Setting up Ticket Sync from Zendesk to Salesforce

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73 Comments

  • Jeff Callahan

    What is the ETA on support for Ticket Comments?

    12
  • Steven Davis

    I will say that I am disappointed in the rollout for this new integration and it's starting to impact our business pretty critically. I am posting this here in case someone else runs into this issue and urge everyone to test and test and test and test some more. Additionally, it doesn't appear that Zendesk is being very proactive in posting issues they are seeing. We've changed our tag field to a long text area field which resolved some issues, but we are still working with Zendesk support on two issues that we are seeing with the sync today. These are:

    • Some tickets not syncing altogether - ZD logs not showing any data sent to SFDC
    • Some tickets duplicating - ZD logs showing only one record sent to SFDC

    We spent extensive time re-building this integration and the many risk/escalation workflows that we have built out on this data and we're three days into the new integrations and I'm already getting emails about inaccurate data. For those using this integration I suggest rigorous testing into the various scenarios support leaders know cause issues. I'll post an update once we hear back from their support team into why our sync isn't bringing over all the tickets it should be. 

    4
  • Jeff Callahan

    Are there plans to support Salesforce Lookup fields?

    3
  • Taka Mineta


    Hi Team Zendesk!

    Re. ticket comments sync with Salesforce, where you've stated, "Note: Ticket comments are not currently supported." (found on this page, https://support.zendesk.com/hc/en-us/articles/360037607294, right after the header, Standard field mappings, at the end of the mapping table), could you please provide us with any thoughts/insights/ETA on When would the feature be available? And in the meantime, is there any recommended workaround/solution to sync them with Salesforce?

    Ticket comments are highly valuable to our business and we really need them to be in sync with SF.Many thanks in advance and looking forward to your thoughts on this!

    Best,

    Taka

    2
  • Brian Murphey

    In this documentation it says about account sync:

    Default Salesforce Account ID: If you opt to create new accounts unmatched ticket organizations, you can enter an existing account as the default account in Salesforce if no organization exists in Zendesk. Setting a default account prevents orphaned accounts from being created.

    However, next to the field in the admin app it says: 

    Default Salesforce account ID

    To sync Zendesk ticket organizations to a default Salesforce account, enter the Salesforce account ID. This will override all other matching criteria.
     
    Can you confirm which behavior will actually occur? Will it assign tickets with no matching org to the default account or will it override all matching criteria and assign all ZD tickets to this account?
    2
  • Steven Davis

    Justin Federico I haven't been able to get any traction with them unless I start yelling at my CSM. For us, we provide customers access to usage information with our product including open case information. While this is much better than it was last week (wildly off) they still aren't totally accurate and I'm spending a large chunk of each of my days validating just to make sure records that should be create are. It hasn't been a pleasurable experience to say the least. 

    1
  • Nicole S.
    Zendesk Community Team

    Hi Jeff -

    Apologies that the team working on the integration hasn't had a chance to get back to you yet. If you're available, they're doing a live Q&A on the new Salesforce integration for customers who have API rights tomorrow (11/21) at 12pm CT, which you could join and ask your questions in.

    1
  • Dwight Bussman
    Zendesk team member

    Hi Justin,

    I did a bit of testing and here's what I've found. If there is a value in the Default Organization ID field in Admin Center, tickets sent to SFDC will attempt to match their Organization with an Account in Salesforce (seemingly based on the matching criteria in the Account > Org data-sync page).

    • If a match is found, the Case in SFDC will be associated with that Account (effectively ignoring the Default Organization ID).

      This makes sense to me, as a known org/account should be matched to its tickets.

    • If no matching Account is found, the Case in SFDC will be associated with that Account listed in the Default Organization ID field.

      This makes some sense, although it seems to ignore the "Create Account if no match" setting in the Admin Center.

    • Tickets in Zendesk which have no organization (i.e. their requester is not in an Organization) will create Cases that are NOT attached to any Account (also ignoring the Default Organization ID field). 

      This behavior seems a bit puzzling to me, as I expected org-less tickets to still be associated with that default Account ID.


    Given these results, I'm reaching out to our Developers to see what they have to say on points 2 & 3.

    Please let me know if I'm failing to explain this sufficiently well.

    1
  • Steven Davis

    For the tickets that we are not seeing come into ZD we heard back that it seems "follow up" tickets are not syncing at least for us. Again, would just test religiously and report everything to ZD support. I've got a report that I monitor daily where I took for missing tickets. Where it becomes time consuming is some are merged/deleted which I have to review because my only indicator at this point is looking for missing tickets in SFDC :( Hoping these issues get resolved soon so I can stop spending so much time on the integration.    

    1
  • Anika Rani
    Zendesk Product Manager

    Ping Lu

    We do realise the importance of having comments visible to Salesforce users so your developers can still view ticket comments, by setting up and using Ticket View.

    We will consider supporting attachments based on feedback of the new integration. Attachments were not a widely used feature in the previous integration and are not a common use case. 

    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.

    1
  • Pierre Boivin

    How can we sync the owner of the ticket in zendesk with the appropriate owner in Salesforce? Our zendesk users all have SF licences, I just don't see any possibility to natively sync it...

    1
  • Dwight Bussman
    Zendesk team member

    HeyO Dan,

    Apologies about the delay on that. There's a few possible causes of this so we'll want to get at which is applicable in your case. I'll see that someone reaches out to you shortly in that ticket with more details.

    1
  • Justin Federico

    Dwight Bussman

    I have a follow up ticket open from the case we worked on together and another ticket open regarding these same issues. They have both been open for 3+ days and have yet to be responded to even being opened as high priority.

