Configuring data sync from Salesforce to Zendesk

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<p id="docs-hc-snippet" style="display: none;">The Zendesk for Salesforce integration provides one-way data sync from Salesforce to Zendesk Support. This article describes how to set up two types of data sync:</p>
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<p id="docs-ai-summary-content">Configure data sync to automatically update your support system when Salesforce accounts, contacts, or leads change. Syncing ensures your records are current and linked, but remember it's a one-way sync from Salesforce. Set up involves configuring API settings, sync filtering, matching criteria, and field mapping. Be mindful of limitations like API governor limits and unsupported fields to avoid sync errors.</p>
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<div class="body">

<p class="p">The Zendesk for Salesforce integration provides one-way data sync from Salesforce to Zendesk
Support. This article describes how to set up two types of data sync:</p>
<ul class="ul" id="salesforce_data_sync_to_zendesk__ul_fht_1r4_rjb">
<li class="li">Salesforce accounts to Zendesk organizations — Zendesk organizations in Support are
automatically created and updated when Salesforce accounts are created or modified. </li>
<li class="li">Salesforce contacts or leads to Zendesk users — Zendesk users in Support are
automatically created and updated when Salesforce contacts or leads are created or
modified. </li>
</ul>
<div class="p">Data sync is available between one Salesforce organization and one Zendesk account. This
feature doesn't support multi-instance connections. <div class="note" id="salesforce_data_sync_to_zendesk__note_kxd_nrp_lkc">
<span class="notetitle">Note:</span> To sync other types of Salesforce data to Zendesk, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11170873092122" target="_blank">Creating automated data syncs for custom
objects</a>.</div>
</div>
<div class="p">This article contains the following sections:<ul class="ul" id="salesforce_data_sync_to_zendesk__ul_jpp_wtw_rjb">
<li class="li">
<a class="xref" href="#topic_ec4_kr4_rjb">Understanding the data sync process</a><ul class="ul" id="salesforce_data_sync_to_zendesk__ul_wzp_15w_rjb">
<li class="li"><a class="xref" href="#topic_j5g_jv4_rjb">Salesforce accounts to Zendesk Organizations sync</a></li>
<li class="li"><a class="xref" href="#topic_udd_pv4_rjb">Salesforce contacts or leads to Zendesk users sync</a></li>
</ul>
</li>
<li class="li">
<a class="xref" href="#topic_s3c_xv4_rjb">Setting up a data sync</a><ul class="ul" id="salesforce_data_sync_to_zendesk__ul_dz5_d5w_rjb">
<li class="li"><a class="xref" href="#topic_mpl_nw4_rjb">Configuring your Salesforce API settings and permissions</a></li>
<li class="li"><a class="xref" href="#topic_sns_fy4_rjb">Configuring Salesforce accounts to Zendesk Organizations sync</a></li>
<li class="li"><a class="xref" href="#topic_tsc_py4_rjb">Configuring Salesforce contacts or leads to Zendesk users sync</a></li>
</ul>
</li>
<li class="li"><a class="xref" href="#topic_tyr_h1p_rjb">Understanding sync filtering</a></li>
<li class="li"><a class="xref" href="#topic_cjz_s1p_rjb">Understanding matching criteria</a></li>
<li class="li">
<a class="xref" href="#topic_kqp_x1p_rjb">Understanding field mapping</a><ul class="ul" id="salesforce_data_sync_to_zendesk__ul_gnw_35w_rjb">
<li class="li"><a class="xref" href="#topic_myy_kbp_rjb">Salesforce accounts to Zendesk organizations field mapping</a></li>
<li class="li"><a class="xref" href="#topic_psn_qbp_rjb">Salesforce contacts or leads to Zendesk users field mapping</a></li>
</ul>
</li>
<li class="li"><a class="xref" href="#topic_sxg_xls_sjb">Checking your data sync setup</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<ul class="ul" id="salesforce_data_sync_to_zendesk__ul_u2b_jr4_rjb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827957274" target="_blank">Salesforce integration resources</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4468066453274" target="_blank">Why do phone numbers synced from Salesforce lose
