How do I establish a link between a ZD user and the Salesforce contact record when the ZD user is created first?

5 Comments

  • Dwight Bussman
    Zendesk team member

    HeyO Melody Quinn

    It should be possible for an SFDC contact to match to an existing Zendesk user, but it'll depend on what matching criteria are used. There might also be a brief period of several minutes after a user is created in Zendesk before they're visible to the integration. This is because the integration relies on search to identify whether a user exists, and search can have an indexing delay of a few minutes (normally much shorter - often less than a minute). 

    So the big questions that'll help pinpoint this:

    1. What're the matching criteria being used to find users? by default this is done based on email address as this is a guaranteed-unique field within Zendesk.  If using a different criterion on which to match, please be sure that the user in Zendesk has the appropriate value to match to the SFDC record.

    2. What's the time difference between user-creation and SFDC attempting to sync that user? If less than 3-4 minutes, I'm curious if subsequent syncs succeed.
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  • Melody Quinn

    Hi Dwight! 

    Filtering: a custom checkbox we created “Zendesk Contact”

    Matching criteria: Email

    Field mapping: Full Name, email and Zendesk Contact

     

    If a new contact is created in SF and the Zendesk Contact field is checked, it will create the ZD user right away and established the link. If a user creates their account in the help center, it doesn’t sync to SF. My understanding is the integration is only a one-way sync (SalesForce to Zendesk, NOT Zendesk to SalesForce)

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  • Dwight Bussman
    Zendesk team member

    HeyO Melody! 

    Our team is looking into ways to have the sync operate in bi-directionally, but for now, the way to do what you're after is only possible once that user raises a ticket. If Ticket Sync is enabled, there's an option under Ticket Requester Matching that allows the ticket-to-case workflow to create a Contact if no matching record exists in SFDC.

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  • Melody Quinn

    Good morning Dwight,

    We do not have ticket sync enabled, only ticket view. 

     

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  • Dwight Bussman
    Zendesk team member

    Hi Melody,

    Apologies for not clarifying better: if you're looking to insure that newly-created users in Zendesk have counterpart Contacts in Salesforce, our Ticket Sync is currently how our SFDC integration can help to accomplish this. 

    If you'd prefer not to enable ticket-sync, there's a few other ways to accomplish this

    • Having some outside system poll the incremental users endpoint of the REST API for newly-created users and create equivalent contacts in SFDC. This is nice because it doesn't require that Zendesk user to create a ticket to kick off the Contact-creation.

    • There may be some clever way to use HTTP targets, but these can only fire on ticket-creation. Depending on what information you're syncing over from SFDC, perhaps you could notify a target if certain user-fields are empty (an indication that they didn't sync from Salesforce). I'm not sure if that target could point to the SFDC Contact-creation API or if it would need to pass through a separate system first (as our HTTP targets are somewhat limited in the headers they can pass). 
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