    This is becoming a bigger problem for us as some of our teams are not able to accurately report on ZD tickets in SF. 

    1
  • Justin Federico

    We are seeing similar issues in that we can see cases created in SF when the tickets are created in ZD but when the tickets are updated in ZD the update is not reflected in SF. Seems to be inconsistent at best.

    Would love to hear what you find out.

    1
  • Dwight Bussman
    Zendesk team member

    Hi Noor - I will put an update into your ticket shortly.

    1
  • Jeff Callahan

    I feel guilty as I discovered this a couple weeks ago and did not post.  
    However I would have assumed the Developers would have patched it and/or posted a fix somewhere

    I have been very disappointed with the rollout of the new Salesforce Sync.  However if you are lucky enough to work with Dwight from support you are in good hands!

     

    1
  • Justin Fleischmann

    +1 to Brian's comment, which explanation is correct?

    --

    In this documentation it says about account sync:

    Default Salesforce Account ID: If you opt to create new accounts unmatched ticket organizations, you can enter an existing account as the default account in Salesforce if no organization exists in Zendesk. Setting a default account prevents orphaned accounts from being created.

    However, next to the field in the admin app it says: 

    Default Salesforce account ID

    To sync Zendesk ticket organizations to a default Salesforce account, enter the Salesforce account ID. This will override all other matching criteria.
     
    Can you confirm which behavior will actually occur? Will it assign tickets with no matching org to the default account or will it override all matching criteria and assign all ZD tickets to this account?
    1
  • Anika Rani
    Zendesk Product Manager

    Victor Carreon

    Zendesk triggers currently support tickets being created and updated, which means any update to the ticket will trigger the sync to Salesforce (assuming it also meets any other conditions). If you mark a ticket as Solved, this will sync to Salesforce. Can you please provide an example of a Ticket # marked as solved in Zendesk which did not arrive in Salesforce, on the ticket that Brett created for you. 

    0
  • Mandy Major

    Is it possible to sync CSAT results back to SFDC?  I am not seeing it anywhere in the available fields when mapping the fields.

    0
  • Josh Sheers

    Dwight Bussman

    Our RMA department utilizes Salesforce only and not Zendesk. We have flows designed to convert specific cases into RMA cases within Salesforce, however the comments of the Ticket do not get pushed to Salesforce Cases. This means the RMA techs need to have access in the Salesforce Case to continue their workflow, while also having access to the Ticket View to see potentially important comments not viewable in the Salesforce Case.

    0
  • Anika Rani
    Zendesk Product Manager

    Jeff Callahan please reach out to us if with the issues you are having with account sync. In particular, if you can specify certain records/ fields that were not synced as expected we can investigate. 

    We will add instructions for how to use Zendesk ID sync once this is released. 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Lauren Gallant,

    The ticket sync no longer includes comment history. If you are looking to see comment history, your best bet would be to utilize the ticket view instead.

    Best regards. 

    0
  • Harsharndeep

    Hello, Team.

     

    I have been testing Ticket sync in the sandbox and for Ticket requester matching i have enabled create if no match is found in Salesforce.

    A new contact gets created which is fine and we do not want to create new accounts.

    How can i make sure that all the new contacts created via ticket sync should be attached to a single account for example "Zendesk Ticket Sync Account"?

     

    Would appreciate your response.

     

    0
  • Anika Rani
    Zendesk Product Manager

    Jeff Callahan

    1. We are still gathering feedback and requests for syncing ticket comments to cases. This was not a highly adopted feature in the previous integration. However, you can still view full ticket details and comments using Ticket View. 

    2. Lookup fields - are you asking about mapping Salesforce lookup fields to Zendesk for data syncing? We will continue to gather requests for this as well, however lookup fields may reference data that our sync does not support. The best workaround for this at the moment is to create a field in a supported object (Account or Contact/Lead) and use a trigger or process builder to update that field from the lookup field. Then map this field over to Zendesk. 

    3. We will be supporting syncing Zendesk User ID and Organisation ID to Salesforce. This will be available in upcoming releases in the next few weeks. 

    0
  • Steven Davis

    Christina Draper has your Zendesk Support Ticket Tags field been changed to a long text area with more than 255 characters? If so, I'd read Dwight Bussman's recommendations earlier in the post around making sure your SFDC user has the appropriate permissions into the case object. If those are true, support ticket seems to be in your future. 

    0
  • Victor Carreon

    Hi! I've been having some issues with the new ticket sync. I have some New and Updated tickets that show the

    "Message pushed to target

     
    Event properly triggering. However, I sometimes don't see a New ticket, and sometimes don't see a ticket get updated to "solved".
     
    I haven't figured out when this happens but my first guess is that it might be related to the Zendesk user initiating the message sending.
     
    Any insight on user context when triggering the message to a target? Thank you!
    0
  • Justin Federico

    Thanks Steven.

    We have our support teams providing snapshots that are to be viewed by our sales team. The idea is that the info is available in SF since that is where they live. recently we moved this to a report in SF using the old integration and this worked great. This meant not having to build out a weekly snapshot manually and the reports could be viewed at any time. The new integration did mean we would have to recreate the reports but just for a new object.

    Having caes missing from the report is becoming the issue and will be noticed more and more by our sales teams. As for now we are getting by, but like you said, we are spending too much time on this integration.

    0
  • Steven Davis

    Thanks Dwight Bussman I'm working with Travis on my issue and if it appears to be something else I'll post here for visibility. I'm a sys admin in both ZD and SFDC so I haven't run into any of those issues. 

    0
  • Schuyler Weinberg

    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?

    0
  • Anika Rani
    Zendesk Product Manager

    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. 

    0

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