Salesforce Integration

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  • Dwight Bussman
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    Hi Duarte,

    The ticket doesn't have access to directly check whether a Contact already exists in SFDC. If you're syncing Contact/Account information from SFDC to Zendesk, you could populate a custom-field on the user/organization level and have your Ticket-sending trigger check for the presence of a value in that field.

    If that's not possible, then I think the following would be the best solution to this. As long as the "Create Contacts or Leads and Accounts" option is NOT checked in SFDC (see below):the new ticket objects will be created but not associated with a given requester. 

    It should be possible to write a workflow process/apex trigger to delete any new Zendesk Support Ticket objects which don't have that requester set.

    Please let me know if this helps to answer your question or if I'm failing to explain this sufficiently well. I'd also be happy to take this into a ticket to walk through these options on a call/screen-share together.

    Thanks!

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