Salesforce for Zendesk app - configuring displayed fields



  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hi Jeff! We're using the Owner object > Full Name field to pull this data into the SFDC app.

    That said, the exact field you'll want to use will likely vary based on how your SFDC instance has been configured & is being used. I'd recommend searching for "name" on the Configure Settings window to see if you can find the relevant SFDC field you're looking for. 

  • Dwight Bussman
    Zendesk Customer Care

    If that approach doesn't work (depending on how you're pulling that owner), you may need to create an "Account Owner Name" formula field within SFDC. The article "Salesforce: Syncing lookup field information to Zendesk Support" outlines how to create a formula field for syncing - the same type of field would work for this purpose, omitting the sync portion and pulling that field in the sidebar app instead

  • Jeff Haussler

    Thanks Chandra, Dwight. 

    Chandra, your suggestion is what I was looking for. I thought I had done a fair bit of digging through those field settings - apparently not! We're now pulling the account owner name as desired. Thanks again!


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