Setting up Ticket Sync from Zendesk to Salesforce

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  • Gaëtan Tobie-Echeverria
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    hello Anika Rani

    you mention a workaround for attachments four months ago

    As a workaround, you could consider having the attachments URL loaded into a custom ticket field, and this URL field can be synced as a custom field to the Case Object.

    Do you have any recipe to do that? I have a dedicated custom field for my tickets but I have looked at trigger or automation without success to fill it.

  • Anika Rani
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    Hi Gaëtan Tobie-Echeverria

    Unfortunately, I don't think Zendesk triggers will automatically update a ticket field with an attachment URL, my suggestion is more manual. 

    You would probably need to have the attachment hosted somewhere (Google drive, Dropbox etc), and then provide the URL of its hosted location. 

  • Schuyler Weinberg
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    We are working to build a workflow for zendesk tickets for certain topics to automatically send information to salesforce to have certain case types. For most of this the field mapping is working well. We are having issues though on two fields - one field to capture a phone number and one to capture email. In Zendesk it's a text field for both, in salesforce it's a phone number and email field. I created a regex version of the field but not finding this in the mapping area in Zendesk Admin Center. Any ideas? Is regex not supported?

  • Oscar Mejias
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    Hi Schuyler,

    Thanks for getting back.

    I'm currently checking with our Salesforce on the use of regex fields when mapping fields between Zendesk and Salesforce.

    I'd still like to get a better understand on how you've set up mapping using these two fields and why it's not working. In order to take a closer look at this can you please:

    • Share a ticket example where the mapping didn't work for these two fields.
    • Share some screenshots from your Salesforce configuration.
    • Some screenshots of your Zendesk mapping configuration showing these two fields.

    I'll be looking forward to your answer and I'll be sending you an update once I hear back from the Salesforce team.

    Best regards,

    Oscar Mejias |
    Customer Advocate |


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