Configuring Data Sync from Salesforce to Zendesk

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65 Comments

  • Jason Fouchier

    Hey Dwight Bussman,

     

    Sounds great, and if it is deemed to be helpful information for others then I am A-Okay with the information being put out.

     

    Thanks,

     

          Jason

     

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  • Emelie Stjernquist

    Laura Mercuro

    I'm not sure if your problem is related to syncing data on Account (in SF) to Organization in Zendesk? Or if it's related to Contacts (in SF) or Leads (in SF) to Users in Zendesk? However, what type of value does this picklist contain? Zendesk writes this above in this article:

    The following Salesforce fields are not supported for mapping:

    • Long text area field
    • Lookup field — Salesforce lookup fields cannot be mapped to Zendesk because the lookup fields values are stored in a related Salesforce object
    • Record type ID
    • Number field'

     

    Is it possible that the field type you're trying to map and sync is not supported in this case?

    This is just a guess from my side. I know that our Salesforadmin sometimes need to create "invisible" fields that we map towards that is not any of the above types in order to solve it. However, we have yet not finalized the syncing part yet, but in test environment.

    I hope your problem will be resolved, good luck!

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  • Laura Mercuro

    Thanks for your response Emelie! Unfortunately, we are using all the correct fields that are supported. And more importantly some of the accounts in Zendesk are getting the data from SFDC through the sync, so I cannot pin point why the other accounts are failing (names are exact...I have checked 10+ times ;(). Thanks for the luck...I have since submitted a ticket and hope to get assistance.

    ~Laura

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  • Dwight Bussman
    Zendesk team member

    Hi Laura Mercuro

    Do you see anything in the Salesforce Logs that might help to diagnose this?

    If nothing shows therein, my next thought is that the field that's being changed might be a formula-field, which doesn't trigger a sync due to limitations of the salesforce streaming API. For a workaround that should help avoid this limitation, please see - https://support.zendesk.com/hc/en-us/articles/360042438674 

    If neither of these helps to resolve the issue, please reach out to our Support team to look into this more closely.

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  • Justin Federico

    "Note: For Zendesk user records to be automatically mapped to their corresponding organizations upon a users sync, both Contacts / Leads to Users sync and Accounts to Organizations sync must be enabled."

     

    Regarding this note, we are not seeing user records being mapped to the Orgs when they are created/updated in SFDC. We do have both the Contacts/Leads and Accounts syncing enabled.

     

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  • Anika Rani
    Zendesk Product Manager

    Hi everyone, we have now released support from Multiple Organisations in data syncing. This means if you have multiple Contacts in Salesforce with the same email address but different Accounts, you can sync them to a single Zendesk user belonging to different Organisations (an organisation membership). 

    You can learn more about how this works here. No action is required for the integration to use multiple organisations. If this is enabled on your Support Account, we will syncing behaviour described.  

    Learn more about the Multiple Organisations feature in Zendesk here. This is a feature available only to Zendesk Professional and Enterprise plans.

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  • Shubham Bhardwaj

    Can you please Update the Screenshots provided in this Article as they are Old So please Update them so that it can help others too? I am talking about the Salesforce Profile and Object settings ss.

     

    Thanks

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  • Anika Rani
    Zendesk Product Manager

    Shubham Bhardwaj Our screenshots are for Salesforce Lightning. Can you please explain what isn't up to date with them and I'd be happy to do so, but I couldn't see anything out of date based on our Salesforce instance. Thanks!

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  • Gabriel Paquette

    NICE PROS

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  • Gabriel Paquette

    Thanks!

     

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  • Justin Federico

    I am seeing that users created in ZD via the SFDC integration are not being associated with organizations. This process seems to be very hit or miss.

    I have an organization that was created today, as I can see in the audit logs and one user that was created under that org. In SFDC I can see that the account has two (2) contacts listed and both were there when the account was created.

    Does the sync only grab the first contract listed in SFDC for the account or should it be syncing all of the contacts on the account?

    The results we are getting are that there are many tickets created by users that have no org association because the info is not being properly synced. This also happens when there is only one (1) contact listed on the account in SFDC so this doesn't seem like a rate limit or timing issue.

    Periodic bulk updates, as suggest by ZD support, does not sound like a very good resolution to this issue.

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  • Dwight Bussman
    Zendesk team member

    Hi Justin Federico

    There are a few different questions wrapped up herein, so I'd like to address them one at a time. 

     

    Does the sync only grab the first contact listed in SFDC for the account or should it be syncing all of the contacts on the account?
    The syncing of an account does not trigger the syncing of any contacts within that account. The syncing of a record relies on one of its mapped fields being updated (either directly within SFDC, via the API, or via a workflow process/apex trigger). 

     

    The results we are getting are that there are many tickets created by users that have no org association because the info is not being properly synced.
    This should only happen if a Contact is synced before the Account to which it belongs. Once an Account has successfully synced, any subsequent syncing of one of its contacts should add that user to the related organization within Zendesk.

