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Configuring data sync from Salesforce to Zendesk



Edited Oct 17, 2024


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101 comments

Dwight Bussman - The page that you have shared does not open. The link seems to be broken. I did check the integration logs and it looks like it was unable to run multiple updates post ~15 records. This update is through a CRM that we use which runs an update on Salesforce forcing the account update integration sync on Zendesk. 

Would appreciate if you can share the batch update method to update accounts

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Dwight Bussman

Zendesk Customer Care

Soumitra Joshi - apologies that the link I shared doesn't work properly. Here's a revised link  that should work better - https://support.zendesk.com/hc/en-us/articles/4408834863386-How-do-I-sync-many-Accounts-Contact-or-Leads-at-once-with-the-Salesforce-integration

I'm not seeing any rate-limit errors when looking into SFDC Sync logs for your Zendesk instance, but if you'd like to discuss this matter further I recommend contacting our support folks to look more closely into specific examples.

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I set up the sync according to the instructions, but there are no contacts or accounts in my Zendesk instance. 

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Dwight Bussman

Zendesk Customer Care

heyO Katie Dickinson - Are you able to see things syncing if a new record is created? information is only synced when one of the mapped fields is changed within SFDC (assuming the contact/account meets the sync filter conditions). If the new record successfully syncs, I'd recommend following this guide to sync all the relevant account records from SFDC to Zendesk.

 

If that does not result in a sync, do you see any sync failures in the integration logs? If so, things should be able to sync once those errors are resolved. If not, I recommend following these steps to see whether the streaming events are being recorded within SFDC as we'd expect. 

In any event, please feel free to contact support if you're in need of help and we'd be happy to look into things more closely within a ticket :-) 

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Afternoon, I would like to be able to see the Account Type field (i.e. Prospect, Customer, etc) on the Contact record in Zendesk. Can I map cross object directly? Or can I get the value from the Contact's Account record in Zendesk? Want to limit technical debt if possible.

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Dwight Bussman

Zendesk Customer Care

HeyO Joey
 
In terms of the Data Sync (the article on which you're commenting), it's only possible to map fields directly present on the object being synced. As such, you might need to create a formula field within the Contact object that pulls the value from the Account to which that contact belongs. One other "gotcha" is that changes to formula fields don't inherently trigger syncing due to structural limitations within the SFDC Streaming API. Fortunately, there is a workaround published here: https://support.zendesk.com/hc/en-us/articles/4408823413658
 
Another way to see Account fields is using the Sidebar App within Zendesk. Although this doesn't actually change the value of a user field in Zendesk, it would surface that information so your agents could use it to help determine how best to respond to a given customer. This could be done cross-object: by looking up a Contact in SFDC (likely based on the user's email address in Zendesk), you could also display fields from any directly-related objects. 
 
Hopefully this helps! If not, I'd encourage you to contact support for a closer look / discussion.

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Hi,

I have the SalesForce integration running for a while and the sync mapping is working OK.

Once someone updates a mapped field in SalesForce, it syncs to Zendesk.

 

I added to the data sync an additional field from SalesForce and mapped it to a custom organization field in Zendesk.

This sync mapping works correctly,  if I update the field in SalesFroce, it will sync to Zendesk.

 

The problem is as follows:

 

The newly added field is an existing field on the SalesForce account level and for existing accounts, this field is already populated and does not require any update.

 

For the accounts that I haven't updated the value, I do not see the value of the field synced into Zendesk. It looks like the trigger for a sync is a change to account and when Adding a new mapped field to the SalesForce integration, the integration doesn't initiate a sync process to complete the missing data.

 

Is there a way to initiate a sync without updating the field?

I don't think it is reasonable that after adding a new sync mapping, there is a need to go over all of the SalesForce accounts and initiate an update.

 

Thanks

Yoram

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Dwight Bussman

Zendesk Customer Care

Hi Yoram - we have a documented process to sync many accounts - the sync from salesforce will require one of the mapped custom-fields to be changed (as that's how the streaming event on which our sync relies gets created). 

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Dan Ross

Community Moderator

Does this integration support mapping SF multiselect fields to Zendesk multiselect fields? Either way, can the chart be updated to indicate this?

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Karan Shah

Zendesk Product Manager

Hi Dan Ross 

The multi-select picklist is supported in the sync, allowing you to sync multiple selected values from Salesforce to Zendesk. However, in Zendesk, there should be a text field to accommodate this. As you can see in the table above, the multi-selected picklist type field is supported alongside a text field in Zendesk.

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Dan Ross

Community Moderator

Thanks Karan Shah for the reply. 

It would be super if multi-select ←->multi-select sync existed, as text fields don't generate tags for workflow automations. Please consider this for future development!

Free text fields are the enemy of usefulness. 
 

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