The Zendesk for Salesforce integration provides one-way data sync from Salesforce to Zendesk Support. This article describes how to set up two types of data sync:
- Salesforce accounts to Zendesk organizations — Zendesk organizations in Support are automatically created and updated when Salesforce accounts are created or modified.
- Salesforce contacts or leads to Zendesk users — Zendesk users in Support are automatically created and updated when Salesforce contacts or leads are created or modified.
Related articles:
Understanding the data sync process
A data sync is triggered when a mapped field is updated in an existing Salesforce record, or a new record is created. Any unmapped fields that are updated do not trigger the sync.
When a Salesforce record is created or changed, the syncing process determines whether to create a new record or update an existing record in Zendesk Support. This is done by comparing field values based on the defined criteria.
Once a successful match of existing records has been made, or a new record has been created in Support, the Salesforce and Support records are linked. This means that subsequent updates to the record in Salesforce don't use matching criteria but instead update the linked record in Support.
If more than one matching result is found, the sync cannot determine which record needs to be updated. Because this is a background process, the ongoing sync won't update records and logs an unsuccessful sync event.
If a Salesforce user updates a mapped field indirectly through a Salesforce flow, sales process, or Apex trigger, the field may not sync to Zendesk if the user who triggered the indirect update does not have edit permission to the mapped field.
A sync is triggered to Zendesk when records are created or updated to a mapped field using the Salesforce API.
Because data syncing is one-way, any changes applied in Zendesk are not reflected in Salesforce.
Salesforce accounts to Zendesk Organizations sync
The Salesforce account to Zendesk organization sync is a one-for-one sync that uses account name to organization name for matching records by default. However, not all Salesforce implementations adhere to this rule. If you have duplicate account names, you can change this to another unique account field. This might not be a suitable feature if you don't have unique account fields.
This data sync has the following limitations:
- Data sync consumes Salesforce streaming API governor limits. For example, if you have a large amount of data to be synced, this exceeds the governor limit, and data may not sync.
- Salesforce Person accounts are imported as Zendesk Organizations. If you'd prefer a Salesforce Person account to be added as a Zendesk user, you can perform a bulk import of users or use the Create user API with Salesforce-specific information.
Salesforce contacts or leads to Zendesk users sync
The sync from Salesforce contacts or leads to Zendesk users is one-for-one, based on unique email addresses. However, not all Salesforce implementations adhere to these rules, so consider whether this feature suits your needs.
This data sync has the following limitations:
- For security reasons, data sync will not sync a Salesforce contact to a Zendesk user if the Zendesk user is an agent or admin.
- Data sync consumes Salesforce streaming API governor limits. For example, if you have a large amount of data to be synced, this exceeds the governor limit, and data may not sync.
Setting up a data sync
Setting up a data sync requires several tasks in Salesforce and Zendesk Admin Center.
To set up data sync for your integration
- Set up the Zendesk for Salesforce integration.
- Configure Salesforce API settings and permissions for syncing.
- In Admin Center, configure sync settings for Salesforce accounts to Zendesk organizations and Salesforce contacts or leads to Zendesk users.
Configuring your Salesforce API settings and permissions
Before setting up a data sync, some Salesforce APIs settings and permissions must be enabled for data sync to be successful. The information in the following procedures is described for the Salesforce Lightning edition.
To enable the Salesforce API
- On the Salesforce Setup page, select Administration > Users > Profiles.
- Select System Administrator or the authenticated user's profile.
- Click System Permissions and select the API enabled
checkbox.
To set streaming API channel permissions
- On the Salesforce Setup page, select Administration > Users > Profiles.
- Select the user profile of the admin setting up the integration.
- Click Object Settings > Streaming Channels, and under
Object Permissions, select the Read checkbox.
To set PushTopic permissions
- On the Salesforce Setup page in the left sidebar, select Administration > Users > Profiles.
- Select the user profile of the admin setting up the integration.
- Click Object Settings > Push Topic, and click Edit.
- Under Object Permissions, select the Read checkbox, and click
Save.
To enable Streaming API
- On the Salesforce Setup page in the left sidebar, select Platform tools > User Interface > User Interface.
- Under Setup, select the Enable Streaming API checkbox.
Configuring Salesforce accounts to Zendesk Organizations sync
The following procedure explains setting up a sync so Zendesk organizations in Support are automatically created and updated when Salesforce accounts are created or modified.