their country code?</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ec4_kr4_rjb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the data sync process</h2>
<div class="body">
<p class="p">A data sync is triggered when a mapped field is updated in an existing Salesforce
record, or a new record is created. Any unmapped fields that are updated do not
trigger the sync.</p>
<p class="p">When a Salesforce record is created or changed, the syncing process determines
whether to create a new record or update an existing record in Zendesk Support. This
is done by comparing field values based on the defined criteria. </p>
<p class="p">Once a successful match of existing records has been made, or a new record has been
created in Support, the Salesforce and Support records are linked. This means that
subsequent updates to the record in Salesforce don't use matching criteria but
instead update the linked record in Support.</p>
<p class="p">If more than one matching result is found, the sync cannot determine which record
needs to be updated. Because this is a background process, the ongoing sync won't
update records and logs an unsuccessful sync event.</p>
<p class="p">If a Salesforce user updates a mapped field indirectly through a Salesforce flow, sales process, or Apex trigger, the field may not sync to Zendesk if the user who triggered the indirect update does not have edit permission to the mapped field.</p>
<p class="p">A sync is triggered to Zendesk when records are created or updated to a mapped field
using the Salesforce API.</p>
<p class="p">Because data syncing is one-way, any changes applied in Zendesk are not reflected in
Salesforce. </p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_j5g_jv4_rjb">
<h3 class="title topictitle3" id="ariaid-title3">Salesforce accounts to Zendesk Organizations sync </h3>
<div class="body">
<p class="p">The Salesforce account to Zendesk organization sync is a one-for-one sync that
uses account name to organization name for matching records by default. However,
not all Salesforce implementations adhere to this rule. If you have duplicate
account names, you can change this to another unique account field. This might
not be a suitable feature if you don't have unique account fields. </p>
<p class="p">This data sync has the following limitations: </p>
<ul class="ul" id="topic_j5g_jv4_rjb__ul_txh_lv4_rjb">
<li class="li">Data sync consumes Salesforce streaming API governor limits. For example, if
you have a large amount of data to be synced, this exceeds the governor
limit, and data may not sync. </li>
<li class="li">Salesforce Person accounts are imported as Zendesk Organizations. If you'd
prefer a Salesforce Person account to be added as a Zendesk user, you can
perform a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893496218" target="_blank">bulk import of users</a> or use the
<a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/users/users/#create-or-update-user" target="_blank">Create user API</a> with
Salesforce-specific
information.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_udd_pv4_rjb">
<h3 class="title topictitle3" id="ariaid-title4">Salesforce contacts or leads to Zendesk users sync</h3>
<div class="body">
<p class="p">The sync from Salesforce contacts or leads to Zendesk users is one-for-one, based
on unique email addresses. However, not all Salesforce implementations adhere to
these rules, so consider whether this feature suits your needs.</p>
<p class="p">This data sync has the following limitations: </p>
<ul class="ul" id="topic_udd_pv4_rjb__ul_qdt_vv4_rjb">
<li class="li">For security reasons, data sync will not sync a Salesforce contact to a
Zendesk user if the Zendesk user is an agent or admin.