    I'm not sure about periodic bulk updates, but a one-time bulk-update to bring the two systems into alignment (insuring that all accounts have successfully synced) should help to prevent this issue going forward unless there are contacts being created prior to their accounts having synced ( as described above). 

    If you're seeing examples which disagree with the above, our Support team would be happy to look into these more closely.

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  • Justin Federico

    Hey Dwight Bussman,

    It looks like the account and contacts in question were created at the same time as they are usually created and synced to SFDC from another system. I would think that when created the contacts would sync as expected. Both were created but only one was associated with the Org.

    Was this case considered by your dev team as to having Accounts and Contacts being created simultaneously in SFDC via another system?

    The only mappings we have for Contacts are email and Nickname (added for testing). I am going to see if there are other mappings that would be beneficial for Contacts.

    I am planning on doing a bulk update in the near term.

    "The syncing of an account does not trigger the syncing of any contacts within that account." This sounds like a good enhancement opportunity!

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  • Dwight Bussman
    Zendesk team member

    Justin Federico

    This sounds like a race-condition to me: multiple things happening simultaneously. In the case of your account/contacts, I suspect the associated contact happened to be created/processed after the account had successfully synced. Are you able to make a minor change to the nickname of the users who did not associate properly (adding a period or space character) to see if this successfully pulls them into the relevant org? This would support the race-condition hypothesis.

    I'll reach out to our team to see if this could be handled more gracefully by our integration, but given the architecture as I understand it, this comes down to the order of these operations: it's not really possible for the integration to know the org to which users should be added until after that org has synced. 

    As for the enhancement opportunity on this, much as our team might like to do something along these lines, we are constrained by the limitations of the SFDC streaming API, and have developed our sync logic to rely on streaming events for records to sync.

    Hopefully that helps to explain the behavior you're seeing!

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  • Harsharndeep

    Hello, Team.

     

    Is there a way to map Zendesk User Id and Zendesk Org Id with Salesforce Contact and Account Object?

     

     

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  • Dwight Bussman
    Zendesk team member

    Harsharndeep

    I'm not sure I follow the question. Do you mean

    1. To match based on those IDs? 
      There is not a way to match based on that ID at this time.

    2. To update the SFDC record with the ID of the relevant Zendesk record after it has successfully synced?
      This is a feature that our Developers are currently working on. Please follow this article to see when this feature is released.

     

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  • Tatevik S

    Hello,

    in the previous version of the Zendesk for Salesforce integration, I could map hidden fields from Salesforce to the appropriate Zendesk fields but in the new integration, it is suspended.

    What other solution could you suggest to map also hidden fields from Salesforce into the Zendesk custom fields?

     

    Thanks,

    Tatevik

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  • Dwight Bussman
    Zendesk team member

    Hi Tatevik S

    In the current integration, a field must be visible to the integrating SFDC user (the System Administrator (or similar profile) who connected the integration within Admin Center) in order to be accessible to the integration for syncing. 

    If one of the fields you're looking at is suspended, that may be due to the removal of support for the legacy integration package. If you'd like to apply for a temporary extension to migrate values from such legacy fields to custom fields not created by that managed package, please fill out this form: https://forms.gle/bhi5N6bxdUYjZMQY9 

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  • Harsharndeep

    https://support.zendesk.com/hc/en-us/articles/360034751534/comments/360006619213

    Hello, Dwight.

     

    Yes, we would like to sync Zendesk User and Org Ids to the SFDC records.

    If an Org is syncing with Salesforce Account, i would love to see the Zendesk Org Id on the SFDC record.

    Same will go for Contact and Zendesk User Id.

     

    Could you please share the link to the article as i couldn't find it.

     

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  • Tatevik S

    Dear Dwight Bussman

     

    thank you for your response. 

    when I make visible the field only for the System Administrator the sync worked.

    I thought the sync should work as in the previous integration i.e. when field was hidden for all users.

     

    Thanks,

    Tatevik

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  • Dwight Bussman
    Zendesk team member

    Tatevik S - I believe it's expected that the field will need to be visible to the profile of the integrating user, but I don't think it needs to be present on the page layout. Hopefully that helps. 

     

    Harsharndeep - this very article is the one that should be updated when that feature becomes available.

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  • Tatevik S

    Dwight Bussman

    thanks for the help.

    Tatevik

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  • Marci Abraham

    Question 1)

    RE: accounts to orgs sync...

    Important: This is an advanced feature. Once data is synced from Salesforce to Zendesk, it is not reversible. We highly recommend that you test this feature first.

    Silly question perhaps, but HOW should this be tested? Is there a testing feature (such as a dry-run) on the SF or the Zendesk side, before running the process for real? Or are you talking about using a Zendesk sandbox?

    Question 2)

    We used to have accounts to orgs set up a long time ago (like...years). If we reinstitute this integration, are there any risks we should be aware of? 

