Issue
After migrating to the Zendesk for Salesforce integration, I see an error in the app sidebar that states, Failed to synchronize info. Please try again later.
Resolution
This issue is the result of the sidebar app timing out when attempting to fetch fields from Salesforce (SFDC). To check if this is the case, Zendesk recommends reducing the number of fields and objects being fetched from SFDC as described below.
- Sign in to Zendesk as an admin and click Configure settings within the sidebar app
- Take a screenshot of the current settings in case you'd like to re-map the same fields again, then reduce the number of fields and objects.
As an example, see the GIF below demonstrating how to remove and recreate objects:
For more information on configuring this sidebar app, see the article: Installing and configuring the Salesforce app for Zendesk Support.
4 Comments
Thanks for compiling this error and writing up an article. In your resolution you mention to log in to Salesforce as an Admin to configure settings. But it appears the proper action is to configure the settings in Zendesk via the Salesforce App not Salesforce directly.
ah - good catch on that typo - fixing that now!
Dwight Bussman My org has started encountering this error recently and I am not able to fix it. I have reduced the number of fields to five but this did not do the trick. Any other ideas I can try?
HeyO Jeff
Sorry to hear that. My gut feeling is that this may still be timeout-related. My general suggestion would be to try to simplify the search back to a single object with fewer than 10 fields returned. If that succeeds, start to re-introduce complexity until you determine what combination of factors makes the timeout occur. If a single object with a relatively low number of fields is still failing, I recommend contacting our support team to have them take a closer look.
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