</li>
<li class="li">Data sync consumes Salesforce streaming API governor limits. For example, if
you have a large amount of data to be synced, this exceeds the governor
limit, and data may not sync.</li>
</ul>
<div class="note">
<span class="notetitle">Note:</span> If you have multiple Salesforce contacts with the same email address belonging
to different accounts and want to sync to a user in Zendesk, use the multiple
organizations feature in Support. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832217882" target="_blank">Using the multiple organizations feature in
the Salesforce integration</a>.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_s3c_xv4_rjb">
<h2 class="title topictitle2" id="ariaid-title5">Setting up a data sync</h2>
<div class="body">
<p class="p">Setting up a data sync requires several tasks in Salesforce and Zendesk Admin Center. </p>
<p class="p"><strong class="ph b">To set up data sync for your integration</strong></p>
<ol class="ol" id="topic_s3c_xv4_rjb__ol_ctk_gw4_rjb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821555482" target="_blank">Connect your Salesforce organization to Zendesk</a>.</li>
<li class="li">Configure <a class="xref" href="#topic_mpl_nw4_rjb">Salesforce API settings
and permissions for syncing.</a>
</li>
<li class="li">In Admin Center, configure sync settings for <a class="xref" href="#topic_sns_fy4_rjb">Salesforce accounts to Zendesk organizations</a> and <a class="xref" href="#topic_tsc_py4_rjb">Salesforce contacts or leads to
Zendesk users</a>.</li>
</ol>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_mpl_nw4_rjb">
<h3 class="title topictitle3" id="ariaid-title6">Configuring your Salesforce API settings and permissions</h3>
<div class="body">
<p class="p">Before setting up a data sync, some Salesforce APIs settings and permissions must
be enabled for data sync to be successful. The information in the following
procedures is described for the Salesforce Lightning edition.</p>
<p class="p"><strong class="ph b">To enable the Salesforce API</strong></p>
<ol class="ol" id="topic_mpl_nw4_rjb__ol_hyc_cx4_rjb">
<li class="li">On the Salesforce <strong class="ph b">Setup</strong> page, select <strong class="ph b">Administration</strong> &gt;
<strong class="ph b">Users</strong> &gt; <strong class="ph b">Profiles</strong>.</li>
<li class="li">Select <strong class="ph b">System Administrator</strong> or the authenticated user's profile.</li>
<li class="li">Click<strong class="ph b"> System Permissions</strong> and select the <strong class="ph b">API enabled</strong>
checkbox.<br><img class="image img-screenshot" id="topic_mpl_nw4_rjb__image_a4y_njx_rjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_data_sync_api_enabled.png"><br>
</li>
</ol>
<p class="p"><strong class="ph b">To set streaming API channel permissions</strong></p>
<ol class="ol" id="topic_mpl_nw4_rjb__ol_jlf_px4_rjb">
<li class="li">On the Salesforce <strong class="ph b">Setup</strong> page, select <strong class="ph b">Administration</strong> &gt;
<strong class="ph b">Users</strong> &gt; <strong class="ph b">Profiles</strong>.</li>
<li class="li">Select the user profile of the admin setting up the integration.</li>
<li class="li">Click <strong class="ph b"> Object Settings</strong> &gt; <strong class="ph b">Streaming Channels</strong>, and under
<strong class="ph b">Object Permissions</strong>, select the <strong class="ph b">Read</strong> checkbox.<br><img class="image img-screenshot" id="topic_mpl_nw4_rjb__image_kgt_wjx_rjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_data_sync_object_perm.png" width="400"><br>
</li>
</ol>
<p class="p"><strong class="ph b">To set PushTopic permissions</strong></p>
<ol class="ol" id="topic_mpl_nw4_rjb__ol_z4n_vx4_rjb">
<li class="li">On the Salesforce <strong class="ph b">Setup</strong> page in the left sidebar, select
<strong class="ph b">Administration</strong> &gt; <strong class="ph b">Users</strong> &gt; <strong class="ph b">Profiles</strong>.</li>
