Problem

I'm using the data sync feature to sync contacts or leads from Salesforce to users in Zendesk, but when those users are created, they aren't being placed into organizations.

Solution

The integration can only place users into organizations in three ways:

Based on contact-account relationship 

For this to happen, two things must both be true:

  1. Account syncing must be active.
  2. The account in question must have successfully synced to the organization in question before the contact sync takes place.

Once that sync relationship exists, contacts that sync after that should be placed into the organization related to their account.

The bulk import organizations feature doesn't establish sync relationships. Zendesk recommends making a batch sync and confirming successful syncs using integration logs to ensure that accounts have successfully synced to create those relationships.

Note: The same requirements apply when syncing leads into users. Account syncing must be active and the account in question must have successfully synced to establish a sync relationship.

Based on domain mapping

The data sync feature can populate the Domains field in organizations. 

That field is called Domain names in the data sync settings:

When an email domain is added to that field, any verified users with that email domain that already exist in Zendesk will automatically be added to that organization. For more on this field and behavior, see this article: Creating organizations.

Note: Removing a domain from the Domains field will remove users from an organization that were added via this domain mapping feature, so map carefully.

Based on integration user permissions

The integration is able to take actions that are allowed for the Zendesk user who connected the integration. Zendesk requires a Zendesk administrator to connect the integration. If that user role subsequently changes, they may end up with a role where they are allowed to create users but only within their own organization. 

If this took place, two things would occur:

  • Account syncing might stop, since this role does not have the ability to create and change organizations.
  • Every user created by the contact or lead sync would be added to the integration user’s default organization.
Powered by Zendesk