Salesforce에서 Zendesk로 데이터 동기화 구성하기

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Darren Chan

2025년 4월 17일에 편집됨

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      Halomi Sukhbaatar

      Hi there,

      I'm having issues with 2 way sync, SalesForce is back-syncing to Zendesk.

      How do I make this one way sync only Zendesk feeds the data?

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      Jason Wong

      I am receiving this type of error message.

      "message": "Fail State with Cause: Contact ID 0033400001rCgXDAA0 failed to sync :: Record validation errors :: Failed to create/update Zendesk record :: details: map[external_id:[map[description:External 0033400001rCgXDAA0 has already been taken error:DuplicateValue]]]."

      I would expect that it would only attempt an update and not a create.  Part of this is if the Account Name changes but there is already an external id that is mapped to the SFDC record where this causes confusion I believe.

       

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      Dwight Bussman

      heyO Jason Wong

      We elaborate on that linkage a bit more within https://support.zendesk.com/hc/en-us/articles/4935435219098-Salesforce-data-sync-error-Name-or-Email-has-already-been-taken 

      If you contact our support team, we can look into your specific errors more closely to discuss with specific examples the links that exist, how they came to be, as well as some possible options for fixing them.

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      Jason Wong

      I am wondering if I can get clarification on this statement from the guide notes above.

      Once a successful match of existing records has been made, or a new record has been created in Support, the Salesforce and Support records are linked. This means that subsequent updates to the record in Salesforce don't use matching criteria but instead update the linked record in Support.

      How is the organization in Zendesk linked to Salesforce, is it the Synced organization mapping section of the configuration?  I'm noticing that I am getting failures in the logs for id exists already, I wonder if it's because there is no link between the two systems that identifies that this record is already there and only needs an update not a creation.

       

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      Dwight Bussman

      Ankush Khurana - I recommend reviewing the steps outlined in this article: https://support.zendesk.com/hc/en-us/articles/4408823748890-Salesforce-Syncing-lookup-field-information-to-Zendesk-Support 

      While it's not possible to directly map a lookup field, it recommends making a Formula Field to output the relevant value from the record referenced in the lookup field (often name, but use case may dictate some other piece of information). 

      Note: if you're mapping a formula field for syncing, changes to that formula field will not trigger the sync unless you follow a workflow similar as the one described here: https://support.zendesk.com/hc/en-us/articles/4408823413658 

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      Ankush Khurana

      Is there any alternate/workaround to sync a Lookup field from SFDC Account Object to a Zendesk Organization field?  

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      Dwight Bussman

      Ah - If by "reaching out to support" you mean Zendesk's support folks, I suspect our support team will give a similar answer: there isn't currently a way for our integration to "pull" a large volume of records from SFDC - they'd need to be "pushed" via an update to one of their mapped fields as documented in that article. I'm not aware of a good method for batch-update of records within SFDC without leveraging the API, but perhaps some SFDC admins know additional tricks for that kind of action.

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      Paul Spencer

      Thanks for that Dwight Bussman, it's not quite what I'm after, as I'm not an admin of SFDC I don't think I would have permissions. I was hoping that maybe you guys had developed something in the background.

      I'll try reaching out to support and see if they have any ideas.

      Thanks again,

      Paul

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      Dwight Bussman

      HeyO Paul Spencer - We've got this article on how to push a large volume of records : https://support.zendesk.com/hc/en-us/articles/4408834863386

      If that isn't quite what you're after, I would encourage reaching out to our support folks to discuss further.

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      Paul Spencer

      Hi,

      Is there a way to force a sync for all organisation data from Salesforce to ZD?

      We have had the integration in place for a few years now and I have added a new field to sync but of course this will only sync new or updated org's, I would like to refresh the info in ZD with the info in SFDC?

      Thanks

      Paul

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