Configuring data sync from Salesforce to Zendesk

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88 Comments

  • Dwight Bussman
    Zendesk Customer Care

    HeyO William Grote

    In terms of tickets synced to SFDC to create Cases and the setting mentioned above for "create requester if no match" - that's an all-or-nothing for any ticket sent to salesforce its requester will try to create a contact/lead if no match is found. 

    That having been said, it is possible to be a bit more selective about which tickets get sent over to SFDC by modifying the trigger used to send those - by adding conditions to the trigger to only send certain types of tickets, this may be a way to tackle this. 

    I've also seen customers handle this on the SFDC side with some custom logic therein. They wanted to send over all their tickets, but only create the contact when certain things were true. They basically handled the contact-creation via a custom flow/workflow process, executing based on certain conditions related to case-fields. I'm afraid I'm not sufficiently well-versed in SFDC to give more specifics than that, but I know it's possible.

    As for the error message you're seeing, that sounds like a good reason to contact our support team directly so they can take a closer look. 

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  • Anika Rani
    Zendesk Product Manager

    We have made an important enhancement to the Salesforce Integration Contact sync feature, for syncing to multiple organization memberships.

    We now support the ability to sync both primary and secondary relationships to Zendesk organization memberships. In Salesforce you can have a Contact belong to multiple accounts (a primary account and multiple secondary accounts). These relationships can now both be reflected in Zendesk as Organization memberships. 

    We are rolling this out gradually over the next few weeks. If you are interested, please reach out to Zendesk Support to get access. 

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  • Yoram

    Hi,

     

    THis article needs to be validated.

    The menu items in Salesforce have changed and it is difficult to follow the setup

    -1
  • Dwight Bussman
    Zendesk Customer Care

    HeyO Yoram,

    I'd be happy to flag this article for checking by our documentation team, but I'd like to be sure we tackle the known issues as soon as possible. Was there a specific menu item that's called out which you know has changed? Thanks!

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  • Yoram

    Hi Dwight,

    In `general, all of the articles related to the integration should be validated, this is not the only article relating to SFDC that needs to be fixed.

     

    For example, in this article, 

    "https://support.zendesk.com/hc/en-us/articles/4408828539290?page=2#:~:text=Under%20Object%20Permissions%2C%20select%20the%20Read%20checkbox%2C%20and%20click%20Save." 

    This is now under "Administrative Permissions"

     

    THis is also wrong:

    https://support.zendesk.com/hc/en-us/articles/4408828539290?page=2#:~:text=Under%20Object%20Permissions%2C%20select%20the%20Read%20checkbox%2C%20and%20click%20Save. and it is under "Standard Object Permissions"

     

    Basically, SFDC changed the naming of their categories.

    I remember having some issues also with the other related SFDC integration articles, so I suggest validating them all.

     

    Thanks

    Yoram 

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  • Elisabeth Cleveland

    Will the new Zendesk Lookup fields be available for mapping with Salesforce in the near future? 

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  • Dwight Bussman
    Zendesk Customer Care

    heyO Elisabeth Cleveland

    I don't know for certain, but I doubt that Zendesk lookup fields will be made available to map (in the near or long-term), as the records they're looking up wouldn't have the same values as the records from Salesforce (the fields themselves would store a relationship with a Zendesk record-id that wouldn't be known in Salesforce).

    If that's a feature that would be of major use to you, I recommend posting that request in our Product Feedback forum so that other users could vote in support of it

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  • Kittipoom Wongfu

    Dwight Bussman
    How to mapping the Salesforce field with custom ZD field?
    I've create field "Employee" on Salesforce And "No of employee" on ZD.
    but I can't see the custom field ZD to map with.

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  • Dwight Bussman
    Zendesk Customer Care

    Kittipoom Wongfu

    If you created "No. of employee" field as a User field in Zendesk, I would expect it to show up there. You may have to refresh the Admin Center page before it will appear. If you're still having difficulties, please contact our support team to look into that more closely.

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  • Robbin Daniels

    In the Organizations Sync filtering settings, I am only able to add 3 different "Meet ANY of the following conditions: " . I can't find anywhere that this is a default limitation. If possible, I would like to add a bunch more of those "meet any" conditions to our integration settings. Any idea how I can realise this? Thanks.

    Dwight Bussman hoping you might have an answer/solution to this? :) 

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  • Dwight Bussman
    Zendesk Customer Care

    heyO Robbin Daniels - you're correct that this is a limitation. I will reach out to our documentation team to make that clear. 

