Configuring Data Sync from Salesforce to Zendesk

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6 Comments

  • Jim Tigwell
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    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
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    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
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    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
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    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
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    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
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    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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