Troubleshooting 'Unable to Lock the Row' Error in Sync
How can I troubleshoot the 'Unable to lock the row' error in ticket sync?
The 'Unable to lock the row' error during ticket sync usually relates to logic on the Salesforce side, such as case triggers or workflows. To troubleshoot, contact Zendesk support for assistance, as they can help determine if the issue is on the Salesforce side or if further investigation is needed.
This error indicates that exclusive access to a record couldn't be obtained, which might require adjustments in Salesforce settings or workflows.
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How can I enable Salesforce logs to debug ticket sync issues?
To enable Salesforce logs for debugging ticket sync issues, log in to Salesforce with an Administrator account. Navigate to Setup > Environments > Logs > Debug Logs and create a new User Trace Flag. Set the Traced Entity Type to 'User' and select…
What should I do if there's no log available for ticket sync issues?
If no log is available for ticket sync issues, it might indicate a problem with the User Trace Flag or the connection to Salesforce. Ensure the correct user is selected in the Trace entity name. You can find the user who authenticated the…
Why can't I sync tickets with descriptions over 32k characters?
Tickets with descriptions over 32k characters can't sync to Salesforce due to a field-length limitation on the Salesforce side. The Description field in the case object is capped at 32k characters, and any ticket with an initial comment exceeding…
Is the Zendesk to Salesforce sync one-directional?
Yes, the Zendesk to Salesforce sync is one-directional. Tickets sync from Zendesk to Salesforce, but updating a case in Salesforce will not update the ticket in Zendesk. For Account, Contact, and Lead syncs, the direction is from Salesforce to…
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