    The reason for this decision came up a few years ago when our team was designing the sync which is built using Salesforce PushTopics. The filter conditions and the fields being synced make up the PushTopic query. There is currently a limitation of 1300 characters for the entire PushTopic query  If one attempts to map sufficiently many fields that would exceed the query length limit, the page will throw an error because the PushTopic cannot be saved. Our team opted to avoid this by placing a firm limit on the number of conditions in favor of having more flexibility in the number of fields that could be mapped.

    While I realize this isn't the answer you're looking for, hopefully it at least gives some context as to why that limit exists. 

    By way of a workaround, I've seen customers create a custom checkbox field called "sync this record" - and have a workflow process (now flow) that sets the field to true/false depending on a more complex set of conditions. They then leveraged the single checkbox condition within their sync settings. Perhaps something similar could work for you.

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  • Georgina Tsioutsiouli

    Hello,

    I followed the instructions above, yet on Salesforce on ZenDesk_Ticket_View_Account all accounts are blank. Sync, matching, mapping are all in, but still not a single account in SF shows a single ticket. 

    Can anyone advise?


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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Georgina Tsioutsiouli

    It sounds like you're asking about the Ticket View feature which is documented here. This feature is configured in a separate area than the Data Sync feature on which you've commented. I recommend checking your Ticket View settings to confirm that they're matching based on the field you'd expect. 

    Here's how they're set by default:

    Note that this relies on the Zendesk Organization name matching the SFDC Account name. If that's not the case for your instance you'll want to change it to a more suitable field. If things are currently set to a field-value for which you'd expect to see results, I recommend contacting support to look into that more closely.

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  • Kevin O'Brien
    For some reason my contacts from Salesforce are not mapping to their corresponding Organization/Account.
     
    I must be missing something but I've scoured this article.
     
    There's no option to clarify/specify the Account Name field in the Contact sync Zendesk page.
     
    And I just see this note on this page:
     
    Note: For Zendesk user records to be automatically mapped to their corresponding organizations upon a users sync, both Contacts / Leads to Users sync and Accounts to Organizations sync must be enabled.
     
    But I do have both enabled.
     
    I'm not sure what else to try.
     
    When a contact is synced from Salesforce it comes in with no organization.
     
    Any help much appreciated. 
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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Kevin O'Brien

    This can happen if the Contact syncs before the corresponding Account has synced. I suspect if you were to sync an Account (to ensure it had successfully synced at least once), and then sync one of its Contacts, that relationship should be maintained within Zendesk. 

    If you're seeing examples where this still fails to put the Zendesk User into the corresponding Organization, please contact support so that we can take a closer look.

    I'm also going to reach out to our team to add some documentation around this "order-of-operations" requirement.

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  • Kevin O'Brien

    Hey Dwight thanks for the speedy response.

    This makes sense, but further to order of operations challenges here:

    I have organization sync on BUT I added all the organizations in manually via csv.

    This is because Zendesk only syncs account when it's changed. In my case my filter is when an account becomes a Customer it syncs to Zendesk.

    But all my relevant current accounts for Zendesk in Salesforce are already marked as Customer, and for reasons that I can't affect our sales team, I can't change those accounts from 

    This was how I interpreted the salesforce sync documentation as the correct way to do things here, not sure how else I could/should've done this.

    Seems like a bit of a chicken/egg situation but lemme know any additional ideas you have.

     

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  • Dwight Bussman
    Zendesk Customer Care
    Ah - that makes sense why users would be showing up without orgs: the Accounts haven't yet synced over (even though the sync is on). 
     
    I'd recommend looking into a workflow like this https://support.zendesk.com/hc/en-us/articles/4408834863386 which would allow you to "update" many account records at once without needing to make a change that should have any significant workflow impact. I'd recommend testing with a small subset of Accounts to insure that this works as you'd expect before running it on a large batch. Once those have successfully synced, subsequent updates to contacts within those accounts should place the users in Zendesk into the correct organization.
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  • Kevin O'Brien

    Ok thanks Dwight I'll give it a shot.

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  • Max

    Hey there, we're trying to import salesforce 'person accounts' in zendesk. However, we want them to be imported as users, not as organizations. Is there a way to achieve this ? Thank you for your help

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  • Dwight Bussman
    Zendesk Customer Care

    Max Brillanceau - Our integration treats Person Accounts the same as other Accounts which means they would be synced into Organizations. If you'd like to bring them over as users, I recommend looking into our Bulk User Import feature, or consider using our REST API endpoints with some custom SFDC logic.

