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Automatically sync new SFDC field options to mapped ZD org field
Posted Oct 08, 2024
For context: we have a large team and completely separate support and sales ops functions. We utilise the existing Salesforce integration to pull in data from the accounts on SFDC to Zendesk, mainly relating to fields on the organization (account to organization sync).
Currently, with picklist type fields, you have to manually create a new org field in Zendesk, manually input all of the field options and then map that in the integration screen in Admin Center. This has a perpetual issue which is that, should the original field options be added to or modified in SFDC, they will be immediately out of sync with the Zendesk org field - the consequence being that constant sync failures will occur, meaning orgs will no longer update when SFDC account fields are updated.
I propose that it be an option to directly connect the Zendesk org field with the Salesforce field - so that when alterations are made on the SFDC end, thse will automatically map and update in Zendesk - preventing any issues. I hope others have this problem - please upvote if this sounds familiar!
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2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Dan Ross
+1, I've also struggled with this. Being able to sync the values from SFDC to Zendesk picklists could solve a lot of failed-to-sync headaches.
Some questions would need to be answered though including things like:
1. What happens if a value is deleted from a picklist in Salesforce?
2. What happens if a mapped value is deleted from a dropdown in Zendesk?
3. In either scenario, what happens to records that contained that value? What should happen?
It would also be great to get some kind of option to alert when syncs fail. I'd love to connect that to a Slack channel that fires alerts on failure.
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