Why aren’t my Zendesk contacts or accounts linking to Salesforce cases?

Question

When the integration creates a Salesforce case, why is the Account Name blank if my ticket requester belongs to an account?

The Salesforce integration ticket sync feature creates a new contact if it doesn't find a match for the ticket requester. When does it link that contact to a Salesforce account?

Answer

Case not linked to an account:

If the ticket doesn't have an organization, the integration doesn't run a match. The integration creates the case and links it to the matched contact's account.

If the ticket has an organization and Account to Organization data sync is enabled, the Salesforce integration attempts to connect cases to accounts based on the match logic you set. The sync tries to match the ticket's organization to an account.

If Account to Organization data sync is disabled, the integration attempts to connect cases to accounts based on a name match.

If ticket sync creates a contact, or a contact syncs from Salesforce to Zendesk Support, the integration stores that relationship. It uses that contact to resolve ambiguous cases, for example when several contacts share the same email address.

New contact not linked to the relevant account:

Ticket sync can create a contact when it doesn't find a match. The integration links that contact to a Salesforce account only if the ticket's Zendesk organization syncs from a Salesforce account.