Configuring Data Sync from Salesforce to Zendesk

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61 Comments

  • Jim Tigwell

    The documentation here says "Once a successful match of existing records has been made, or a new record has been created in Support, the Salesforce record and the Support record are linked. This means that subsequent updates to the record in Salesforce doesn't use matching criteria, but instead updates the linked record in Support."

    Where is that link stored, and how can it be cleared in the event that the data sync duplicates an organization?

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  • Anika Rani
    Zendesk Product Manager

    Jim Tigwell the link is stored in our middleware, if you need links to be cleared (depending on the reason), we will have to clear them manually. In your example mentioned, Zendesk enforces uniqueness on Organisation Names so that shouldn't happen. If it does, let us know. 

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  • Nevena Imetska

    Hello,

    We currently use the data sync to sync Salesforce accounts to Zendesk Organizations. In the field mapping we need to add a new text field from Salesforce Accounts to  sync with Tags in Organizations. If the Organization record in Zendesk has some existing tags already, could you confirm if syncing a Salesforce field to the Zendesk Tags will update them with a new tag (this is what we want to achieve) or override the existing tags? 

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  • Jim Tigwell

    Nevena Imetska It'll update the existing tags and add the one from the field. We've been testing the same thing. 

    Anika Rani The duplicates were created as a result of name mismatches. The data has been cleaned up, but there's no method apparent to sever the connection between accounts and organizations, a connection which appears to persist even after the deletion of the duplicate organization. I've updated my open support request (5654916) with the information you've provided. 

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  • Sam Cloutier

    Can you explain the trigger process that initiates an update (or Sync) of Salesforce account information to Zendesk when a field is changed in Salesforce.  I've updated Salesforce records via a script that takes advantage of Salesforce's API and those updates do not trigger a sync from Salesforce to Zendesk.  I attempted this because I sync a formula field that determines our clients' account status using specific conditions, I assume that because the field is a formula field, it doesn't trigger an update when the clients' status changes.  

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  • Justin Federico

    Sam Cloutier

    The formula fields will not trigger a sync but there is a guide on how to initiate a sync using a formula field using the Salesforce Process Builder here.

    Hope this helps.

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  • Emelie Stjernquist

    Hello,

    Not sure if any of you're experiencing the same problem as me related to syncing contacts from Salesforce to users in Zendesk?

    I've not managed to find a way of filtering so that ONLY contacts that have a relation with an active account (salesforce) organization (in Zendesk) are synced. I do not wish to sync contacts that are prospects. Does anyone know a way to get around this issue?

    I cannot use customer number, neither have a condition looking at accounts in order to say that the contacts can be selected or not.

    Don't know if this makes any sense to you... 

     

     

    Thanks!

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  • Melody Quinn

    Hi Emelie, 

    We added a checkbox "Zendesk Contact" to the contact record in both Salesforce and Zendesk and used that as the sync filtering in the data sync configuration. We then went through the contacts and selected the ones we wanted to sync. Our contacts do not change a lot over time, so we are able to manage it.

    Hope this helps!

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  • Dylan Douglas

    A data sync is triggered when a mapped field is updated in an existing Salesforce record, or a new record is created. Any unmapped fields that are updated do not trigger the sync.

    I'm trying to do a batch sync of all the SalesForce accounts over to Zendesk at once for just certain fields, but this sounds like it would only sync new ones or updated ones. Is there a way to kickstart the process with a batch sync and then let this run to pick up any new ones?

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  • Emelie Stjernquist

    Hi Melody Quinn,

    Thank you, that was a really smart idea. I think that will also solve the problem of actually having a real update related to the contacts in order to have a sync.I have a question also, do you ever delete users from Zendesk after syncing contacts from Salesforce? How do you manage that?

     

    @Dylan, I thinkt hat Melody's idea of solution also can work in your scenario. Non-updates will not trigger the sync, for instance, updating a field with a none-value. However, you should be able to do as Melody mentioned, to add a checkbox and then tick the box with a batch sync (via script?) perharps. I've myself not come that far yet.

    //Emelie

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  • Nevena Imetska

    Hello,

    1. Is there a place where sync issues could be monitored? I've noticed that contacts created yesterday have not been synced but today's contacts go through ok and we have not done any changes to the configs. What might be the cause?

