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Setting up Ticket Sync from Zendesk to Salesforce



Edited Oct 17, 2024


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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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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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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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Thanks for confirmation.

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We have done the ticket sync. Here is our problem.Mostly our partners raise the tickets. Therefore the ticket is shown under the Organization of the partner. To map with the relevant customer; we have created a lookup field using the Organization object of Zendesk.This lookup field is not recognized through the sync menu. Therefore we have created a text field in zendesk and we are filling with the customer's name. This text field is recognized through the sync menu.We want to sync through a lookup field. Is this possible?We assume that your many customers have partner business models and they will have the same issue. How did they solve this problem?

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Dwight Bussman

Zendesk Customer Care

heyO Muhammet Hasan Güngör

Our ticket processes rely on the requester of the ticket being set to the relevant user. A ticket is given an organization based on the organization of its requester. If partners are raising tickets where they are set as the requester, those tickets will have their organization.

This also extends into those tickets syncing over into SFDC Cases: our integration tries to relate the case record to a Contact based on its requester, and to an Account based on its organization. 

Our ticket sync doesn't currently support syncing lookup fields. I'm reaching out to our documentation team to see that limitation is reflected in this article. 

In terms of a workaround, I've seen some customers implement custom-code on the SFDC side to look at a synced case-field and re-link the Case to a different contact/account based on that value.

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Hi Dwight,

Thanks for the answers. We started to integrate on 17.03.2023.

Is it possible to mass upload or sync the cases opened before 17.03.2023 to SFDC?

Thanks,

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Dwight Bussman

Zendesk Customer Care

HeyO Muhammet Hasan Güngör

There are a few ways to update tickets created prior to a given date, but just so you're aware: any tickets which have already hit a closed status will need to be migrated manually as closed tickets cannot be updated to have triggers fire. 

For any tickets which have not yet closed, I recommend either bulk-updating them manually: 
https://support.zendesk.com/hc/en-us/articles/4408886890906-Managing-tickets-in-bulk 

or creating a custom automation which could check for the presence of a tag like "already_synced_to_sfdc": if the tag isn't already there, the automation adding it could trigger the ticket syncing to salesforce.

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Is this normal? I don't know what to do to get this to populate.
 



 

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Dwight Bussman

Zendesk Customer Care

heyO Everett Cavazos - there isn't anything else that should go in that spot, so I can see how that would be confusing. 

In the Requester matching section below, you can see an option to choose between Contacts & Leads

but the Organization matching section doesn't have any such choice. 

I'm going to raise this to our team to have that removed to avoid confusion. Thanks for mentioning that.

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