<li class="li">Select the user profile of the admin setting up the integration.</li>
<li class="li">Click<strong class="ph b"> Object Settings</strong> &gt; <strong class="ph b">Push Topic</strong>, and click
<strong class="ph b">Edit</strong>.</li>
<li class="li">Under <strong class="ph b">Object Permissions</strong>, select the <strong class="ph b">Read</strong> checkbox, and click
<strong class="ph b">Save</strong>. <br><img class="image img-screenshot" id="topic_mpl_nw4_rjb__image_g4c_vmx_rjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_data_sync_push_topic.png"><br>
</li>
</ol>
<p class="p"><strong class="ph b">To enable Streaming API</strong></p>
<ol class="ol" id="topic_mpl_nw4_rjb__ol_u1v_cy4_rjb">
<li class="li">On the Salesforce <strong class="ph b">Setup</strong> page in the left sidebar, select <strong class="ph b">Platform
tools</strong> &gt; <strong class="ph b">User Interface</strong> &gt; <strong class="ph b">User Interface</strong>.</li>
<li class="li">Under <strong class="ph b">Setup</strong>, select the <strong class="ph b">Enable Streaming API</strong> checkbox. <br><img class="image img-screenshot" id="topic_mpl_nw4_rjb__image_e3z_2lx_rjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_data_sync_streaming_api.png" width="500"><br>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_sns_fy4_rjb">
<h3 class="title topictitle3" id="ariaid-title7">Configuring Salesforce accounts to Zendesk Organizations sync</h3>
<div class="body">
<p class="p">The following procedure explains setting up a sync so Zendesk organizations in
Support are automatically created and updated when Salesforce accounts are
created or modified.</p>
<div class="p">
<div class="note important" id="topic_sns_fy4_rjb__note_bqf_gwj_rwb">
<span class="importanttitle">Important:</span> This is an advanced feature. Once
data is synced from Salesforce to Zendesk, it is not reversible. We highly
recommend that you test this feature first.</div>
</div>
<p class="p"><strong class="ph b">To configure Salesforce accounts to Zendesk organization sync</strong></p>
<ol class="ol" id="topic_sns_fy4_rjb__ol_cwv_ly4_rjb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_sns_fy4_rjb__image_lpm_pjc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">On the Integrations page, click <strong class="ph b">Salesforce</strong>.</li>
<li class="li">Click the <strong class="ph b">Data sync</strong> tab. </li>
<li class="li">In <strong class="ph b">Accounts to Organizations sync</strong>, click <strong class="ph b">Configure</strong>.</li>
<li class="li">Select the <strong class="ph b">Enable syncing</strong> checkbox, and configure the settings for
which accounts and account fields are synced to Zendesk.</li>
<li class="li">In <strong class="ph b">Sync filtering</strong>, configure conditional filters to define which
Salesforce accounts are synced to Zendesk. For more information, see <a class="xref" href="#topic_tyr_h1p_rjb">Understanding sync filtering</a>.</li>
<li class="li">In <strong class="ph b">Matching criteria</strong>, set the criteria for matching Salesforce
accounts to Zendesk organizations. For more information, see <a class="xref" href="#topic_cjz_s1p_rjb">Understanding matching criteria</a>.</li>
<li class="li">In <strong class="ph b">Field mapping</strong>, map which Salesforce account fields you want to
populate with the Zendesk organization field. For more information, see
<a class="xref" href="#topic_kqp_x1p_rjb">Understanding field mapping</a>.</li>
<li class="li">In <strong class="ph b">Synced organization mapping</strong>, you can choose to map the Zendesk
organization to a Salesforce account. Select any standard or custom
Salesforce account field. This one-way sync is useful for displaying a
Zendesk user linked to a Salesforce account. <div class="note">
<span class="notetitle">Note:</span> This mapping field is a
place for Zendesk to send the Organization ID. Choose a field where
you'd want to see this data written. It will overwrite any information
that might have been there previously. The Salesforce integration only