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  • Robbin Daniels

    Hi Dwight Bussman. Hope you are doing alright!? In our "Accounts to Organizations sync" we have 3 "Meet ANY of the following conditions" based on "Account type" . F.e.
    Still accounts with these account type are being created in Zendesk. No none of the 3 meet any conditions seems to do anything. The field in SF is a picklist and the name matches the SF API name.....any idea what might be wrong OR what we can do to exclude these account types from being created?

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  • Dwight Bussman
    Zendesk Customer Care
    HeyO Robbin, 

    That sounds like something is misbehaving. In order to have our team take a closer look at your specific configuration/logs, please contact support as documented in https://support.zendesk.com/hc/en-us/articles/4408843597850
    1
  • Kevin Poston

    Is there a way that I could sync Accounts only to existing Zendesk organizations? It looks like that is an option for leads/contacts but not accounts. If not, do you know of any workarounds I could use to make sure it only syncs to an existing Organization?

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  • Lindsay Horton

    Great article! Question for the Zendesk team...

    We recently integrated Zendesk into Salesforce to give our Sales team expanded visibility into the day-to-day operations. We noticed that within Salesforce at this time, we are able to see public comment communication but are unable to see side conversation communication within Salesforce.

    Is it possible to have visibility into side conversations in Salesforce? If not, is this something that is on the roadmap?

    Thank you so much!

     

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  • Jupete Manitas
    Zendesk Customer Care
    Hi Kevin, thanks for writing! 
    Can you confirm or clarify more on your question that you could sync Accounts only to existing Zendesk organizations? Because with the integration you can only configure Accounts to Organizations sync under Data sync.

     
    Per this guide - Configuring Salesforce accounts to Zendesk Organizations sync.
     
    Hi Lindsay, currently side conversations in Salesforce is not yet supported with the integration. Though, Ticket View and Ticket Sync are supported if these can help for now with your workflow.  We recommend posting product feedback about it so you can engage with other users with similar needs and conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. 
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  • Kevin Poston

    Thanks for the response Jupete.

    I must have been mistaken because I don't see the option now, but I was under the impression that when syncing Contacts/Leads to Users that there was an option to only sync to existing Users. I was asking if there was a way to do that for the Accounts to Organizations sync in that it would only sync to existing Organizations and not create new ones. 

    Do you know if there is anyway to setup the integration so that Organizations would only be updated and not created?

    If not, then could it be possible to allow for the external_id field to be set within the field mapping? I'm assuming it's not allowed to be set there because it can potentially be set later in the configuration to the salesforce account id. But it would be nice to be able to set it if that option is not selected.

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  • Jupete Manitas
    Zendesk Customer Care
    Hi Kevin, thanks for the update! 
     
    According to the doc, Configuring data sync from Salesforce to Zendesk:

    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 there is an update on the Salesforce side, Zendesk Orgs in Support are automatically created and updated when Salesforce accounts are created or modified. Are you not seeing an update to your Orgs or it creating duplicate Orgs when there is an update to your Salesforce?
     
    However, maybe this guide can help with your setup:
    How do I sync many Accounts, Contact or Leads at once with the Salesforce integration? 
     
    Best,
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  • Kevin Poston

    When there is an update on the Salesforce side, Zendesk Orgs in Support are automatically created and updated when Salesforce accounts are created or modified. Are you not seeing an update to your Orgs or it creating duplicate Orgs when there is an update to your Salesforce?

     

    No the integration is working as described, no issues there. My ask is if there is a way, or maybe this is a feature request, that we could setup the integration so that it is update only. I have another integration to Zendesk that is responsible for creating new organizations, I'd like this integration to only update existing organizations. 

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  • Dwight Bussman
    Zendesk Customer Care

    heyO Kevin, 

    There is not currently a way to configure this directly (nor any workaround to get there that I've seen), but that's definitely a feature request I've heard before. I recommend posting that into https://support.zendesk.com/hc/en-us/community/topics/1260801308170-Feedback-Platform-Apps-Integrations as a piece of feedback for the team to review!

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  • Jason Wong

    How do I associate a contact that is sync'd from SFDC to Zendesk if the contact does not have an email address, but the contact record in SFDC is mapped to an Organization?

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