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Zendesk tickets fail to sync into cases in Salesforce

Dwight Bussman
  • Edited
Zendesk team member

Issue Symptoms

I followed the instructions in Setting up Ticket Sync from Zendesk to Salesforce, but cases aren't being created or updated in Salesforce.

Resolution Steps

  1. Open Admin Center and verify if the ticket sync is enabled.
  2. Check if the (Salesforce Integration) Sync tickets to Salesforce trigger is active.
  3. If ticket sync is enabled and the trigger is active, you should see an entry within the event view after creating or updating a ticket:
  4. If you see the entry, turn on the Salesforce logs (instructions below). If you don't see this type of event in your tickets, review Setting up Ticket Sync from Zendesk to Salesforce.

To run the Salesforce logs

  1. Log in to Salesforce using an Administrator account.
    Note: This does not need to be the same account used to authenticate from Zendesk to Salesforce. It can be any Salesforce Administrator.
  2. Go to Setup > Environments > Logs > Debug Logs and create a new User Trace Flag with the details listed below.
    • Traced Entity Type: User.
    • Traced Entity Name: Select the user used to authenticate from Zendesk to Salesforce (This is the user used to login to Salesforce after clicking Connect in Central admin).
    • Start Date: Current Datetime.
    • End Date: Current Datetime plus 30 minutes.
    • Debug Level: You can use any existing debug level as long as it has at least “DEBUG” for Apex Code and System.

  3. Click Save. You can now start debugging.
  4. Create a ticket in Zendesk that meets the conditions of your trigger to push to Salesforce as a case.
  5. Check the events of the ticket to be sure the trigger (Salesforce Integration) Sync tickets to Salesforce fired and you see Message pushed to target.
  6. Switch back to Debug Logs in Salesforce and refresh the page.
  7. Look for new entries with Request-type: API  and Operation: /services/data/v45,9/components/sobjects. Depending on the level of activity in your Zendesk, there may be multiple entries. Filter through the entries to identify the correct one.
  8. Click View to open the log.
  9. Look for Validation Fail or Required field missing messages, as these prevent the case from creating in Salesforce.

If there is no log available, this might indicate the following:

  • The User Trace Flag had the incorrect user in the Trace entity name.
    To find the user who authenticated that connection to SFDC, go to Connected App Oauth Usage and click on the user count value.

  • The trigger/target doesn't reach your SFDC instance. 
    To make sure they are connected properly, open a new incognito window browsing session and return to Admin Center. Once there, disconnect the Salesforce integration and then reconnect it. When reconnecting to log into SFDC as a System Administrator, insure full access to the necessary fields/objects.

If the above steps don't help to identify the cause of the issue, contact the Zendesk support team with the ID of the ticket created.

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11 Comments

  • Lena Gainulina

    Hi Dwight, thanks for a great article. I'm getting these logs each time I trigger the ticket sync:

    15:37:33.0 (635763)|EXECUTION_STARTED
15:37:33.0 (641186)|CODE_UNIT_STARTED|[EXTERNAL]|Flow:Case
15:37:33.0 (973255)|CODE_UNIT_FINISHED|Flow:Case
15:37:33.0 (984935)|EXECUTION_FINISHED

    I assume that in this case no error has been recorded, right? However, no new cases are created. Am I supposed to get an error log if not all required case fields are mapped?  

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  • Dwight Bussman
    Zendesk team member

    Glad you liked the article. I dig your profile pic (The Great Bathtub Wave off Kanagawa?)... I have a long and amusing-mostly-just-to-me story about almost getting to see the original painting a few different times when my wife & I were traveling for our honeymoon, but that's for a different time...

    If you're seeing this but cases still aren't being created, this sounds likely to be a permissions issue somewhere within Salesforce.

    In order to dig into this more closely, I'm going to raise a ticket and reach out to you therein to get some account-specific information.

    Dwight B. | Customer Advocate | support@zendesk.com

    Zendesk Experience Research Panel

    1
  • Fred Thomas

    Hey Dwight Bussman,

     

    Hope you are well! I am trying to debug a strange issue where only tickets created in Zendesk via Salesforce, don't sync back to Salesforce as a case. This stopped working around May 5th (Happy Cinco De Mayo).

