How to resolve accounts that fail to sync from Salesforce to Zendesk

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  • Nevena Imetska

    Hi @...

    I have one question related to a failed ticket sync. This is  the error and the issue seem to be for just this one.

    Ticket #--- failed to sync
    Fail State with Cause: INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY :: insufficient access rights on cross-reference id: 001----------
    The cross reference ID suggests that this is an account record, but  I cannot find such account id in our salesforce, our sharing model is public Read/Write on Accounts. I checked the names of the organization in Zendesk  and the correspnding account name in Salesforce and they match as well as the related contact. 
    In our current sync settings the option to populate the zendesk organisation external id is set to true. Can you please advise on the  possible reason for this error and how to resolve it.
    Thank you,
  • Dwight Bussman
    Zendesk Customer Care


    Thanks for that information. This sounds like an issue for which a deeper investigation is in order. I'm going to reach out to you in a ticket to continue this conversation privately once I've had a chance to look through our back-end logs. Thanks for bringing this to our attention.

  • Ivy Gilbert

    Hi Dwight,
    We are experiencing syncing issues with the specific error message below. Can you please offer troubleshooting help?

  • Dwight Bussman
    Zendesk Customer Care

    HeyO @...

    Thanks for reaching out on this. This one seems like a good case for our Support folks to dig into more closely. If you haven't already, I'd recommend reaching out to them as documented here: 



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