Jessica Baldwin

Hi Ekaterina Sumolaynina, 

Thank you for your comment. This sounded like the perfect solution but may not be after all. I just tested it out by changing the Related Salesforce objects to Leads. I got an alert that said, "You have selected Contacts in your Contacts/Leads to Users sync. This is different to the related Salesforce object selected above and may cause conflicts. It's recommended you sync to the same object," but ignored it. 

I then submitted a test ticket using an email address tied to an existing Salesforce Contact, and another test ticket using an email address that does not exist in Salesforce. The second test, using an email address that's not in Salesforce worked successfully by creating a new Lead instead of a new Contact. However, the first test using an existing Salesforce Contact's email address did not work - the ticket was not synced to the Contact's record in Salesforce where previously, it would have synced. 

Our Zendesk sync is configured so that requester email addresses are matched and synced to existing Lead or Contact email addresses in Salesforce. When there is no matching email address, a new Contact record is created in Salesforce without an Account. You cannot edit a Contact record that is not related to an Account (Account field is required to Save) but often the Account/Company details are unknown. It makes more sense to create a new Lead record instead of a Contact record in these situations (Leads can always be converted to Contacts if needed, but not vice versa) but Zendesk currently does not have that option. Has anyone else had a problem with this or found a solution/workaround for it?