Known issues and troubleshooting

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  • Ari Hietamäki
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    My connection work fine and will sync to zendesk if object is updated. How initial bulk sync can be done?

  • Brett - Community Manager
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    Hey Ari,

    There's no bulk sync in the new integration, however, you may want to take a look at the following article on How to Sync Many Accounts/Contact/Leads At Once

    I hope this helps!

  • Lena Gainulina
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    Hi, I have two questions concerning ticket sync configuration.

    1. How can I check, what Salesforce case fields are mandatory?
    2. What if there are no corresponding Zendesk fields that match them?
  • Dwight Bussman
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    HeyO Lena,

    As I understand it, fields can be marked as required in a few different ways within Salesforce, so question 1 should really be directed to your Salesforce System Administrator who'd be more familiar with field-requirements for your specific workflow.

    As for question 2, our article on Setting up Ticket Sync covers this point:
    "You must map all required Salesforce Case fields. If a required field is not mapped, the sync will fail."

    Much as that sounds a bit harsh, this is how field requirements work within the Salesforce API, so please be sure that you've got those required fields covered. If you're having trouble getting cases to sync, our Support team would be happy to help troubleshoot what might be causing this.


  • Jason Fouchier
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         My integration was working fine until yesterday all the fields were mapped and syncing as they should. At some point yesterday the integration "broke", now it says that all the Salesforce fields I was mapped to are no longer accessible, or have been deleted. The confusing part for me is that I am the System Admin  for both Zendesk and Salesforce and there has been no access changes on my production version of Salesforce. Furthermore, when I look for the fields in Salesforce, they are still there exactly how they were before this issue. I did try changing the accessibility of some of the fields without any luck. I then tried disconnecting and reconnecting to Salesforce using the new managed package, but that didn't solve my issue either. Any ideas or paths I should head down would be greatly appreciated.



         Jason Fouchier 


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