To configure Salesforce accounts to Zendesk organization sync
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations > Integrations.
- On the Integrations page, click Salesforce.
- Click the Data sync tab.
- In Accounts to Organizations sync, click Configure.
- Select the Enable syncing checkbox, and configure the settings for which accounts and account fields are synced to Zendesk.
- In Sync filtering, configure conditional filters to define which Salesforce accounts are synced to Zendesk. For more information, see Understanding sync filtering.
- In Matching criteria, set the criteria for matching Salesforce accounts to Zendesk organizations. For more information, see Understanding matching criteria.
- In Field mapping, map which Salesforce account fields you want to populate with the Zendesk organization field. For more information, see Understanding field mapping.
- In Synced organization mapping, you can choose to map the Zendesk
organization to a Salesforce account. Select any standard or custom
Salesforce account field. This one-way sync is useful for displaying a
Zendesk user linked to a Salesforce account. Note: This mapping field is a place for Zendesk to send the Organization ID. Choose a field where you'd want to see this data written. It will overwrite any information that might have been there previously. The Salesforce integration only writes the Organization ID into the synced organization mapping field on the first successful sync. Subsequent syncs do not populate this field within Salesforce.
- In Zendesk external ID, select the checkbox if you want the external
ID to populate the Zendesk organization external ID field. This can only be
set to the Salesforce Account ID. Note: Any existing external ID values are overridden and cannot be reverted. This may impact other applications that rely on this field. This change is only applied when you click Save.
- Click Save to save your configuration. Confirmation of saved settings is displayed.
Configuring Salesforce contacts or leads to Zendesk users sync
The following procedure explains configuring a sync so Zendesk users in Support are automatically created and updated when Salesforce contacts or leads are created or modified.
To configure Salesforce contacts or leads to Zendesk user sync settings
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations > Integrations.
- On the Integrations page, click Salesforce.
- Click the Data Sync tab.
- In Contacts/Leads to User sync, click Configure.
- Select the Enable syncing checkbox, and configure the settings for which contacts or leads and associated fields are synced to Zendesk.
- In Sync Type, select if you want Zendesk users to be created based on Salesforce contacts or leads. Note that you can only select one.
- In Sync Filtering, configure conditional filters to choose which Salesforce contacts or leads accounts are synced to Zendesk. For more information, see Understanding sync filtering.
- In Matching criteria, set the criteria for matching Salesforce contacts or leads to Zendesk users. For more information, see Understanding matching criteria.
- In Field mapping, map which Salesforce contact or lead fields you want to populate with Zendesk organization field. For more information, see Understanding field mapping.
- In Synced user mapping, you can choose to map the Zendesk user to a
Salesforce contact or lead. Select any standard or custom Salesforce contact
or lead field. This one-way sync is useful for displaying a Zendesk user
linked to a Salesforce contact or lead.Note: This mapping field is a place for Zendesk to send the User ID. Choose a field where you'd want to see this data written. It will overwrite any information that might have been there previously. The Salesforce integration only writes the User ID into the synced user mapping field on the first successful sync. Subsequent syncs do not populate this field within Salesforce.
- In Zendesk external ID, select the checkbox if you want the external
ID to populate the Zendesk user external ID field. This can only be set to
the Salesforce Contact ID. Note: Any existing external ID values are overridden and cannot be reverted. This may impact other applications that rely on this field. This change is only applied when you click Save.
- In General options, select the Send welcome email checkbox to send a welcome email to new users in Support. For more information, see Customizing the welcome email and the account verification email.
- Click Save to save your configuration. Confirmation of saved settings is displayed.
Understanding sync filtering
In the Data Sync > Sync Filtering section, you can filter which Salesforce accounts are synced to Zendesk or choose which Salesforce contacts or leads accounts are synced to Zendesk. You can control the sync by building conditional statements. If no filters are set, all accounts are in scope for syncing.
To create a sync filter condition, specify the field, the operator, and the value:
- Meet ALL of the following conditions: All conditions added to this section must be met to include the Salesforce record in the sync.
- Meet ANY of the following conditions: One or more conditions in this section must be met to include the Salesforce record in the sync.
Sync filtering has the following rules:
- All values are case-sensitive.
- Multiple values in a condition can be separated by a comma with no spaces.
- When using a Salesforce picklist field in the sync filter, the value must be the API name of the picklist options.
