Creating automated data syncs for custom objects

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<p id="docs-hc-snippet" style="display: none;">Custom object data stored in Zendesk is often also tracked, in part, in other systems. It's important to ensure the data in Zendesk remains accurate and up-to-date so that your agents can rely on the data they see in Zendesk while working on tickets and service requests. The best way to do this is by connecting the system to Zendesk and creating a data sync.</p>
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<p class="p">Custom object data stored in Zendesk is often also tracked, in part, in
other systems. It's important to ensure the data in Zendesk remains accurate and
up-to-date so that your agents can rely on the data they see in Zendesk while working on
tickets and service requests. The best way to do this is by connecting the system to
Zendesk and creating a data sync.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_fqn_m5b_jkc__ul_ntw_cfg_jkc">
<li class="li"><a class="xref" href="#topic_w22_vn2_jkc">Connecting external systems for data syncs</a></li>
<li class="li"><a class="xref" href="#topic_z5c_f42_jkc">Adding a data sync</a></li>
<li class="li"><a class="xref" href="#topic_qff_x3g_jkc">Managing data syncs</a></li>
<li class="li"><a class="xref" href="#topic_unc_c3g_jkc">Monitoring data sync logs</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_w22_vn2_jkc">
<h2 class="title topictitle2" id="ariaid-title2">Connecting external systems for data syncs</h2>
<div class="body">
<p class="p">Data syncs inherently rely on external systems as a source of information. To access
that information, you must authenticate the connection to that system and then
define the schedule and specific data to be synchronized. </p>
<div class="p">Consider the following when connecting systems for data sync:<ul class="ul" id="topic_w22_vn2_jkc__ul_uhq_w2g_jkc">
<li class="li">Connections for data syncs are one-way. The connected system is the
<em class="ph i">source</em> and a Zendesk object is the <em class="ph i">target</em>.</li>
<li class="li">At this time, Salesforce is the only supported connection for data
syncs.</li>
<li class="li">
<p class="p">Authentication credentials used to connect to external systems are shared
between the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> and data syncs.
That means the authentication credentials provided when connecting an
external system to one of those features is automatically used when
connecting the system to the other feature. </p>
<p class="p">Because of the ability for data sync and action builder connections to
share authentication credentials, disconnecting an external system in
the action builder also disconnects it for data syncs. To minimize the
risk of breaking workflows, it isn't possible to disconnect an external
system from the Data sync page in Admin Center; instead, when necessary,
you must disconnect it through the action builder.</p>
</li>
<li class="li">Actions performed by a data sync are attributed to the <em class="ph i">System</em>
user.</li>
<li class="li">You can create a maximum of 5 active syncs per connected external
system.</li>
<li class="li">Every time a data sync runs, it performs a full sync. Incremental syncs are
not supported at this time.</li>
<li class="li">Every data sync runs daily.</li>
<li class="li">Admins can manually start a data sync and can cancel a data sync that is
running, but there is no direct "retry" option.</li>
<li class="li">A data sync can't be undone. If necessary, admins can delete synchronized
records directly.</li>
<li class="li">When a data sync runs, Zendesk records are uniquely identified by their
external ID.</li>
</ul>
</div>
<div class="p">
</div>
<div class="p">
<strong class="ph b">To connect an external system</strong><ol class="ol" id="topic_w22_vn2_jkc__ol_bvr_rcg_jkc">
<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_w22_vn2_jkc__image_ynm_yjn_sxc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tools &gt; Data sync</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add connection</strong>.</li>
<li class="li">Under <strong class="ph b">Connection</strong>, select <strong class="ph b">Salesforce</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">If prompted, enter your credentials to authenticate the connection and
authorize access to the external system.<p class="p">If you select a system that is
already connected to the action builder, you won't be prompted to
re-enter your credentials.</p>
</li>
<li class="li">Click <strong class="ph b">Done</strong> to return to the Data sync page or click <strong class="ph b">Add sync</strong>
to immediately <a class="xref" href="#topic_z5c_f42_jkc">add a data sync</a> for
the connected system.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_z5c_f42_jkc">
<h2 class="title topictitle2" id="ariaid-title3">Adding a data sync</h2>
<div class="body">
<p class="p">After a system is connected to Zendesk for data synchronization, you can create the
sync. A <em class="ph i">sync</em> consists of the schedule on which it occurs and the particular
data that is synchronized. Data configured to be synchronized must be mapped between
the external system's object and a Zendesk object. </p>
<div class="p">
<strong class="ph b">To create a data sync</strong><ol class="ol" id="topic_z5c_f42_jkc__ol_fpp_42g_jkc">
