Zendesk Salesforce Integration error: STRING_TOO_LONG :: Description: data value too large

Question

Why is ticket sync failing with an error in the Zendesk Salesforce integration?

Ticket ID 123456 failed to sync :: STRING_TOO_LONG :: Description: data value too large 

Answer

By default, the body description of a Zendesk ticket is synced with the Salesforce case body, which is a rich content text field. However, Salesforce currently limits this field to 32,000 characters.

There is no workaround at present, but you can consider the following:

1. Open a case with the Salesforce Support team and inquire about increasing the character limit for the standard Case "Description" long text area field.
2. Avoid creating tickets with more than 32,000 characters in the description. You can also recreate the ticket for the end user with less than 32,000 characters if a long thread was added to a short reply.

For more information, refer to this Salesforce article: The default limit on Long Text Area fields is 32,768 characters.