Zendesk tickets fail to sync into cases in Salesforce

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16 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

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  • 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

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  • 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

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  • 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.
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  • Lakshmi Prasath

    The Zendesk tickets are not syncing again to salesforce Account object. It was working fine until 2 weeks ago. please help

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  • Dwight Bussman
    Zendesk Team Member

    HeyO Lakshmi Prasath - please contact customer support as documented here https://support.zendesk.com/hc/en-us/articles/360026614173-Contacting-Zendesk-Customer-Support if you'd like to get help with an issue 

    I'll check to see if you've got any open tickets to discuss this issue and if so, will confirm that they're in the right place to get help.

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  • Cchiofalo

    Hello Dwight Bussman, checking the status of this....

    We are still experiencing this issue which means our reporting between the two systems is not alike and field teams are not able to view ticket details as a result of the sync failure for tickets exceeding the 32k character limit.  Thanks

    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.

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  • Dwight Bussman
    Zendesk Team Member

    HeyO Cchiofalo

    Thanks for the heads-up on this; you're exactly correct: this is due to a field-length limitation on the SFDC-side. Because description is fixed after ticket-creation, any ticket with an initial comment that exceeds this length will never sync. I've raised a bug ticket to our Developers to look into how this could be handled more gracefully on our side (likely through similar truncation). 

    Until a long-term fix for this is released on our side, truncating to 32k chars prior to ticket-creation is going to be the best way to insure tickets sync to cases successfully. It should also be possible to re-import existing tickets whose description field values are too long using the API: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_import/ , removing the old ticket after a new one is created with a truncated description.

    Hopefully this helps to resolve this issue for you

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  • Cchiofalo

    thank you Dwight Bussman

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