Note: The integration log feature is in EAP. It is available to all administrators on the Team plan and above who have installed the Salesforce integration.
The Salesforce integration log is available in the Admin Center and provides information about data syncing between Zendesk Support and Salesforce. It allows you to check the integration is running successfully, and also identifies any issues to be resolved.
This article contains the following sections:
Related information:
About the Salesforce integration log
The Salesforce integration log lists activities in the last 30 days for the following Salesforce integration features:
- Ticket view: Support tickets created or edited in Salesforce
- Ticket sync: Synchronization of Zendesk tickets to Salesforce Cases
- 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 |
| Feature | The integration feature name |
| Status | The job status, either succeeded or failed |
| Description | A description of the event. For failed jobs, a message with error details is displayed |
Viewing the integration log in Admin Center
You can view the integration log in Admin Center. Activities can be filtered by date/time and by feature or status.
To view the integration log in Admin Center
- In any product, click the Zendesk Products icon (
) in the top bar, then select Admin Center. - Click the Integrations icon(
) in the left sidebar, then click Configure under Salesforce. - Click Settings in the left sidebar, then select View Salesforce logs.
- To view the log in a specific date/time range, select the date and time in Start date, Start time, End date, and End Time.
- Select the Filter drop-down menu, then select an option under feature or status to filter log events.
- Click the filter tag to remove the applied filter, or click Clear filters to remove all filters.
Future enhancements
Future enhancements to logging will include the following features :
- Exporting logs
- Creating a ticket from a log
- Subscribing to alert notifications
8 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!
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