Setting up Ticket Sync from Zendesk to Salesforce

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37 Comments

  • Jon Shidler

    I'm having the same issue Reuven Shelef is mentioning above.  When we try to configure ticket sync and click Save, nothing is happening.  He mentions case 10521639.    Is there something we can do to resolve this or do we have to raise a ticket?

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  • Dwight Bussman
    Zendesk Customer Care

    Jon Shidler
    Generally I'd say raising a ticket is the quickest way to get that sorted out, but here is something to check in the meantime:

    I've seen cases where various sync settings (ticket/account/contact) fail to save because a field is still mapped but has been deleted/deactivated (either on the SFDC side or the Zendesk side). When that happens, there should be a red warning message within the sync settings page. 

    Instead of deleting this field mapping, saving a different mapping over top of it is sometimes necessary to clear the missing field from the mapping table. We've not yet been able to isolate the specific cause as to why this occurs, but this workaround seems to work in most cases. After you've mapped something else in that line and successfully saved, you should be able to delete that superfluous mapping and save again to have the desired mappings.

    Note: you'll need to do that field-mapping the first time the page loads (after a refresh). If you try to click save while that invalid field is still present, it breaks the button until the page is reloaded.

    Hopefully this helps to resolve your issue. If not, please feel free to contact support and we'll take a closer look.

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  • Justin Federico

    Our ticket sync was disabled for some reason on 10/31/22. There were no alerts to any issue or any notification that the sync was disabled. Are we to get alerted (by email or otherwise) when the data sync fails for any reason?

    Once the sync was re-enabled, it started working as expected.

    This happened before with the Orgs/Contacts sync as well with no alerts.

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  • Dwight Bussman
    Zendesk Customer Care

    heyO Justin Federico - Sorry to hear about the sync disablement. Our team has definitely heard the feedback and hope to add such a notification in the future. Please stay tuned to our release notes (or following this Salesforce Integration section) to the so as to be informed when that's rolling out. 

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  • James Childs

    Looking at ZD to Salesforce integration, having read many documents I am still not clear as to whether two-way sync is possible?

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  • Dwight Bussman
    Zendesk Customer Care

    heyO James Childs

    Two-way sync is not possible using our integration at this time; sync pulls information from SFDC into Zendesk via the Account/Contact/Lead syncing. This is a feature our team is looking into/considering for possible future development.

    The only slight twist on this is that the Ticket Sync can create new Accounts/Contacts/Leads if no matching record is found. This option is found in the Ticket Sync Settings page:

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  • James Childs

    Thanks for confirmation.

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