<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_z5c_f42_jkc__image_ynm_yjn_sxc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tools &gt; Data sync</strong>.</span></li>
<li class="li">Next to the connection you want to synchronize data with, click the options
menu (<img class="image" id="topic_z5c_f42_jkc__image_uzj_s2g_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Add sync</strong>.</li>
<li class="li">Enter a unique and recognizable <strong class="ph b">Sync name</strong>.</li>
<li class="li">Under <strong class="ph b">Set sync schedule</strong>, select the <strong class="ph b">Time</strong>, in the account's
timezone, at which you want the data to be synced each day.</li>
<li class="li">Under <strong class="ph b">Objects</strong>, select the source object and the <strong class="ph b">Zendesk object</strong>
you want to map it to.<p class="p">The source and Zendesk objects can't be changed
after the sync is created.</p>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
<li class="li">Map the fields of the selected source object to the fields of the selected
Zendesk object. Either:<ul class="ul" id="topic_z5c_f42_jkc__ul_stl_5gg_jkc">
<li class="li">Manually select fields from the source object that map to the
Zendesk object's required fields. Then click <strong class="ph b">Add mapping</strong> and
select source and Zendesk object fields to map any additional data
you want to sync.</li>
<li class="li">Click <strong class="ph b">Suggest mapping</strong> to use admin copilot to generate the
mapping, then click <strong class="ph b">Apply mappings</strong>. If necessary, you can
manually adjust the suggested mappings.<p class="p"><img class="image" id="topic_z5c_f42_jkc__image_om1_jpw_lkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/data_sync_ai_mapping.png" width="600"></p>
</li>
</ul>
<div class="note" id="topic_z5c_f42_jkc__note_lxs_ll1_kkc">
<span class="notetitle">Note:</span> Relationships can't be mapped through data
syncs at this time.</div>
</li>
<li class="li">Click <strong class="ph b">Save and test</strong>.<p class="p">The test will retrieve and map the first five
records from your source system for you to review.</p>
</li>
<li class="li">(Optional) Select <strong class="ph b">Immediately run the sync on activation</strong>, or deselect
the option to wait until the scheduled time to run.</li>
<li class="li">Click <strong class="ph b">Activate</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_qff_x3g_jkc">
<h2 class="title topictitle2" id="ariaid-title4">Managing data syncs</h2>
<div class="body">
<p class="p">After you connect an external system and create data syncs, you can view a data sync
summary for each connected system.</p>
<div class="p">
<strong class="ph b">To manage a connector's syncs</strong><ol class="ol" id="topic_qff_x3g_jkc__ol_asm_hjg_jkc">
<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_qff_x3g_jkc__image_ynm_yjn_sxc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tools &gt; Data sync</strong>.</span></li>
<li class="li">Next to the connector you want to manage syncs for, click the options menu
(<img class="image" id="topic_qff_x3g_jkc__image_krw_4jg_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">View runs</strong>.<p class="p">This opens a
sync overview with cumulative data across the top and a list of the
connector's syncs below.</p>
</li>
<li class="li">Next to a sync, click the options menu (<img class="image" id="topic_qff_x3g_jkc__image_oyb_vjg_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select one of the following options:<ul class="ul" id="topic_qff_x3g_jkc__ul_vll_vjg_jkc">
<li class="li">
<strong class="ph b">Run now</strong>: Initiates the sync to run immediately, outside of
its scheduled time.</li>
<li class="li">
<strong class="ph b">View runs</strong>: Opens a list of the sync's runs with details about
each, including the status of the run, number of records updated,
start date and time, and errors.</li>
<li class="li">
<strong class="ph b">Edit sync</strong>: Opens the sync details so you can update them as
needed.</li>
<li class="li">
<strong class="ph b">Activate</strong> or <strong class="ph b">Deactivate</strong>: Changes the sync's
status.</li>
<li class="li">
<strong class="ph b">Delete</strong>: Permanently deletes the sync. This option is only
available when a sync is inactive.</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_unc_c3g_jkc">
<h2 class="title topictitle2" id="ariaid-title5">Monitoring data sync logs</h2>
<div class="body">
<p class="p">Every time a data sync runs, it is logged on the Sync logs page in Admin Center. At a
glance, you can see run-level information and record-level errors for
troubleshooting, including the status of the data sync, number of records updated,
and the number of errors.</p>
<div class="p">
<strong class="ph b">To view the data sync logs</strong><ol class="ol" id="topic_unc_c3g_jkc__ol_syp_wkg_jkc">
<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_unc_c3g_jkc__image_ynm_yjn_sxd" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tools &gt; Sync logs</strong>.</span></li>
<li class="li">Review the logs of every run of all syncs.</li>
<li class="li">(Optional) From the Sync logs page, you can use the options menu (<img class="image" id="topic_unc_c3g_jkc__image_l1v_ykg_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to a run to cancel a run that's in
progress or retry a run that failed.</li>
</ol>
</div>
</div>
</div>
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