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Zendesk Ticket Numbers Visible via Salesforce Ticket Sync
Posted Jan 03, 2023
I have completed the Data, Org and Ticket Sync between our company's Salesforce sandbox and Zendesk Sandbox. Loving the results of this and found your site's guides to be super thorough when setting this up.
One question I had from this was, has anyone has found a way to display the Zendesk Ticket ID's or numbers in Salesforce via Ticket Sync? By default the tickets are synced to cases which use their own unique Case IDs, which do not aline with the Zendesk ticket IDs. In order to avoid confusion between our support team and sales teams I was hoping to make the ZD Ticket number visible in Salesforce and instruct our team members to utilize that value for communication between teams.
Any assistance or input on this is much appreciated!
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2 comments
Dane
As it turns out, this is not natively available.
I'm thinking that it's possible to utilize the custom field mappings so that the value will be synced to your cases.
For example, create a custom field that your agents can manually enter the value of the ticket ID in Zendesk. Or you can also utilize Ticket Update API, webhooks and triggers to automatically enter the value in Zendesk so that once the ticket sync kicked in, it will be included on the Cases in SFDC. I haven't personally tried this but just an idea that you can try.
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Pankaj Kukreti
Hi Madison Sadler
It's possible that some custom development is required. As an agency, we have done such custom development; please let me know if you are interested in having it executed.
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