We are implementing the new Salesforce Data Sync for Accounts.
In my Salesforce Org I have several Lookup fields that I want to sync to Pickists in Zendesk however this is not supported.
The reason for syncing to Zendesk Picklist is that I want these to use the picklist Tags from the Organization to set the tags and corresponding picklists on newly created Tickets.
For example we have a Lookup in Salesforce to Version. On both the Zendesk Organization and Ticket we have a Version Picklist which both use the same tag format. When a new Ticket is created the Ticket will inherit the tag from the Organization and set the Version Picklist field on the Ticket. This way when the version changes in the future we retain the Ticket Version.
To get around the Lookup Lookup limitation I was thinking I would create a custom formula field in Salesforce to populate the Tags format - Zendesk_Version__c.
I am able to sync the Salesforce "tag" field to Zendesk and populate the Organization Tags. However unlike when I create a Ticket this does not set the Version Picklist on the Ortganization record.
Is this a limitation?
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