    2. We have both Accounts and Contacts sync from Salesforce to Zendesk Organizations and Users accordingly. Unfortunately very often our contacts do not get related to the synced organization in Zendesk. Users are getting synced but not related to any organization. How do you set the config to specify the correct organization during a contact syns?

    Thanks,

    Nevena

     

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  • Melody Quinn

    Dylan Douglas  On the account in SF, we have created a "Zendesk Account" field and use that for both the Sync filtering AND field mapping. As soon as the checkbox is checked in Salesforce, it will establish the sync and create the organization in ZD.   

    We did the same concept for Contact to Users. "Zendesk Contact" is both a sync filter and a field mapping. 

    We used the data import wizard in SF thinking we could use this to update the Zendesk Account checkboxes on all of the accounts would establish the sync. Sadly, it did not. We had to manually edit the account and select that checkbox and save the record to establish the initial sync. Not sure how many accounts you have, but we only had about 500 accounts, so manually updating SF was quicker than trying to track down a more efficient way. 

    Emelie Stjernquist  I hope this works for you too. So far, we have not needed to delete users from Zendesk. Occasionally we have to assign it to the right organization, but that doesn't happen very often.

     

    Nevena Imetska 

    1. We signed up for the Salesforce Integration Log EAP.  This is somewhat useful, but will not notify you when the sync is broken. We also experienced our sync stopped working without warning. As of a few weeks ago, there are no notifications when the sync is broken. I have made a point to check it each morning, it's not ideal, but it only takes a few seconds. 

    2. We use "Domains" on the organization record to help associate a user's email address to the correct organization. When Joesmith@xyz.com submits a ticket and he is not synced from Salesforce but his company XYZ is, he will be associated to the XYZ organization because we populated "xyz.com" in the "Domains". "Domains" is also one of the field mappings.

     

    Hope this helps!

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  • Dylan Douglas

    Melody Quinn thank you for the detail. Looks like I'm going to be editing a bunch of accounts ;)

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  • Anika Rani
    Zendesk Product Manager

    Hi Melody Quinn Dylan Douglas and Nevena Imetska

    I'm surprised that the SFDC data import wizard didn't update the Checkbox field you had created. Is that only for a boolean field type? 

    As for the logging, we are working on a way to more proactively notify you. I know it's not ideal checking them retrospectively everyday. The logs are still in development so you can expect to see continued updates, with the next update being a date/time filter in the next couple of weeks.. If you have any more feedback on logs please let me know. 

     

    We are also working on a way to support an initial bulk import into Zendesk as well. 

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  • Melody Quinn

    Anika Rani

    The wizard updated the checkbox in SF, but it didn't create the initial sync to ZD. All of the fields we had mapped to ZD were previously populated, so when we only selected the checkbox with the wizard. 

    I went back to the log file and filtered for our failed accounts to org sync (something I have not done before), and while this has nothing to do with the initial sync, just wanted to say the error message is very helpful as it directs you to exactly what the problem is. Thanks to the product team for the great design!

     

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  • Dylan Douglas

    This seems silly, but what's the value for the checkbox in the "Meet ALL of the following conditions"? It says Boolean in the chart, but in the filtering it's expecting me to put in a string for the value. Is that "T", "true", "TRUE", "True", etc.?

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  • Melody Quinn

    This is what we have

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  • Varun Emany

    Hi, 

     

    Is there a way to Sync Salesforce Cases to Zendesk Ticket?

     

    Thanks 
    Varun

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  • Anika Rani
    Zendesk Product Manager

    Varun Emany you can sync Zendesk Tickets to Salesforce Cases (in one direction), but not from Salesforce to Zendesk. Whats your use case? Are you moving from Salesforce to Zendesk? If so, there are other ways to import data for that purpose. 

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  • Varun Emany

    Thanks Anika Rani 
    We want to push Salesforce cases realtime to create a ticket on Zendesk in our org. I guess we need to do custom implementation. 

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  • Darius Dixon

    Hi,

    Is there any documentation for the direction of the sync? 

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  • Allen Lai

    A few questions before I proceed:

    1. I created a few hundred Organizations in Zendesk in the past and added end-users to those organizations. Should I delete those Organizations first to create a clean slate for this sync?