writes the Organization ID into the synced organization mapping field on
the first successful sync. Subsequent syncs do not populate this field
within Salesforce.</div>
</li>
<li class="li">In <strong class="ph b">Zendesk external ID</strong>, select the checkbox if you want the external
ID to populate the Zendesk organization external ID field. This can only be
set to the Salesforce Account ID. <div class="note">
<span class="notetitle">Note:</span> Any existing external ID values are
overridden and cannot be reverted. This may impact other applications
that rely on this field. This change is only applied when you click
<strong class="ph b">Save</strong>.</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong> to save your configuration. Confirmation of saved settings
is displayed. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_tsc_py4_rjb">
<h3 class="title topictitle3" id="ariaid-title8">Configuring Salesforce contacts or leads to Zendesk users sync</h3>
<div class="body">
<p class="p">The following procedure explains configuring a sync so Zendesk users in Support
are automatically created and updated when Salesforce contacts or leads are
created or modified.</p>
<div class="note">
<span class="notetitle">Note:</span> For Zendesk user records to be automatically mapped to their corresponding
organizations upon a users sync, both <strong class="ph b">Contacts/Leads to Users sync</strong> and
<strong class="ph b">Accounts to Organizations sync</strong> must be
enabled.</div>
<p class="p"><strong class="ph b">To configure Salesforce contacts or leads to Zendesk user sync
settings</strong></p>
<ol class="ol" id="topic_tsc_py4_rjb__ol_ylr_yy4_rjb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_tsc_py4_rjb__image_lpm_pjc_ksb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">On the Integrations page, click <strong class="ph b">Salesforce</strong>.</li>
<li class="li">Click the <strong class="ph b">Data Sync</strong> tab.</li>
<li class="li">In <strong class="ph b">Contacts/Leads to User sync</strong>, click <strong class="ph b">Configure</strong>.</li>
<li class="li">Select the <strong class="ph b">Enable syncing</strong> checkbox, and configure the settings for
which contacts or leads and associated fields are synced to Zendesk. </li>
<li class="li">In <strong class="ph b">Sync Type</strong>, select if you want Zendesk users to be created based on
Salesforce contacts or leads. Note that you can only select one.</li>
<li class="li">In <strong class="ph b">Sync Filtering</strong>, configure conditional filters to choose which
Salesforce contacts or leads accounts are synced to Zendesk. For more
information, see <a class="xref" href="#topic_tyr_h1p_rjb">Understanding sync filtering</a>.</li>
<li class="li">In <strong class="ph b">Matching criteria, </strong>set the criteria for matching Salesforce
contacts or leads to Zendesk users. For more information, see <a class="xref" href="#topic_cjz_s1p_rjb">Understanding matching criteria</a>.</li>
<li class="li">In <strong class="ph b">Field mapping</strong>, map which Salesforce contact or lead fields you
want to populate with Zendesk organization field. For more information, see
<a class="xref" href="#topic_kqp_x1p_rjb">Understanding field mapping</a>.</li>
<li class="li">In <strong class="ph b">Synced user mapping</strong>, you can choose to map the Zendesk user to a
Salesforce contact or lead. Select any standard or custom Salesforce contact
or lead field. This one-way sync is useful for displaying a Zendesk user
linked to a Salesforce contact or lead.<div class="note">
<span class="notetitle">Note:</span> This mapping field is a place
for Zendesk to send the User ID. Choose a field where you'd want to see
this data written. It will overwrite any information that might have
been there previously. The Salesforce integration only writes the User
ID into the synced user mapping field on the first successful sync.
Subsequent syncs do not populate this field within Salesforce.
