Salesforce Account Not Syncing with Zendesk
Why is my Salesforce account not syncing with Zendesk?
If your Salesforce account isn't syncing with Zendesk, it might be due to a conflict with the external ID. The Zendesk external ID must be unique across all organizations. If an organization with a given external ID already exists, any attempt to create another will fail.
This issue often arises when an organization has its external ID set from a previous Salesforce legacy integration. For example, if the legacy integration synced an account to create an organization in Zendesk, and then the account name in Salesforce is changed, the new integration might try to create a new organization with the same external ID, causing a sync failure. To resolve this, you can check the matching criteria in the Admin Center and ensure there are no conflicts with existing external IDs. For more details, visit theoriginal help article.
More related questions
How can I resolve external ID conflicts in Zendesk?
To resolve external ID conflicts in Zendesk, you have a few options. You can stop syncing the Account-ID into the external ID by disabling the 'Populate Zendesk organization external ID' option. This prevents collisions by not using the external ID…
What should I do if my Zendesk sync fails due to matching criteria?
If your Zendesk sync fails due to matching criteria, you should first check the matching criteria settings in the Admin Center. This is typically associated with name-matching but could involve other criteria as well. To confirm the issue, find the…
How can I check for existing external IDs in Zendesk?
To check for existing external IDs in Zendesk, you can use a specific URL format to search for organizations with a particular external ID. Replace {YOURACCOUNTID} with the account ID from your Salesforce account URL in the following link:…
What are the steps to disable external ID syncing in Zendesk?
To disable external ID syncing in Zendesk, you need to turn off the 'Populate Zendesk organization external ID' option. This prevents the collision of external IDs by not syncing the Account-ID into the external ID field. If the external ID is…
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