We use the SF->ZD integration to sync our active customer accounts to Zendesk.
We also enable the option in the sync settings to write the Salesforce 18 digit ID to the Zendesk Org's External ID field.
When setting up the ticket view parameters, we lack the ability to use the Zendesk External ID as a matching criteria. Our goal is to use external_id to match on the SF 18 digit ID, that way it doesn't matter how similar the names are. It seems that the search by name sometimes returns incorrect results.
Why let us sync IDs if we can't use them as matching criteria?
Please sign in to leave a comment.