</div>
</li>
<li class="li">In <strong class="ph b">Zendesk external ID</strong>, select the checkbox if you want the external
ID to populate the Zendesk user external ID field. This can only be set to
the Salesforce Contact ID. <div class="note">
<span class="notetitle">Note:</span> Any existing external ID values are
overridden and cannot be reverted. This may impact other applications
that rely on this field. This change is only applied when you click
<strong class="ph b">Save</strong>.</div>
</li>
<li class="li">In <strong class="ph b">General options</strong>, select the <strong class="ph b">Send welcome email</strong> checkbox to
send a welcome email to new users in Support. For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824350746" target="_blank">Customizing the welcome email and the
account verification email</a>.</li>
<li class="li">Click <strong class="ph b">Save </strong>to save your configuration. Confirmation of saved settings
is displayed. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_tyr_h1p_rjb">
<h2 class="title topictitle2" id="ariaid-title9">Understanding sync filtering</h2>
<div class="body">
<p class="p">In the <strong class="ph b">Data Sync</strong> &gt; <strong class="ph b">Sync Filtering</strong> section, you can filter which
Salesforce accounts are synced to Zendesk or choose which Salesforce contacts or
leads accounts are synced to Zendesk. You can control the sync by building
conditional statements. If no filters are set, all accounts are in scope for
syncing. </p>
<p class="p">To create a sync filter condition, specify the field, the operator, and the
value:</p>
<ul class="ul" id="topic_tyr_h1p_rjb__ul_st5_j1p_rjb">
<li class="li">
<strong class="ph b">Meet ALL of the following conditions</strong>: All conditions added to this
section must be met to include the Salesforce record in the sync.</li>
<li class="li">
<strong class="ph b">Meet ANY of the following conditions</strong>: One or more conditions in this
section must be met to include the Salesforce record in the sync.</li>
</ul>
<div class="p">
<div class="note" id="topic_tyr_h1p_rjb__note_hbh_zw4_fvb">
<span class="notetitle">Note:</span> You are limited to three ALL and three ANY conditions
due to Salesforce PushTopic limitations.</div>
</div>
<p class="p">Sync filtering has the following rules:</p>
<ul class="ul" id="topic_tyr_h1p_rjb__ul_zn5_43s_sjb">
<li class="li">All values are case-sensitive.</li>
<li class="li">Separate multiple values in a picklist condition with a comma (no spaces). This
comma separation doesn't apply to other field types, such as text and string
fields. To include or exclude specific records, it's recommended to add a
checkbox field for filtering.</li>
<li class="li">When using a Salesforce picklist field in the sync filter, the value must be the
API name of the picklist options.</li>
<li class="li">The <strong class="ph b">Account Record Type</strong> field in Salesforce is not supported.</li>
<li class="li">When a checkbox type field is used as a condition, enter a <strong class="ph b">true</strong> or
<strong class="ph b">false</strong> value.<br><img class="image img-screenshot" id="topic_tyr_h1p_rjb__image_uxg_1z4_vnb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_data_sync_filtering_2.png" width="500"><br>
</li>
</ul>
<p class="p">The following Salesforce fields are not supported for filtering: </p>
<ul class="ul" id="topic_tyr_h1p_rjb__ul_drc_p3s_sjb">
<li class="li">Formula field</li>
<li class="li">Lookup field</li>
<li class="li">Long text area field</li>
<li class="li">Currency fields</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_cjz_s1p_rjb">
<h2 class="title topictitle2" id="ariaid-title10">Understanding matching criteria</h2>
<div class="body">
<p class="p">In the <strong class="ph b">Data sync</strong> &gt; <strong class="ph b">Matching criteria</strong> section, the criteria is set
for matching Salesforce accounts to Zendesk organizations, or Salesforce contacts or
leads to Zendesk users. When a record in Salesforce is created or changed, the
syncing process checks whether a new organization or user record in Support should
be created, or an existing organization or user record should be updated. This is
done by comparing the values set in the matching criteria that you set. When a match
is found, the corresponding fields are updated according to your field mapping
settings. </p>
<p class="p">The options in the Zendesk field drop-down vary according to the type of field you
select in the Salesforce drop-down. Standard and custom fields are supported for
matching.</p>
<p class="p"><strong class="ph b">Note</strong>:</p>
<ul class="ul" id="topic_cjz_s1p_rjb__ul_im5_v1p_rjb">
<li class="li">Only one matching criterion is supported.</li>
<li class="li">If more than one matching result is found, the sync won't be successful since it
can't determine which record needs to be updated. In this case, ongoing sync
won't update records and logs an unsuccessful sync event. </li>
<li class="li">The Phone field in Salesforce cannot be used as matching criteria to Zendesk
fields.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_kqp_x1p_rjb">
<h2 class="title topictitle2" id="ariaid-title11">Understanding field mapping</h2>
<div class="body">
<p class="p">The field mapping sections enable Salesforce fields to be mapped to Zendesk fields.