    Wondering if there have been any changes to the integration recently that may be contributing. I've re-connected the integration to ensure proper auth. Salesforce logs don't contain any activities for any of these tickets. Other tickets sync back to SF as intended and do show in logs. Any thoughts??

    Best,

    Fred

    0
  • Dwight Bussman
    Zendesk team member

    HeyO Fred,

    I see that you also raised a ticket about this matter which is definitely the right way to go. I'm going to reach back out to you from within that ticket to continue troubleshooting this more privately. I'll loop back here if there's a more general lesson to bring to the larger group about this failure.

    Dwight B. | Customer Advocate | support@zendesk.com

    Zendesk Experience Research Panel

    0
  • Pranav Lal

    Hi Dwight, 
    I am facing a very strange issue. 
    The connection seems to be established but not all Zendesk tickets are flowing in. 
    I followed all the steps outlined.
    Very few are getting in and most tickets are not flowing in as Cases. 
    The tickets which I manually create in Zendesk always come over. 
    I have also filed a support case - but no one has gotten back to me. 
    This is really impacting our lead funnel and we need to resolve it ASAP. 
    Can you help? 

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  • Dwight Bussman
    Zendesk team member

    Hi Pranav. I will look into why your ticket hasn't yet gotten a response and have someone reach back out to you therein.

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  • Fred Thomas

    Hey Dwight Bussman,

     

    I am waiting to hear back in the ticket I submitted but have not received a response yet. I am also unable to view in my activities for some reason. Can you please kindly check the status for me please? This is quite urgent.

     

    Thanks!

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  • Dwight Bussman
    Zendesk team member

    Hi Fred

    I replied to you in that ticket on Tuesday, but the email address from which it was opened isn't the same one from which you're posting here - they are similar, but not identical. I'll try changing the requester to your current email address from which you're logged in here and see if that gets through to you.

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  • Camille Dawas

    Hi Dwight,

    I'm also having this issue that select tickets do not sync properly. In some cases, the ZD tickets will sync into Salesforce but will stay open because it does not update the ticket to Solved/Close when it was already updated on ZD side.

    I have followed the troubleshooting guide and checked the tickets' events, it's triggering the sync.

    I have raised a ticket to support but haven't got a response yet.

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  • Reuven Shelef

    Hi Dwight Bussman,

    Generally, tickets are being synced from ZD to SFDC, however some fail to sync. I'm seeing a few types of failures currently:

    1. Temporary failures with cryptic error messages , meaning the ticket fails to sync, and then syncs successfully after about 1min. Examples:

    Ticket #8245 failed to sync
    zis:salesforce:action:zendesk.get_recordState(Ticket.Get) Error:: Post https://snyk.zendesk.com/api/services/zis/actions/zendesk/get: EOF
     
    Ticket #8261 failed to sync
    zis:salesforce:action:salesforce.searchState(Requester.SearchByDefaults) Error:: Post https://snyk.zendesk.com/api/services/zis/actions/salesforce/search: EOF
     

    2. Fatal failures with cryptic error messages, meaning the ticket doesn't sync. Example:

    Ticket #8157 failed to sync
    zis:salesforce:action:transformState(Ticket.CreatePayload) Error:: invalid character 's' in \u hexadecimal character escape

     

    3. Tickets fail to sync due to the Description field being too long. Example:

    Ticket #8146 failed to sync
    Fail State with Cause: STRING_TOO_LONG :: Description: data value too large: [.......]
     
     
    Please advise?
     
    Thanks,
    Reuven.
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  • Dwight Bussman
    Zendesk team member

    HeyO Reuven Shelef

    Thanks for reaching out about these. Here's what I know about each of these 3 

    1. EOF errors like these are a bug that our devs are already actively looking into. It looks like you've already got a ticket that's attached to their ongoing investigation so you should be informed as they determine a cause (and ultimately release a fix).

    2. "invalid character" errors - that's one I've not seen before. I'm going to work with you in your open ticket to dig into this and we can report back here if we find something useful.

    3. This looks like a field-limitation on the SFDC-side: the Description field in the case object is capped at 32k characters, so any ticket created where the first comment exceeds that length will never be able to sync (description is set at creation and cannot be changed). I'm raising a new bug report so that our Devs can hopefully implement some truncation logic to handle this more gracefully.
    0

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