Zendesk creates new Contacts instead of Leads in Salesforce



  • Official comment
    Ekaterina Sumolaynina
    Zendesk Customer Care

    Hello Jessica!

    It's actually pretty easy to change between Contacts and Leads when you have an option "create new user if no match is found" for the ticket requester.

    All you have to do is to go to Salesforce integration settings in Admin Center in Zendesk, then click Data sync > Ticket sync. Under Ticket request matching there is a switch allowing you to choose whom you would like to create - Contacts or Leads - when there is no match for ticket requester. Change it to Leads if you would like to create Leads:

    I hope this helps! 

  • Jessica Baldwin

    Hi Ekaterina Sumolaynina

    Thank you for your comment. This sounded like the perfect solution but may not be after all. I just tested it out by changing the Related Salesforce objects to Leads. I got an alert that said, "You have selected Contacts in your Contacts/Leads to Users sync. This is different to the related Salesforce object selected above and may cause conflicts. It's recommended you sync to the same object," but ignored it. 

    I then submitted a test ticket using an email address tied to an existing Salesforce Contact, and another test ticket using an email address that does not exist in Salesforce. The second test, using an email address that's not in Salesforce worked successfully by creating a new Lead instead of a new Contact. However, the first test using an existing Salesforce Contact's email address did not work - the ticket was not synced to the Contact's record in Salesforce where previously, it would have synced. 

  • Remi Saumet
    Zendesk Customer Care

    Hi Jessica Baldwin,

    Thank you for your answer and highlighting this behaviour. I hope you are doing well !

    This behaviour is currently under investigation / clarification on our side and will provide with an update as soon as possible. Unfortunately, I don't have any time estimation yet.

    Thank you for your patience and understanding.

    Have a great rest of your day,

    Best regards.


  • Yasmine Hachani

    Hi @...,

    I would like to know if the problem has been solved yet.

    Thank you.

    Best Regards

  • Dainne Lucena
    Zendesk Customer Care

    Hi Yasmine!

    No updates yet on the investigation but the team is still working on this. We still don't have an ETA on the update but we'll definitely post any news here.

    Best regards.


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