- The Account Record Type field in Salesforce is not supported.
- When a checkbox type field is used as a condition, enter a true or
false value.
The following Salesforce fields are not supported for filtering:
- Formula field
- Lookup field
- Long text area field
- Currency fields
Understanding matching criteria
In the Data sync > Matching criteria section, the criteria is set for matching Salesforce accounts to Zendesk organizations, or Salesforce contacts or leads to Zendesk users. When a record in Salesforce is created or changed, the syncing process checks whether a new organization or user record in Support should be created, or an existing organization or user record should be updated. This is done by comparing the values set in the matching criteria that you set. When a match is found, the corresponding fields are updated according to your field mapping settings.
The options in the Zendesk field drop-down vary according to the type of field you select in the Salesforce drop-down. Standard and custom fields are supported for matching.
Note:
- Only one matching criterion is supported.
- If more than one matching result is found, the sync won't be successful since it can't determine which record needs to be updated. In this case, ongoing sync won't update records and logs an unsuccessful sync event.
Understanding field mapping
The field mapping sections enable Salesforce fields to be mapped to Zendesk fields. Every Salesforce account, contact, or lead field should be mapped to a standard or custom Zendesk field. Mapped fields are updated during the sync.
The Salesforce data is the "source of truth" for mapped fields. If a mapped Zendesk field contains data upon sync, it is overwritten with the Salesforce data. If you don't want to overwrite data in Zendesk, don't map the field. The Tags, Email, and Phone fields are exceptions. These fields are appended with Salesforce values upon sync. Salesforce email addresses added to Zendesk during sync are added as secondary addresses.
When a multi-picklist Salesforce field is selected for mapping, a Mapped values link is displayed. The link opens a window to map multiple Salesforce fields to Zendesk fields.
In this instance, avoid mapping multiple Salesforce fields to a single field in Zendesk. Otherwise, only the last Salesforce field mapped will be synced.
The following Salesforce fields are not supported for mapping:
- Text area (long)
- Text area (rich)
- Text area (encrypted)
- Lookup field — Salesforce lookup fields cannot be mapped to Zendesk because the lookup fields values are stored in a related Salesforce object
- Record type ID
Salesforce accounts to Zendesk organizations field mapping
In Data Sync > Accounts to Organizations sync, the Field mapping section maps the Salesforce account fields you want to populate with Zendesk organization fields. This controls which field in the Salesforce account record is synced as its related organization name. By default, this is set to Account Name to Organization Name.
The drop-down options in the Zendesk field vary according to the type of field you select in the Salesforce drop-down. The following table shows which Salesforce field types can be mapped to Zendesk field types.
Salesforce field type | Text |
Drop-down |
Decimal |
Checkbox |
Date | Numeric |
ID | ✓ | |||||
String | ✓ | |||||
Phone | ✓ | |||||
Picklist | ✓ | ✓ | ||||
Currency | ✓ | ✓ | ||||
Boolean | ✓ | ✓ | ||||
Checkbox | ✓ | |||||
Date/Time | ✓ | ✓ | ||||
Number | ✓ | ✓ | ||||
Double | ✓ | ✓ | ||||
Date | ✓ | ✓ | ||||
Multi picklist |
✓ | |||||
✓ |
Salesforce contacts or leads to Zendesk users field mapping
In Data Sync > Contacts/Leads to users sync, the Field mapping section maps Salesforce contact or lead fields you want to populate with Zendesk user fields. This identifies which field in the Salesforce contact or lead account record is synced as its related user. By default, field mapping is set to Email to Email.
The drop-down options in the Zendesk field vary according to the type of field you select in the Salesforce drop-down. The following table shows which Salesforce field types can be mapped to Zendesk field types.
Salesforce field type | Text |
Drop-down |
Decimal |
Checkbox |
Date | Numeric |
ID | ✓ | |||||
String | ✓ | |||||
Phone | ✓ | |||||
Picklist | ✓ | ✓ | ||||
Currency | ✓ | ✓ | ||||
Boolean | ✓ | ✓ | ||||
Checkbox | ✓ | |||||
Date/Time | ✓ | ✓ | ||||
Number | ✓ | ✓ | ||||
Double | ✓ | ✓ | ||||
Date | ✓ | ✓ | ||||
Multi picklist |
✓ | |||||
✓ |
Checking your data sync setup
Use the following checklist to help check your data sync is setup correctly:
- Ensure you have the correct Salesforce API settings requirements for the integration.
