Syncing data from Salesforce to Zendesk

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43 댓글

  • 공식 댓글
    Anika Rani
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    The Early access program for the Salesforce Integration - built on Zendesk is now closed. Thank you to everyone who took part and provided us with valuable feedback through the EAP. If you are already using the EAP, you do not need to take any additional action to use the GA version. 

    The new Salesforce Integration is now generally available. You can read our announcement here.

    • Get started with enabling and setting up here.
    • You can find all the new integration documentation here

    This EAP post will now be closed for comments, so please direct any questions to the new documentation articles. 

  • Brent Friedeman
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    Hello, I've noticed on the Sync Filtering, when a picklist is chosen it does not present picklist values, rather you have to type in the values.  Any plans to present the picklist options?

    Also there is no "test your filters" query like there was in the old tool.  Any plans to bring this in as well?

    Thank you,

    Brent Friedeman

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  • Anika Rani
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    Hi Brent, thanks for your questions and feedback - both the query filter test and pick list values in integration settings will be supported in future releases of the EAP.

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  • Neill Lewis
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    Hello,

    Thanks for access to the EAP.

    Quick question: The legacy ZenDesk integration works by transferring support ticket data as objects into Salesforce. When the Managed package is pulled, will this support also end?

    We're attempting to use Salesforce as a central hub for business reporting. Is there any way to keep ticket data flowing into Salesforce, or is the only way to access ZenDesk data after January 30 going to be through the views you setup on the account/opportunity pages.

    Thanks in advance!
    Neill

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  • Anika Rani
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    Hi Neill, we will continue to support the ability to send Zendesk tickets into Salesforce. Tickets will be sent and stored in the Salesforce Case Object, and you will be able to send standard and custom fields. We're actively developing right now and will release this in the next couple of months. We recognise this is important for reporting purposes. 

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  • Elizabeth Toy
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    Two questions. First, the article says it will only sync if a mapped field is updated. Since we're mapping on the names in Salesforce (which will almost never change) how might we ever get all existing organizations into Salesforce? Second—and somewhat related—are there plans to build a bulk sync option? This might take care of the first question I had.

     

    Also, as I'm testing in our sandbox environments, I updated an org name in Salesforce but have not yet see that org add to Zendesk. How quickly should I expect that to happen? Is there somewhere I can see logs of when there are activities related to this integration?

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  • Justin Federico
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    The mapped field refers to your Field Mappings under Custom Mappings. Once one of these fields is updated the ongoing sync is triggered. It should happen quite quickly.

    You can look into the Zendesk logs to see if the ongoing sync is occurring. 

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  • Anika Rani
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    Hi Elizabeth,

    - and thanks Justin for your response! 

    1. Field mapping - this isn't limited just to Name. Any Account fields that you want to sync to a Zendesk Organisation, will need to be added to the Field Mapping settings in Admin Center. You can map any Salesforce and Zendesk standard and custom fields. When any of these fields are updated, the sync will trigger.

    2. Yes we have bulk sync on the roadmap for the first half of next year. This will solve your need to update Zendesk to get existing organisations into Salesforce will be addressed by Bulk Sync. This is on our roadmap for the first half of next year. Also on our roadmap is a real time data sync from Zendesk to Salesforce. 

    3. EAP doesn't yet have a logs available directly on your end, this will be coming in upcoming in releases over the next few months. In the meantime, I've identified your sync issue and will reach out to you on a ticket directly to resolve it. 

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  • Stefan Jonsson
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    Hi, 

    Trying to understand how the conditions work for Sync Filtering, and especially the syntax for how you write conditions using the operator "in". Could you please elaborate?

    I want to use it to select Organizations based on if they belong to certain groups in our Salesforce instance. 

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  • Anika Rani
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    Hi Stefan

    Thanks for your question. I'll address this in our docs to clarify as well.  

    - The value is the label of the Salesforce field. With the exception of Record Type ID, which requires the actual ID number and not the name. 
    - Value is case sensitive
    - Multiple values are separated by comma. 

     

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  • Erik Rogers
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    So, can we work around the lack of a bulk sync option by creating a new field in Salesforce and Zendesk and adding them to the field mapping and using Salesforce code or Dataloader to change the value in that field for all records that we want to send from Salesforce to Zendesk?  

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  • Stefan Jonsson
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    @Anika - thanks for your clarification. I tried to upvote your answer using the arrows but got a strange behavior with the up arrow giving negative values... so I thought it was better to thank you this way. 

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  • Kevin Tompkins
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    Can the Zendesk Org ID number (found in the Org URL, for example: https://yourdomain.zendesk.com/agent/organizations/370239201253/tickets) be used as Org matching criteria if that number is placed into a field within Salesforce? Or must the matching criteria only be a field from the Org page (on the left panel)?

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  • Dwight Bussman
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    Hi Kevin,

    In doing a bit of testing within my own test account on this, it looks like the system org-id field is not available as a matching criterion (either for ticket-views or data-syncing).

    I do think that's good feedback to give to the Product Managers in charge of this integration to see if that's something they might add it as a capability in the future. To do so, I recommend following the steps outlined in https://support.zendesk.com/hc/en-us/community/posts/360033391413-How-to-leave-feedback-for-this-EAP

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  • Daniel Goss
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    I have performed all the steps above and after configuring the Accounts -> Organisations sync in Zendesk I get a successful alert upon saving.  However I don't believe the sync is running.  Is the only way to check the sync by viewing which organisations appear in the Manage - People - Organisations menu?  I don't see any thing in the audit log either?  Is there anywhere else I can go to investigate the sync? 

