Zendesk tickets fail to sync into cases in Salesforce

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7 Comments

  • System

    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 Customer Care

    HeyO @... - 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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  • Craig Chiofalo

    Hello @..., 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 Customer Care

    HeyO @...

    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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  • Craig Chiofalo

    thank you @...

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  • Durham Barnes - Super Soccer Stars

    @... & @...

    How can I truncate tickets to less than 32k char's before the integration trigger syncs tickets to salesforce?

    Did either of you solve this issue?

    1. 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 Customer Care

    Greetings @...

    Our Developers have indicated that this truncation is something they're going to look into, but they don't have the resources to tackle it in the near future.

    As for the best way to tackle this truncation yourself, well that would depend on how those tickets were getting created. If they're coming via email through an external support address, perhaps that system could truncate the message itself before it's sent along to Zendesk. Similarly if they're being created via an integration/the API, I've seen cases where systems handle the truncation prior to generating the payload that gets pushed over. 

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