- Confirm you have only connected one Salesforce account to one Zendesk account.
- Sync filter: Confirm you aren't using unsupported Saleforce fields such as Formula Field and Lookup field.
- Sync filter: Confirm you're using the correct syntax in the sync filter values. These are case-sensitive and must exactly match the Salesforce field value. If you're using a Salesforce picklist field for filtering, the value is the API name.
- Sync field mapping: Check the field mapping includes Name to Name. This is mandatory because organizations can't be created in Zendesk without a name.
- Sync field mapping: If you added or removed Zendesk dropdown field options or Salesforce picklist options, you may need to remove and remap the field to resolve sync errors or add new options.
- When testing the sync, did you make updates to the Salesforce fields that are mapped to Zendesk? Sync is only triggered when a mapped field is updated.
- If you have Validate user phone numbers enabled on the End users page in Admin Center, Zendesk verifies that all phone numbers synced from Salesforce use a valid international E.164 format. To avoid phone number validation errors in Zendesk Support, format phone numbers using the E.164 format in Salesforce, which includes the plus sign (+). For more information, see Why do phone numbers synced from Salesforce lose their country code?
101 comments
talib raza
Hi, I am trying to set up Salesforce account-to-Zendesk user sync. Push Topic is not enabled in my org for the standard user profile. The Documentation refers to editing the Standard User profile, which is a standard Salesforce profile and can't be edited. Should I clone the Standard user profile? What name should the cloned profile have? Any other workaround?
0
Dwight Bussman
Talib - sorry for the confusing documentation. There's an open ticket with our docs team to clarify this better above. I believe it should refer to the profile of whatever user connected the integration (not necessarily the standard profile). Please let us know if this helps to clear things up. This article may help as well: Zendesk for Salesforce integration - Required profile permissions
0
Chad Susa (Gravity CX - Zendesk Partner)
Hello Everyone
I have a customer wanting to sync both Leads and Contacts from SF to Zendesk.
Considering they can only select one, does anyone have any best practices on how to work with this limitation?
Cheers, Chad
0
Dwight Bussman
HeyO Chad,
I'm not aware of a good workaround for this, but:
0
Justin Federico
Are there any known issues with syncing contacts to users and having "Allow users to belong to multiple organizations" enabled for customers?
I have seen that having two Orgs for the same user caused the sync to fail or not occur. I disabled the "Allow users to belong to multiple organizations" option and there is no issue.
When only one org is allowed the sync will update the org, if different in SFDC vs ZD, and all other mapped fields will sync as well.
Having two orgs caused none of the fields to sync even though one of the orgs matched SFDC. Maybe the matching org needs to be the default but I have not tested further.
0
Dwight Bussman
Justin -
For more information on the expected behavior when contacts belong to multiple accounts in SFDC and the "allow users to belong to multiple organizations" feature is enabled, please see Using the multiple organizations feature in the Salesforce integration
I believe what you're describing is intended given the context in that article. If you find behavior that doesn't align with that documentation, please let us know!
0
Permanently deleted user
We've hit a significant issue with SF data not flowing through to Guide's User Segments.
In SF we have an existing formula text field, which we need synced to a ZD dropdown field, so that the associated dropdown field Tags can then be used in the Guide User Segments. But I've read that these fields are a mismatch.
Is there a workaround to this?
I don't see why we can't set up the mapping so that an SF text value can be mapped to a known dropdown value? If it doesn't match, then ignore it.
Or, why we can't use text values in the User Segments?
0
talib raza
Chad - I think its because formula updates can't be used to trigger Process, Flow or platform event. Dendesk - Salesforce user sync work on platform events.
0
Dwight Bussman
While you're correct that updates to formula fields don't trigger sync events within the salesforce streaming API, they can be forced to do so using a workaround as documented here: How to initiate a sync from Salesforce based on a formula field update
I suspect Chad's issue is more to do with the field-types: that our integration doesn't allow the mapping of text-field in SFDC into drop-down (similar to a pick-list) in Zendesk. This seems to be a deliberate omission on the part of our developers to insure value mappings align which would only be possible with a pick-list on the SFDC.
0
Permanently deleted user
Dwight is correct.
