Setting up Ticket Sync from Zendesk to Salesforce

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67 Comments

  • Jeff Callahan
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    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!

     

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  • Dwight Bussman
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    Awww - thanks much, Jeff.

    There are a few other reasons that this sync could fail and our Developers are trying to correct for them as they come across them. These are just the ones we document as there isn't a more graceful way to patch around them.

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  • Steven Davis
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    Dwight Bussman is it possible to get that list or can you point me in the right direction?

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  • Noor Fazli
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    I was able to test integration between Zendesk trial sandbox and a salesforce test sandbox. Now I'm trying to built the integration on the Zendesk sandbox previously was successfully used for legacy integration between ticket in Zendesk to SFDC ticket object. While checking the trigger I realized it is still pointing to old target. Not sure  how to modify the target to point to right org Id. Also tried creating new target via Admin=>extenstion add New target to Salesforce Case but got Oauth error from Salesforce. Not sure  how to repurpose the zendesk sandbox for new integration.One more thing worth mentioning here is the SFDC sandbox thats part of inegration was also successfully part of legacy integration too.

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  • Dwight Bussman
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    Hi Steven,

    Two of these spring to mind at the moment:

    1. if the integrating user doesn't have edit access to the fields on the case-object. The integrating user is the person who clicked "Connect" in the Admin Center to link Zendesk with Salesforce.

      Checking that their profile has access can be done from the Setup > Object Manager > Case > Fields & Relationships > (choose field) > "Set Field-Level Security" and verifying that it's accessible and not read only to the profile in question.

    2. If the tags on the ticket exceed the Zendesk_Support_Ticket_Tags__c field length on the case field (255 by default). The fix for this is to change the Tags field in SFDC to be a Long text area and increase the length to give more headroom.

    That having been said, if you're seeing something that's not covered by the cases listed, please let us know and we'll get them listed here as we find them.

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  • Steven Davis
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    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. 

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  • Justin Federico
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    I am not seeing the case object being created in SFDC. I can see the ticket view being updated with the tet ticket. How do we verify this on the SFDC side? Is there a particular way to see why the sync would be failing? 

    Triggers enabled and verified the target is sending

    Verified the record type ID is correct

    Only one required field in my case layout for testing and this is mapped

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  • Dwight Bussman
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    Hi Justin,

    I'm going to raise a ticket with our Support Team to look into this matter for you, as I have some questions that would be easier to handle in a more private venue.

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  • Anika Rani
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    Mandy Major it is not currently possible to sync CSAT. We will consider this as a future enhancement. 

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  • Steven Davis
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    Anika Rani This would be optimal because we currently have to use a third party integration tool which runs multiple times through the day. If the tool did this, it would mean that we could drop our integration tool and make the Zendesk application more important in our internal stack of tools. Our IT team consistently evaluates our tools and the more value we can show the better.  

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  • Christina Draper
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    Hi, I'm having a few sync issues: 1. I'm not able to map Zendesk multi line fields to SF fields 2. Picklist values are not getting updated in SF after being mapped in Zendesk. Any idea why these won't sync properly? 

    Thanks!

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  • Steven Davis
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    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. 

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  • Steven Davis
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    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. 

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  • Justin Federico
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    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.

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  • Tal Admon
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    Reporting these issues as well. Also I see that ticket descriptions with multiple lines get new line char replaced with "nn" - reducing its readability - anyone else having this issue as well?

     

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  • Steven Davis
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    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.    

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  • Justin Federico
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    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. 

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  • Steven Davis
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    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. 

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  • Justin Federico
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    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.

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  • Justin Fleischmann
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    +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?
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  • Dwight Bussman
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    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.

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  • Josh Sheers
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    I can see accept the Ticket View section in Salesforce for viewing ticket comments, but is there a way to have a Ticket View within the case itself? Right now, someone would have to enter the case, find the Ticket ID #, then back out to the account to then find the Ticket in the Ticket Viewer.

    Just trying to put the Ticket View into the Case page states No Tickets Found.

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  • Dwight Bussman
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    Hi Josh,

    Unfortunately there's nothing like that at this time, but good feedback on a cumbersome workflow. I've not seen many customers who look into these cases directly and also use the ticket-views. Most of the folks with whom I've worked use the cases purely for reporting purposes and rely on the ticket-views for folks who look into tickets. Is there a reason the view-focused approach doesn't serve your needs? I guess I'm mostly curious why folks are starting in the Case, knowing that this may underscore my naiveté with various SFDC workflows...

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  • Josh Sheers
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    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.

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  • Dwight Bussman
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    Thanks for clarifying - that makes good sense. I will make sure our Product team is aware of this use-case/feedback.

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  • Noor Fazli
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    Dwight Bussman,

    Can you please help us in our production issue, where there was an issue with the account and further logging was added by Zendesk Engineer. What are next steps. Can you please help.

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

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  • Justin Fleischmann
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    Dwight Bussman Thanks for your response, this is puzzling to me too. Let me know what you hear back from the Developers about points 2 & 3.

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  • Schuyler Weinberg
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    Has anyone else faced the issue of the trigger in Zendesk not being automatically created? I've searched in active and inactive triggers and do not show this trigger added to my Zendesk Sandbox account.

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  • Dwight Bussman
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    HeyO Schuyler

    If the trigger (or target) was deleted from within your Zendesk account, we've seen an issue where they would not be re-created upon reconnection. Please reach out Support to look into whether this is what's happening in your case.

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