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Zendesk failed ticket update on case in Salesforce

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Calin Bostan

Posted Nov 15, 2021

I've setup a Zendesk-Salesforce integration using the Zendesk app. Everything appeared to be ok until I've noticed that the email reply are not arriving in Salesforce. Meaning, if I change any other fields that are mapped, they are getting updated also in salesforce. But, when Zendesk is sending the data in to salesforce, it sends the initial email Subject and Description. Not the full one that include the email reply as well. 

 

Have any of you encountered this issue? How did you solve it?

 

Thank you

Calin

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    Dion

    Zendesk Customer Care

    Hi Cailin,

    I suggest that you check this article for more information on how you can troubleshoot the syncing issues with your Salesforce Integration: https://support.zendesk.com/hc/en-us/articles/4408828717466-How-can-I-troubleshoot-known-issues-with-the-Salesforce-integration-


    If you have questions or concerns, please feel free to contact us anytime. You can check this link for more information on how you can get a live agent via messaging: Contacting Zendesk Customer Support

    Regards,

    Dion

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