We have existing SFDC fields which are obviously in use and will not be changed. It would be nice if ZD was able to better work with these fields. I don't see why a ZD dropdown field requires such strict association with an SFDC picklist?
This puts us at a significant disadvantage in Zendesk.
0
Amber Barnes
I'm having a bit of trouble with domain mapping. In Zendesk we have a number of organizations that have multiple domains associated with them. The data sync only allows for one to be mapped and will just overwrite vs add to the list.
Also, sync to domain allows for invalid formats. For example, we tested syncing SF account website sync we don't capture company domain and more often than not, the website domain matches their company email domain. We found that subdomain is NOT stripped from the url though and Zendesk will not associate users if it is in that format.
Not sure how to work around this. We could just not sync email domain but given we have many accounts and they are constantly being created, the manual upkeep is near impossible. Most SF contacts will be synced in the Contact Sync but we have plenty occurrences of non-contacts reaching out via email under their company domain.
Any potential solutions/workarounds?
0
Dwight Bussman
HeyO @...
While the data-sync only allows for the mapping of a single text-field, that field can contain multiple domains
for instance, this mapping in admin center:
and this field-value in SFDC:
results in this value in the org in zendesk:
As for the invalid-formats, you'll need to map a field that contains only the domain itself, not any of the surrounding https:// or trailing characters like /index.html - I believe the SFDC field may show that bare domain, but actually stores the full URL which includes invalid characters. You should be able to see what it's syncing over in the Salesforce Logs
In terms of a workaround, it may be possible to make a formula field which collects various other domain-fields (as we only allow you to map one). If you're going that route, I recommend this formula-field workaround to insure that changes to the formula field triggers a sync.
1
Amber Barnes
@... - We are going to use the formula field work around to strip subdomain from website, but that means we lose the ability to have multiple domains in a field as you suggested right? Pre-integration we would create and update organizations every time we added a new customer, and email domains need to be preserved (30k + orgs). This is information we don't capture in salesforce either. So just to confirm, there isn't a way in the integration to just ADD to the existing domain list in ZD, only over-write completely?
0
Dwight Bussman
@...
The architecture of our integration only allows for overwriting of a mapped field at present, but I'll definitely let our Developers know about the desire for such a feature. I also recommend writing in to request this in our Product Feedback Forums so that other folks can reply with workarounds or vote in support of this idea.
0
Jeff Callahan
When a Contact is sync’d from Salesforce and creates a new Zendesk User does the newly created ZD user receive an email notification?
0
Dwight Bussman
HeyO Jeff,
Per point 11 in the article above: the sending (or not) of a welcome email to a user created by the Contact sync is controlled by the "Send welcome email" checkbox within the Contact Sync settings under General Options. If the box is checked, a welcome email will be sent.
0
Maik Künnemann
Hi, we have an issue - if the Emailaddress of an Salesforce contact is changed, the address is not changed in Zendesk, the new address is added as secondary address to the contact. So the default one in Zendesk is still the old wrong address.
0
Dwight Bussman
Hi @...
Per our developers, this is the intended behavior of our integration, as replacing a user's default email identity can lead to access issues (among other things). Adding as a secondary identity is a safer move, even if it does require a bit of manual cleanup after the fact. If this behavior is frustrating to you, feel free to reach out in our product feedback forum so that our product team hears your feelings directly and can see how many other folks feel similarly.
Thanks!
0
Justin Federico
We are migrating data from one SFDC instance into another that has data sync configured to our Zendesk instance.
What is the expected behavior for accounts that are duplicated by sync from SFDC?
If duplicate accounts are merged within SFDC what would be the expected behavior in Zendesk?
0
Dwight Bussman
@...
It should not be possible to create truly duplicated accounts within Zendesk (i.e. two distinct organizations with the same name) because we enforce name-uniqueness within Zendesk.
That said, the matching criteria used to identify a sync-match can create organizations with very similar names.
The sync doesn't check the matching criteria until the record attempts to sync, so if one was matching based on account name = org name, and there were two records whose names aligned, but had never synced, changing the account name might create a "seeming-duplicate" - really - it's an account that tried to sync, correctly found no match, and so created a new org.
To avoid this, I generally recommend doing a one-time batch sync of accounts as documented here: https://support.zendesk.com/hc/en-us/articles/360041028094 to insure that all accounts have synced at least once. After an account has synced, subsequent name changes (or changes to the matching criterion, whatever it may be) are irrelevant, as the link/relationship between account & org has already been established.