    Question 3) 

    RE: "by default uses account name to organization name for matching records."

    What if the name is not an exact match? For example, let's say we have an account called "University of Okobogee" in SF. In Zendesk, the name of the matching org is "University of Okobogee (UofO)". How does the integration handle this?

    Another possible conflict: We append (EXP) to the name of our Zendesk orgs if the account is not renewed (i.e., it is expired). This helps agents quickly notice if they are serving a former customer and take appropriate action. So if the UofO were to expire, their account in Zendesk would be named "(EXP) University of Okobogee (UofO)"

    Would this match to the "University of Okobogee" account in SF?

     

    Thanks in advance! :)

     

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  • Dwight Bussman
    Zendesk team member

    Marci Abraham

    1. By "test this feature first", we mean that one should validate that fields are populating as they'd expect. Some folks jump straight to syncing lots of records before verifying that the sync behaves as they would want. 

    2. There aren't any specific risks to using the new integration: it operates completely independently of the legacy integration which is what you would have been running anytime before December of 2019. The closest thing to a risk I could think of is what's described in this article wherein an account had synced in the past and included its ID as the Zendesk external ID.

      If the current integration is also populating zendesk external ID and the first sync of that account with the current integration does not find the existing org (perhaps it's matching based on name and the name is changing in that moment), then it would attempt to create a new organization with an external ID which already exists. This sync attempt would fail, and could be seen in the integration logs,  but would require manual correction, either by updating the old org's name to match the name the account is syncing over, or by deleting the old org in Zendesk to allow the new org to create properly.

    3. The sync uses an exact name match for the initial connection between an account & org. If the names don't match exactly when first the account syncs, the integration will attempt to create a new org with the correct name.

      After an account has synced, changing its name will update the name of the associated organization - the matching logic is only to set up that initial relationship between a given account/org (based on their IDs).

      In your example - are you appending EXP within Zendesk or Salesforce? If you update the Zendesk org but it's already been synced with an account in Salesforce, the name of the org would get updated whenever next the account syncs from SFDC (losing the exp portion). If you update the name of the Account in Salesforce instead, that would push over to update the existing Zendesk org (provided it had previously synced with that org). 

    Hopefully this helps to answer your questions! Please feel free to reach out to our Support team directly if there's something I'm failing to describe properly.

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  • Anika Rani
    Zendesk Product Manager

    Hi everyone, we're looking to interview some customers who are interested in:
    - syncing other Salesforce objects to Zendesk (beyond Accounts and Contacts/ Leads)
    - syncing other Salesforce products (like Marketing cloud) to Zendesk
    - any other business systems you use, that would value from syncing to Zendesk 

    If you're interested in a 45 minute call to share your use case and have input into a solution that does this, please respond to this comment and I'll reach out to set up a time. 

    Thanks,
    Anika

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  • Jason Fouchier

    Hi Anika Rani,

    I would be interested in a chat about this as I have recently had issues with not being able to sync some things properly. 

     

     

    Thanks,

         Jason Fouchier

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  • Marci Abraham

    Hi Anika Rani when you refer to "other business systems" could that be our own proprietary systems, or are you talking about systems that are marketed widely to businesses?

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  • Marci Abraham

    Dwight Bussman Thanks so much for the response! It's very clear and answers all of my (current!) questions. Have a great day :)

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  • Marci Abraham

    I am having a terrible time following these data sync instructions. I have submitted a support ticket, but due to the holidays I'm sure it will take a while to get a reply.

    Does anyone know how to do this in different versions of SF? We are on the "Enterprise Version" of SF, and every time I try to follow Zendesk instructions I find out the documentation is for a different version than what we have, and I get lost. 

    I am working with "permission sets" which can be applied to profiles. However, they apparently cannot be applied to the STANDARD user profile (per this SF documentation, which states "You can’t edit the object permissions on a standard profile."), which is exactly what the Zendesk documentation (on this page) says I'm supposed to do.

    Since I can't follow the step by step, I need to understand more about what these permissions are supposed to accomplish. What is the purpose of giving those permissions to the "standard user"? Maybe something to do with giving the system permission to sync data? Because users with that profile don't need to have visibility into the syncing data nor should they be involved in it...

    Edit: I do have a "permission set" called "Zendesk - Full Access" which has been assigned to a few users, and has push topics and streaming set to "read". But there is no way to apply this permission set to the "standard user" in Profiles. That profile is locked and cannot be altered.

    Any help would be greatly appreciated!

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  • Dwight Bussman
    Zendesk team member

    Marci Abraham - sorry to hear about the issues you're seeing with this. I'd love to hop onto a call with you to look into this for your specific version of SFDC. It seems likely that we'll need to update our docs to account for these differences. Thanks for calling this out!

    There's another permissions article: https://support.zendesk.com/hc/en-us/articles/360053926013 that may be helpful here, but again, it wasn't really written with various versions in mind and could likely be improved.

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