Every Salesforce account, contact, or lead field should be mapped to a standard or
custom Zendesk field. Mapped fields are updated during the sync.</p>
<p class="p">The Salesforce data is the "source of truth" for mapped fields. If a mapped Zendesk
field contains data upon sync, it is overwritten with the Salesforce data. If you
don't want to overwrite data in Zendesk, don't map the field. If a field is mapped
to a text field in Zendesk, an empty value in Salesforce will sync over to remove
the Zendesk value. </p>
<p class="p">The Tags, Email, and Phone fields are exceptions. These fields are <em class="ph i">appended</em>
with Salesforce values upon sync. Salesforce email addresses added to Zendesk during
sync are added as secondary addresses. </p>
<p class="p">When a multi-picklist Salesforce field is selected for mapping, a <strong class="ph b">Mapped
values</strong> link is displayed. The link opens a window to map multiple Salesforce
fields to Zendesk fields.</p>
<p class="p"><img class="image img-screenshot" id="topic_kqp_x1p_rjb__image_hv5_vwq_1qb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_data_sync_picklist_2.png" width="450"></p>
<p class="p">In this instance, avoid mapping multiple Salesforce fields to a single field in
Zendesk. Otherwise, only the last Salesforce field mapped will be synced.
</p>
<p class="p">The following Salesforce fields are not supported for mapping:</p>
<ul class="ul" id="topic_kqp_x1p_rjb__ul_l11_xjs_sjb">
<li class="li">Text area (long)</li>
<li class="li">Text area (rich)</li>
<li class="li">Text area (encrypted)</li>
<li class="li">Lookup field — Salesforce lookup fields cannot be mapped to Zendesk because the
lookup fields values are stored in a related Salesforce object</li>
<li class="li">Record type ID</li>
</ul>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_myy_kbp_rjb">
<h3 class="title topictitle3" id="ariaid-title12">Salesforce accounts to Zendesk organizations field mapping</h3>
<div class="body">
<p class="p">In <strong class="ph b">Data Sync</strong> &gt; <strong class="ph b">Accounts to Organizations sync</strong>, the <strong class="ph b">Field
mapping</strong> section maps the Salesforce account fields you want to populate
with Zendesk organization fields. This controls which field in the Salesforce
account record is synced as its related organization name. By default, this is
set to <strong class="ph b">Account Name to Organization Name</strong>.</p>
<p class="p">The drop-down options in the Zendesk field vary according to the type of field
you select in the Salesforce drop-down. The following table shows which
Salesforce field types can be mapped to Zendesk field types.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_myy_kbp_rjb__table_x1y_plp_rjb" rules="all" summary="">
<colgroup>
<col style="width:16.171954964176045%">
<col style="width:10.235414534288639%">
<col style="width:16.274309109518935%">
<col style="width:13.408393039918115%">
<col style="width:15.762538382804504%">
<col style="width:13.101330603889455%">
<col style="width:15.046059365404297%">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Salesforce field type</strong></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Text</strong></td>
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p" dir="ltr"><strong class="ph b">Drop-down</strong></p>
</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Decimal</strong></td>
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p" dir="ltr"><strong class="ph b">Checkbox</strong></p>
</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Date</strong></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Numeric</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">ID</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">String</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Phone</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Picklist</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Currency</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Boolean</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="vertical-align:top;">Checkbox</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Date/Time</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Number</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Double</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Date</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Multi</p>
<p class="p" dir="ltr">picklist</p>
</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Email</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_psn_qbp_rjb">
<h3 class="title topictitle3" id="ariaid-title13">Salesforce contacts or leads to Zendesk users field mapping</h3>
<div class="body">
<p class="p">In <strong class="ph b">Data Sync</strong> &gt; <strong class="ph b">Contacts/Leads to users sync</strong>, the <strong class="ph b">Field
mapping</strong> section maps Salesforce contact or lead fields you want to
populate with Zendesk user fields. This identifies which field in the Salesforce
