed in prod SF and sandbox. However, I am reluctant to turn it on in sandbox, because I don't want SF sandbox data to overwrite production ZD data.

    Thus the question: How does ZD SF plugin behave inside a SF sandbox?

    So far, I don't have much luck finding info on the topic. If I want to test out some new ZD synching behavior, how exactly do I go about it? Once I got the behavior I want, is there a way to promote it to prod?

    Thank you

  • Avatar
    Blaine Knab

    Hi Alex,

    Thanks for reaching out with your question about connecting to a Salesforce sandbox!

    To answer your question, when connecting to a Salesforce sandbox the integration essentially works just as it does when connecting to production Salesforce.  This is a great way to test out various settings and configurations before deploying in production, but as you've pointed out, you most likely don't want data from your Salesforce sandbox to sync with your production Zendesk.  Because of this, I would not advise turning on the sync within the sandbox environment without setting up filters.

    As part of the integration, within Salesforce you can set filters in the sync settings allowing you to dictate which salesforce records will sync to Zendesk.  This could be set up so that only the records you are testing will sync.  An alternative is to use your Zendesk sandbox, and connect it to Salesforce sandbox and test there.

    Hopefully this helps!

  • Avatar
    Justin Fitzgerald

    Need help with:

    Why wasn't my new contact created in Zendesk?

    Double-check the following:

    Does your contact have an email address?  This is required in order to create a user in Zendesk. 

    Answer: Yes!

    Does your contact have the same email address as another contact?  Zendesk requires that every user have a separate, unique email address.

    Answer: No. The contact has a unique email address.

    Test your connection to Zendesk

    Answer: The connection is active and working. For example, the Account to which this contact belongs did sync correctly.
     
    You can also add the fields "Zendesk Result" and "Zendesk User ID" to your contact or lead layouts to view some more information about the sync.
     
    Answer: These fields have been added. All "Zendesk_" fields for this contact are blank.
     
    I have several examples of contacts not syncing. I tried doing an Edit/Save on the contact record to trigger a sync and this did not work. One thing that has worked on previous contacts is ticking the "Zendesk_OutofSync" checkbox, although I was told I really shouldn't be touching that.
     
    Any suggestions?
  • Avatar
    Madison Davis

    Hey Justin! I'm going to open a Support ticket for you, as it seems this may require some additional troubleshooting steps. Be in touch momentarily!

  • Avatar
    Justin Fitzgerald

    Hi Madison, I have already created a case. Thank you for the follow up.

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