How do I know when a Salesforce update syncs to Zendesk?

Question

How can I track when an update in Salesforce attempts to sync an account, contact, or lead record to Zendesk?

Answer

Zendesk sync relies on the Salesforce streaming API with a subscription to a push topic. After you enable data sync in Admin Center and the updated records meet the sync criteria, you can use Workbench to view the sync and check whether changes in Salesforce create events in the push topic stream.

To check the sync in Salesforce and Zendesk:

1. Open Workbench and log in to the production or sandbox environment with Salesforce API version 45.0
2. Select Queries > Streaming Push Topics
3. For Push Topic, select the topic for the type of sync you want to test
   
4. Click the Subscribe button to listen for events related to that object
5. Change one of the fields that Admin Center maps
    
   This action creates a new message event in the push topic stream.

If the change to the Salesforce record does not create an event in the push topic stream, Zendesk does not sync the record.

Formula fields do not create events. To trigger a sync after a formula field change, use a workflow as described in How to initiate a sync from Salesforce based on a formula field update.

Note: Workbench is not an officially supported Salesforce tool and may not fetch push-topic events, even with correct configuration. If you see the following error and you have the required permissions, use another method to test push topics:

For more information, see Example: Subscribe to and Replay Events Using a Java Client (EMP Connector).