Note: The Integrations log feature is an open beta. It is available to all administrators on the Team plan and above who have installed the Salesforce integration. Logs for more integrations are coming soon.
The Integrations log is available in the Admin Center and provides information about data syncing between Zendesk Support and your integrations. It allows you to check that the integrations are running successfully and identify any issues.
This article contains the following sections:
For more information about the integrations, see Salesforce integration resources.
About the integrations log
The integrations log lists activities in the last 7 days for the following integrations:
Salesforce
- Ticket sync: Synchronization of Zendesk tickets to Salesforce Cases when they are created or modified in Zendesk
Note: Support ticket creation and modification that happens in Salesforce is not included.
- Accounts to Organization sync: Synchronization of Salesforce Accounts to Zendesk organizations in Support when they are created or modified in Salesforce
- Contact to Users sync: Synchronization of Salesforce Contacts to Zendesk users when they are created or modified in Salesforce
- Leads to Users sync: Synchronization of Salesforce Leads to Zendesk users when they are created or modified in Salesforce
The log contains the following information for each activity:
| Column | Description |
|---|---|
| Date and time | The date and time the activity occurred in the viewer's specified timezone. |
| Product | The integration name |
| Status | The job status: info, warning, error, or debug |
| Description | A description of the event. For failed jobs, a message with error details is displayed |
Viewing the integrations log
You can view the integrations log in Admin Center. Activities can be filtered by date and time and by product or status.
To view the integration log
- In Admin Center, click the Apps and integrations icon (
) in the sidebar, then select Integrations > Integrations. Then click Integrations log
To filter the integrations log
- On the Integrations log page, click Filter and select the date and time in Start date, End date, Start time, and End time.
- (Optional) Specify a product or status.
- Click Apply filters.
To view details of a log entry
- On the Integrations log page, click on any row to open the details panel with more information.
Future enhancements
Future enhancements to logging will include the following features :
- Exporting logs
- Keyword search
- Subscribing to alert notifications
11 Comments
I love this functionality! It will be nice when there is more useful data in there. How do I tie the account # given in the Description column to the Zendesk organization or the Salesforce account? I have searched the UI in Zendesk, checked the reports I can download on organization data and Salesforce. What am I overlooking?
This is great to be able to see these logs. One feature I'd like to see is a better UI for this. Perhaps a timeline view where you can drill in on the success/failures to get the specific details. It would also be nice to be able to setup an alert where you can get an email if there is a number of failures over a certain time period.
Melody Quinn - the Account # given in those logs for account-syncing should correspond to the account's record-ID in salesforce, so for this log event:
I can find this account-id in the URL bar of my browser when viewing a given SFDC account:
It should also be possible to access via the API directly, or through reports filtered based on that ID
Another feature request on this integration. I just discovered that our organization sync was turned off, due to a SFDC permission change. Can we get a feature where an email goes to the user if this sync is deactivated for some reason? Below was the error we saw on the integration.
+1 to being able to export logs (I see it's a "Future enhancement"). Can't wait! Thank you!
Is there a list that describes what each of the descriptions are. When I see the failed attempts I'd like to know a little more detail in the error description. Mainly if the error is coming from Salesforce or from Zendesk.
Hi Adam,
I'm not aware of a list of these various descriptions, but that'd be a good thing to build. Generally we're trying to have the description contain enough context to stand on its own, but there are some (such as the "database collision" error in that screenshot) where that doesn't seem we're quite there in terms of the error we're surfacing.
If you've already reached out in a ticket about this, I'll dig into this further and reply therein. If not, I may have our team create a ticket to investigate and discuss specifics of this case with you directly.
Thanks for calling this out.
Hi Dwight,
I wanted to support Adam, Naomi, and Mandy's comments above. I would find exporting, email notification when integration is disabled, and a dictionary of failure Description explanations very helpful.
On this last note, I wanted to add that besides "Fail State with Cause: Database collision", there are a handful of other Description messages that need additional detail. Three additional examples are:
TransformState(Contact.Transform) Error:: Post https://XXX.zendesk.com/api/services/zis/transform: EOF
LoadLinksState(Account.LoadLinks) Error:: Get https://XXX.zendesk.com/api/services/zis/links/salesforce?left_object_name=salesforce-organization-id%XXX%2Faccount-id%XXX&link_type=organization_and_account: net/http: request canceled while waiting for connection (Client.Timeout exceeded while awaiting headers)
CreateLinkState(User.CreateLink) Error:: Post https://XXX.zendesk.com/api/services/zis/links/salesforce: net/http: request canceled while waiting for connection (Client.Timeout exceeded while awaiting headers)
While the descriptions allow for some inference on where in the user creation process it failed, having information on how to fix this would be incredibly helpful!
I'll be putting in a ticket about this too in order to engage on our specific cases. Thank you!
An update on the EAP of the Salesforce Integration logs
Thanks to everyone who has been in this EAP and passed on incredibly valuable feedback. We have used your feedback and requests to shape future improvements to logging and are working hard to make these available.
This EAP will officially be closing later this week, as we release another version of logging. You will see some usability improvements, such as more detailed logging and a slight change to the current filtering (Salesforce Integration logs will no longer be have a filter by feature).
This new logging release allows us to expand to supporting other integrations, such as Shopify which will be available soon.
Our roadmap for logging currently includes:
- real time notifications
- export
- keyword search and additional filtering
What do you need to do?
You don't have to take any action for this switch. We will make an update on this page when the changes to logging are released in the coming days, and this article will be updated accordingly.
The real-time notifications will change my daily routine for the better! I am looking forward to this functionality!
Will app developers be able to write events to this log based on what their application does? Is there an API of some kind available (or planned to be available) in the future?
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