As for merging - Zendesk doesn't have an analogous action to account-merging for organizations. When an account is merged, it is seen as an update to the account which is the "merge winner". This account would sync over to its corresponding organization, but the organization associated with the "merge source" (aka "merge loser" - the account that gets "removed" by the merge) would remain in zendesk and require manual cleanup. This is likely due to a limitation on the salesforce streaming API that merging accounts triggers an SFDC streaming API event only on the "winning" record, so there isn't a good way for Zendesk to know about the "losing" record to clean up the corresponding organization.
0
Ryan Russikoff
is there a way to sync ticket requester data from zendesk TO salesforce?
0
Dwight Bussman
The Ticket Sync functionality allows for the creation of Contacts/Leads if no matching record exists within SFDC:
but will not overwrite existing Contact/Lead data with user-data. When a Contact/Lead is created via this mechanism, mapped custom fields in the Data Sync page are brought over from Zendesk to the resultant Contact in Salesforce.
Additionally, some requester info (name/email address) is synced over into Case fields called:
Although this doesn't directly change Contact/Lead fields in Salesforce, it would be relatively low-effort to create custom logic (workflow process/apex trigger) within SFDC to take the case-field info and apply it to the Contact linked.
For information beyond those two pieces, I've seen some customers work up custom solutions where they send information in a Ticket field mapped to a Case Field, and then rely on a workflow within Salesforce to take that info from the Case and apply it to the matched Contact. This custom logic isn't something our integration was designed to do, but is definitely possible.
Hopefully that helps to answer your question!
0
Ad Astra Support
Is there a way to make custom organization fields read-only? Our agents need the ability to update SOME fields on the organization record, but not the mapped fields to Salesforce. Because of this, limiting their permissions to the entire organization record is not an option.
We have created custom Organization fields to sync to Salesforce and have noticed that agents may change the value of that field in Zendesk, rather than updating the record in Salesforce. The next time a sync is triggered from any of the mapped fields in Salesforce, it will update ALL of the mapped fields in Zendesk, so any outdated values that are lingering in Salesforce will override what is existing in ZD. This is becoming more problematic and seems that having the ability to lock custom fields to read-only would prevent this nuance from happening since Salesforce and Zendesk are only a one-way sync.
Does anyone have ideas?
1
Sabra
Hey Ad Astra Support! At this time, we don't have a way to make organization fields read-only, but I would recommend following this Feedback post: Make some Organisation fields uneditable to Agents
0
Ad Astra Support
Thank you Sabra, I gave my feedback on the post you suggested.
0
Steven Major
Hi Everyone,
Could you tell me if there is a time frequency setting that controls how often the interface syncs between the two softwares? I am not seeing anything off hand and am looking to decrease the time so it syncs more frequently.
0
Dwight Bussman
heyO Steven Major
The sync of individual records takes place whenever one of the mapped custom fields is changed on the Salesforce side.
If you'd like to sync a large number of records at once, I recommend this workflow.
0
Chen Shemer
Hi,
We used the Zendesk integration to sync ticket multiline fields to salesforce case text area fields. After Jan-24-2022 this sync stopped working.
We created a new field instead of the multiline field, but it can be mapped only to a simple Salesforce text field that has a limit of 255 characters. When the Zendesk field has more than 255 characters, the integration fails.
Do you have a solution for that?
1
Dwight Bussman
Hi Chen Shemer
I see you've raised a ticket with our Support team to discuss this as well. We can report back here if they're able to find a good workaround for that.
0
William Grote
Dwight Bussman
By the way thank for all you help in the past!
Ive been following this thread since I want to have certain 'sales lead' tickets that are from Messaging / Chat channel AI bot create a lead in SF so we don't have to do it manually - if the ticket is a sales inquiry ( just Name and email - possibly a few custom fields later )
Not sure if this is possible (or if its all or nothing, ie, every new request in ZD will create a lead/contact in SF, not just ones from certain tickets that are created from Chat/ Messaging) , but if it is possible, with either ticket view or ticket synching, that would be great,
I was trying to look at the settings you mention above in -Ticket Requester Matching - but I can't get to that option and the little 'action in process' icon is shown where the "install package" button should be, my settings look like this, any suggestions?
and if I go to Data Synch I see this
So something is askew - any ideas?
0