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How do I sync many Accounts, Contact or Leads at once with the Salesforce integration?



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Dwight Bussman

Zendesk Customer Care

Edited Aug 11, 2023


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I'm also finding that the bulk sync process is not working. Were you able to resolve this for the customer above @...?

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Dwight Bussman

Zendesk Customer Care

Hi @...,

When we reached out, Jonny had already resolved this issue, saying that they got the sync to work by creating a "sync with salesforce" and "sync with zendesk" flag. I'm not sure whether that means a checkbox field, but it sounds similar to the steps described above. 

There are a few different reasons that the bulk-sync process above might fail. As such, I'll look to see if you've already got a ticket open with our Support team and reach out therein if so, or create one if not. 

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Is this still the best method to perform a bulk sync of organizations to ZD? It seems silly that this would be the case since you all talked about including a bulk sync to match parity of the old installation a few years ago. 

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Ekaterina Sumolaynina

Zendesk Customer Care

Hi @...

Unfortunately, yes - at this moment there's no native function that would allow you to bulk sync the Salesforce accounts with ZD organizations, so this is considered to be the best workaround.  I'd recommend following our release notes page in case if there's any updates regrading SFDC integration functionality.

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@... THANK YOU so much for this article! This has saved us so much manual work and wasted time! You are a life saver!

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Dwight Bussman

Zendesk Customer Care

@... - Glad to hear! :) Always nice to hear when these little tip articles are useful.

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My organization is experiencing issues with data syncing from SFDC>ZD. What would negatively occur if we did not remove the mapping in Step 3 (as instructed to do in Step 9)? I'm wondering if leaving that mapping in place is causing our issues

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Dwight Bussman

Zendesk Customer Care

heyO Dave Jensen

There shouldn't be any impact to leaving that checkbox field mapped: it's just another way to trigger the sync. If you're having issues, I recommend contacting support to dig into your issues more closely, as I doubt they're related to that field.

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The mapping worked for us at the time of setting up the sync, but it has not continued dynamically. I sent in a ticket about a week ago, but I am still waiting to hear back. I hope we can figure out why the updates made in Salesforce going forward are not updating the Organizational fields in ZD. 

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Dwight Bussman

Zendesk Customer Care

HeyO Kevin Lewis
Sorry to hear that your syncing isn't working at the moment. I'm going to see about the ticket you've already opened. Someone should be contacting you shortly therein.

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Can I sync Zendesk with Salesforce person account?

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Dwight Bussman

Zendesk Customer Care

I believe Person Accounts can be synced into Organizations in Zendesk (similar to standard Accounts), but would recommend testing this to confirm that it works as you'd expect.

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I've also followed the steps and created a field in both Salesforce and Zendesk and the sync doesn't work with existing organizations. 

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Dwight Bussman

Zendesk Customer Care

HeyO Bree Lewis

Sorry to hear you're having difficulties. Please contact our support team to look into this more closely

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Hello, 

We currently use this mapping feature to import customer information into Zendesk from Salesforce. One of the options we use is to map with the customers' domain. Most of our customers use a ".com" in their domains, but when they use something else like ".at" it doesn't map. Is there a way to fix this issue?

 

Thanks,

Laura M

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Dwight Bussman

Zendesk Customer Care

HeyO Laura Mirto
When you say "doesn't map" - do you mean that it doesn't sync over from Zendesk to Salesforce? Or that it gets added to the organization but that fails to pull users into the org as you'd expect? 

In either case, that sounds like something for which I'd recommend contacting support to take a closer look.

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Hi Dwight, 

It did not sync over at all. 

 

Kind regards,

Laura Mirto

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Dwight Bussman

Zendesk Customer Care

Thanks for the update. I will have someone reach back out to you in the ticket with more details.

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Will this scenario work for cases when the Account was not initially sync'd but a mapped field in the criteria is changed?  I have a situation where an Account was manually created, updated via upload but now a mapped field was updated but the update was not pushed to Zendesk.  By doing this forced batch sync will that link the two records back together?

 

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Dwight Bussman

Zendesk Customer Care

HeyO Jason Wong 

 

I recommend checking the integration logs at the time of the update to see if it attempted to sync. It's possible the sync of that record failed for some other reason. If that was more than 7 days ago, you could try to make an update to that same field within the Account in Salesforce manually to trigger another sync. If that is successful, the batch process could be used to “nudge” many Accounts. to sync.

For questions about a specific sync, I recommend contacting our support team so we can take a closer look at logs for your specific Zendesk.

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