Because of SFDC concerns/cycles adding Zendesk mappings to the Account object is not always possible (depending on the customer), so the only option is to periodically upload mappings via a .csv into Connectors. This is not a scalable process & requires manual effort to maintain, as well as they could easily miss a new customer since Zendesk/GS/SFDC aren't directly integrated.
There is a way to send the Salesforce Account Id through the Zendesk connector but since we have to have the Account Id in Mappings first or tickets are mapped as UNKNOWN with account Id 9999999999, this is not a workable solution. Can we look at other ways to support mapping Zendesk Org Ids/Names in the future? Thanks!
Hi Sarah, we also provide the option to load the SFDC to Zendesk mapping from an object in SFDC (instead of bulk uploading a CSV). Details on that option are here. Does this help with your concerns?
Unfortunately it doesn't - that's not an option for this customer. Ideally, sending the SFDC Account Id through Zendesk would work since customers can add the SFDC Account Id to Zendesk, similar to how we'd add SFDC Account Id to a file ingested to S3 and be able to upload it without pre-mapping anything in the MDA for that data. Does that make sense at all? Not sure how well I described it.
I'll reach out to connect live on this with you Sarah, but for the benefit of others, we also provide the option right within the Zendesk Widget to map an unknown account to a SFDC account: details here
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