What is the difference between these ticket information options in the Salesforce target edit page?
- Send full ticket details as a custom object
- Send partial ticket details as a Case
When you set up the integration for the first time, Zendesk automatically creates a trigger and a target. The target has two primary settings: it will either send over full tickets details or you can send partial tickets details as a case. There is a lot less information if sent as a case, and we generally recommend sending full ticket details.
If you have selected the option Send full ticket details as a custom object, the ticket will be listed as an object in the Zendesk Support Tickets tab. Because the ticket was sent as a full object, on the Salesforce side, you can see the ticket comments and report on tickets.
If you have chosen Send partial ticket details as a case, the ticket will be listed as a case and you won't be able to see any ticket comments. You won't be able to make reports either, and you can't list tickets to each contact or lead profile.
You can see all the tickets under the User profile page:
For more information please check Salesforce integration resources.