Add support for syncing Salesforce "Related Contacts"

12 Comments

  • Byron Shettle

    YASSSSSS

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Byron, 

    Can you tell us more about your use-case and workflow? 

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  • Byron Shettle

    In order to prevent duplicate Contacts, but still have the ability to associate to multiple Accounts, we use Related Contacts. It’s very similar to the “Multi-Org” structure in Zendesk. The issue is that the sync from Salesforce to Zendesk will only associate the synced User (was Contact) to the first Organization (was Account) it matches.

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  • Brian Price

    Any movement on this?  The ability to associate a single Contact (Email) to multiple Accounts(Orgs) particularly based on a given Role ("Zendesk Enabled User" for example) would be tremendously helpful.  

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Brian -

    I haven't heard anything from the product teams about this. They tend to look at posts that have a high level of engagement from the community and this one hasn't received many votes or comments. But I will run it by them in case I've missed something.

    For clarification, are you looking for the ability to do this association just within Support, or in conjunction with a Salesforce integration?

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  • Brian Price

    It is primarily the ability to support the one (Contact/User) to many (Accounts/Orgs) relationship that both SalesForce and Zendesk use to model their relationships.  SalesForce uses a Contact role to define how a given contact relates to an Account.  With the current SalesForce integration Zendesk does not support extending those relationships in to the User and Org objects in Zendesk.  Significant gap in functionality results.

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Got it. Thanks for clarifying. I'll share your feedback with the team that works on this integration.

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  • Brent Friedeman

    I'd also like to express my desire for this feature.

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  • Julie Gruber

    This would be a great feature as we have many related contacts in Salesforce

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  • Jason Fouchier

    Has there been any updates on this? This issue is currently running my life and causing issues. Our workflow is that in Salesforce we now associate contacts to accounts with a role type and role. We connect Zendesk and Salesforce to sync organization and user data, when we used a field in Salesforce this was not an issue. Now however, I cannot sync the account contact relationship over to the organization in Zendesk. My current workaround is to just hide the old fields and I have some code that updates them when a relationship is changed. The issue is that we would like to remove the old fields as I am the only person using them. 

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  • Brent Friedeman

    Jason Fouchier
    We were running into similar issues with Account Contact Relationships not coming into Zendesk.  Our workaround was using the Salesforce sidebar application to display it instead.  You used to not be able to see the Account Contact Relationship via the "App" but that's changed recently.

    Picture:

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  • Jason Fouchier

    Hey Brent Friedeman,

     

    Thanks for the tip, I was going to check that out next. I wonder if there is a way to port that data from the sidebar app to custom fields? In any case, it is another way to view the information even if it is not exactly what we want.

     

    Thanks again

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