Fredrik Strandberg

Hi!

We have an integration from our internal system to Zendesk Sell using the API. When users are created or updated in our system the users are created/updated in Zendesk Sell by using the upsert endpoint and using either the email or a custom field with an external ID to match existing contacts:

/contacts/upsert?email=user@company.com
/contacts/upsert?custom_fields[fieldname]=EXTERNALID

The problem is that duplicate contacts are sometimes created in Zendesk, and after some testing I found that if two upsert requests for the same contact is made quickly after each other, both requests create a new contact. I would assume that the first call creates a new contact, and that the second call would just update the newly created contact, but that does not seem to be the case.

So, my question is: Is the upsert endpoint not transactional in nature, i.e. you cannot trust that the first request has been fully processed before the next request is made? Is it me using the endpoint in the wrong way?

If the endpoint is not transactional, I will have to rewrite our system to use separate create and update requests and the upsert endpoint will not be usable for us. Using the update request will also require us to make an extra call for each update since we then need to fetch the contact_id for the contact to be updated (with upsert we could just use the email or external id).

Thank you in advance!

Also interested in this. We currently sync from a custom system to both Support and Sell, and regularly add new fields to the contacts. We have about 20 000 contacts.

With bulk update it takes mabye 20 minutes with Zendesk Support.

With single contact update it takes over 3 hours in Zendesk Sell.