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  • Kate Rowe
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    I am unable to select a field in the sync field mapping from Account.  The Salesforce data type is "long area text".  Is this an unsupported data type - and if so are there plans to fill this gap ?  We are currently syncing this field in legacy app,

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  • Brett - Community Manager
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    @Daniel and @Kate, it looks like both of you have a ticket open with our Salesforce product managers regarding this issue. Our PM's will continue working with you on those tickets to assist further.

    Cheers!

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  • Anika Rani
    댓글 작업 고유 링크

    @Daniel

    Currently, the best way to check if the sync is running successfully is to do a test by updating a record in Salesforce and seeing if the update has been reflected in Zendesk. Remember, that the sync will only trigger when there is an update to one of the mapped fields. 

    We will be releasing more customised errors, to help you self-serve if sync was unsuccessful as well as give you access to logs. Until then, we are proactively identify errors in sync and will reach out to you if we notice something going wrong. 

    Hope this helps, feel free to come back to me on our ticket if needed. 

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  • Anika Rani
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    @Kate as mentioned in your ticket, I'm confirm that Salesforce Text Area fields and Zendesk Numeric Fields are currently unsupported in sync field mappings. We will be supporting this in upcoming releases. 

    If these fields are critical for you and you are using the legacy integration, you could consider using both the new and old sync in parallel, and only map the unsupported fields using the old sync. 

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  • Greg Griffin
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    I understand that the CONTACT syncing is one-way. 

    Does the statement "also on our roadmap is a real time data sync from Zendesk to Salesforce" mean that eventually two way CONTACT syncing will be available? Is there a rough timeline for that functionality?

    Is there a suggested workaround until two way CONTACT syncing is available via this tool?


    ~ Greg

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  • Kristin Smaby
    댓글 작업 고유 링크

    I was able to create field mappings in Zendesk previously, but now I get this error message when I try to enter the "Configure" interface. Is there any way to start over? I am at a road block at this point.

    ------

    Zendesk update:

    Working on this via a ticket. 

    Update: this error occurs when your Salesforce session expires. Please check the required Salesforce Session Settings before setting up the integration or if you encounter the error above:

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  • Chris Humphries
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    We have organizations that are in the "Organization Name (create)" status - when the account -> org sync occurs, if a matching account is found in SFDC, will it fully create the org in zendesk?

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  • Brent Friedeman
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    Reposting this in case it was missed:

     

    In the previous integration you could set sync filters to parent objects, see here:

    Image: https://drive.google.com/file/d/1NP2j7nx1XlRm0Xviez3vHCAb7HLFb2ib/view?usp=drivesdk

    However it appears the EAP does not support that feature (or I am missing it)

    Video: https://drive.google.com/file/d/1N0d25EhP8Va3aJUgxcUYnJzu8xo--qWS/view?usp=drivesdk

    Basically I only want to sync contacts that are associated to "Closed Won" accounts.

    What am I missing?  If there is an alternative way to accomplish the same goal I would be receptive to hearing.

     

    Thank you,

    Brent Friedeman

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  • Greg Griffin
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    @Brent

    It appears that formula fields can be filters in the data sync settings. So you could create a formula (checkbox) field on the CONTACT record that is set to true or false based on your ACCOUNT criteria. 

    ~ Greg

     

     

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  • Brent Friedeman
    댓글 작업 고유 링크

    Greg Griffin

    Based on how this reads, I don't know that I could utilize that type of a field for sync filtering:

    https://drive.google.com/file/d/1TtMC2xTWTuvTkXc7FsmVncQcibpSze_1/view?usp=drivesdk

     

    Thank you,

    Brent F.

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  • Greg Griffin
    댓글 작업 고유 링크

    @Brent

    Ah, Gotcha. Well that's both confusing and unfortunate. Beyond that - I'm out of suggestions.

    ~ Greg

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  • Brent Friedeman
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    Greg Griffin

    No problem, appreciate you taking a look though!

    Thank you,

    Brent F

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  • Anika Rani
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    Greg Griffin

    Yes, that is correct. A bi-directional sync is on our roadmap for Accounts and Contacts. It's on our 2020 roadmap, which we are currently planning. 

    If you have the need to use Ticket Sync (sending tickets to the Salesforce Case object), which we are releasing next month, this would create Zendesk Organisations as Salesforce Accounts and Zendesk Users as Salesforce Contacts. This is not a workaround for a two-way data sync, because there are many other considerations to syncing tickets to Salesforce. But it that may help you if you are looking to sync tickets. 

    Workato, a Zendesk partner also has an integration with bi-directional sync: https://resources.workato.com/zen/ 

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  • Anika Rani
    댓글 작업 고유 링크

    Brent Friedeman

    Thank you for reposting your question, apologies it was missed. 

    EAP sync doesn't currently supporting filtering to parent objects, but this is great feedback that I'll take on board for continued improvements to our sync. I can't suggest a work around right now, but I'll talk to my team to understand what is possible and come back to you. 

    Also, Formula Fields are not a supported Salesforce field in the sync filter as you pointed out from our docs. If you are seeing Formula Fields in the Salesforce Field in Sync Filter conditions, this is a known EAP bug which we are currently addressing to remove Formula Fields from the sync filter. This will be resolved next week. 

     

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  • Anika Rani
    댓글 작업 고유 링크

    Chris Humphries

    Organisations showing as "Organisation Name (create)" in Zendesk mean that they don't exist as a record in Zendesk.

    Our default sync settings would be a good starting point for creating Orgs based on Salesforce Accounts. Based on the default matching criteria of Name, the sync will either create an Organisation if it doesn't exist in Zendesk, or update an existing Organisation if any of the mapped fields are changed.

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