    2. To ensure the correct and necessary fields are mapped to Zendesk, it would be nice to understand best practices. For example, we have 3 subscription plans. However, Accounts and Contacts in Salesforce only apply to our Business plan. To make sure the Organization in Zendesk has the correct plan details, I'm guessing I'll need to be able to map a field in the Salesforce Account to the "Plan Type" field within an Organization in Zendesk, right? Or is there a way to automatically set the value for the "Plan Type" field?

    3. If a customer ends up downgrading/canceling/deleting their Business subscription with us, what're best practices to reflect that in Zendesk?
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  • JC Hall

    This syncing as I've witnessed is pretty weak.  You are probably better off performing a manual import of accounts and contacts exported from Salesforce.  I experience a number of issues and have yet to receive a helpful response from Support.

    1) There is no way to perform a bulk sync.  When you enable account/org and contact/user sync from SF to ZD, only new accounts or contacts in SF will be sync'd to Zendesk or, when an existing account or contact in SF is updated will it sync to Zendesk for the first time.  Also, the update must be to a mapped field in SF.  If you have 4k Accounts and or 8k Contacts in SF like myself, this method is useless.

    2)  When a newly created account with subsequent contacts is created in Salesforce, a new Org and a new User is created in Zendesk but they do not become associated with each other.  The new user's Organization remains blank and the new Organization is reflected with zero users.

    2b)  If you return to Salesforce and update a mapped field for the user, the update may sync to Zendesk and the user in Zendesk may magically become associated with the applicable Organization.

    2 of 5 stars, would not recommend

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  • Anika Rani
    Zendesk Product Manager

    Darius Dixon the data syncing of Accounts, Contacts/ Leads is one way, from Salesforce to Zendesk (this article). The syncing to ticket data is from Zendesk to Salesforce, in this article. 

    Is there something more you were looking for?

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  • Anika Rani
    Zendesk Product Manager

    Allen Lai

    1. You don't necessarily have to delete previously created organisations. When you set the matching criteria in the sync settings and the sync will attempt to link Salesforce records that match the existing organisations. 

    2. Yes, the best way to achieve this is to map the Plan Type fields from Salesforce to Zendesk. You might be able to set up a trigger or some other kind of automation to auto-set a value on a Zendesk field, but this is outside the means of the integration. 

    3. You could do two things to ensure Salesforce data is accurately reflected in Zendesk:
      1. Use our sidebar app, to display the plan (or status) of a customer against a ticket. This is just a read-only view. You can also display any other relevant customer information here from any custom or standard Salesforce object. 
      2. Sync the Plan Type to the Zendesk User (as per #2). Any changes to the Plan Type made in Salesforce will update Zendesk. If a customer is deleted in Salesforce, this won't be reflected in Zendesk as the sync doesn't support destructive changes for entire record deletion.  
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  • Darius Dixon

    Hi Anika, 

    No, that's what I was wanting to know, thank you!

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  • Anika Rani
    Zendesk Product Manager

    JC Hall

    I will follow up on the tickets you have created to help resolve your issues/ questions. 

    1) While bulk sync isn't yet available, the new integration does support batch changes to Salesforce records.  Steps here for updating multiple accounts, contacts, leads for syncing. Does this help you?

    2) If a Contact belongs to an Account in Salesforce, and you have Account Sync enabled, Orgs and Users should be associated with each other in Zendesk. We will have to look at why this isn't happening for you, its certainly not expected behaviour. Also, if the domain of the Org and User match, then Zendesk by default associates the two (this is native Zendesk behaviour, not specific to the integration). 

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  • Laura Mercuro

    Hello,

     

    We just setup the integration. Seems to be working ok except one SFDC field is not coming over. It is a picklist field in SFDC called Type and we have a text field in Zendesk that we have mapped it to. The data is not coming over. Any ideas?

     

    Thanks

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  • Jason Fouchier

    Hey All,

         We associate Salesforce contacts to Salesforce accounts via a relationship, this means that there are no fields on the Salesforce account to map over to Zendesk. Is there a proper to sync this data over, or a work around?

     

    Thanks,

     

        Jason

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  • Dwight Bussman
    Zendesk team member

    HeyO Jason Fouchier

    I'm not sure I follow the question, but would love to look into this for you. I'm going to raise a ticket on your behalf so we can chat more directly. I'll reach out to you therein shortly. If you're comfortable, I'll post back to this thread with a recap if it's something that feels relevant to a broader audience.

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