contact or lead account record is synced as its related user. By default, field
mapping is set to <strong class="ph b">Email to Email</strong>. </p>
<p class="p">The drop-down options in the Zendesk field vary according to the type of field
you select in the Salesforce drop-down. The following table shows which
Salesforce field types can be mapped to Zendesk field types.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_psn_qbp_rjb__table_uzb_4mp_rjb" rules="all" summary="">
<colgroup>
<col style="width:92.68pt">
<col style="width:60.51pt">
<col style="width:89.62pt">
<col style="width:77.36pt">
<col style="width:82.72pt">
<col style="width:68.94pt">
<col style="width:76.6pt">
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Salesforce field type</strong></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Text</strong></td>
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p" dir="ltr"><strong class="ph b">Drop-down</strong></p>
</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Decimal</strong></td>
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p" dir="ltr"><strong class="ph b">Checkbox</strong></p>
</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Date</strong></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Numeric</strong></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">ID</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">String</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Phone</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Picklist</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Currency</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Boolean</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="vertical-align:top;">Checkbox </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Date/Time</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Number</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Double</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Date</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Multi</p>
<p class="p" dir="ltr">picklist</p>
</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Email</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">✓</td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
<td class="entry cellrowborder" style="vertical-align:top;"> </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested1" id="topic_sxg_xls_sjb">
<h2 class="title topictitle2" id="ariaid-title14">Checking your data sync setup</h2>
<div class="body">
<p class="p">Use the following checklist to help check your data sync is setup correctly:</p>
<ol class="ol" id="topic_sxg_xls_sjb__ol_p4s_sqs_sjb">
<li class="li" dir="ltr">Ensure you have the correct <a class="xref" href="#topic_mpl_nw4_rjb">Salesforce API settings</a> requirements for the
integration. </li>
<li class="li">Confirm you have only connected one Salesforce account to one Zendesk
account.</li>
<li class="li" dir="ltr">Sync filter: Confirm you aren't using unsupported Saleforce fields
such as Formula Field and Lookup field.</li>
<li class="li" dir="ltr">Sync filter: Confirm you're using the correct syntax in the sync
filter values. These are case-sensitive and must exactly match the Salesforce
field value. If you're using a Salesforce picklist field for filtering, the
value is the API name.</li>
<li class="li" dir="ltr">Sync field mapping: Check the field mapping includes <strong class="ph b">Name to
Name</strong>. This is mandatory because organizations can't be created in
Zendesk without a name. </li>
<li class="li">Sync field mapping: If you added or removed Zendesk dropdown field options or
Salesforce picklist options, you may need to remove and remap the field to
resolve sync errors or add new options.</li>
<li class="li">When testing the sync, did you make updates to the Salesforce fields that are
mapped to Zendesk? Sync is only triggered when a mapped field is updated. </li>
<li class="li">If you have <strong class="ph b">Validate user phone numbers</strong> enabled on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883052442#validate_phone" target="_blank">End users page in Admin Center</a>,
Zendesk verifies that all phone numbers synced from Salesforce use a valid <a class="xref" href="https://www.twilio.com/docs/glossary/what-e164" target="_blank">international E.164 format</a>. To avoid phone number
validation errors in Zendesk Support, format phone numbers using the E.164
format in Salesforce, which includes the plus sign (<strong class="ph b">+</strong>). For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4468066453274" target="_blank">Why do phone numbers synced from Salesforce
lose their country code?</a>
</li>
<li class="li">Picklist values: If there are straight quotes (") in the API Name of a picklist
value, Salesforce causes the sync to fail with an error. Replace straight quotes
with curly quotes instead.</li>
</ol>
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