Zendesk User Manual
A basic walkthrough of Zendesk for new Agents can be found here:
Salesforce Accounts to Zendesk Organizations (Sync Fixes)
The sync between the PDDS Salesforce and the Apteryx Zendesk has been set up (in its initial stages), and our method of moving around accounts will change with this new connection. The first thing to know is what is getting synced:
Salesforce Account |
Zendesk Organization |
Description |
GUP ID - Global ID |
GUP ID - Global ID |
Master matching ID field |
GUP ID |
Parent Account ID |
ID of parent account (if part of heirarchy) |
Global ID |
Account # - Global ID |
Account ID (will match GUP ID if solo/parent account) |
PGID-OID |
PGID-OID |
Denticon ID |
Apteryx Address |
Apteryx Address |
-self explanatory- |
Under Support |
SF Support Flag |
The value of the flag field in SF for whether the account has support or not |
Contract Expiration Date |
Contract Expiration Date |
Will replace all of the other Support Expiration Date fields |
Account Phone |
Practice Phone |
-self explanatory- |
Practice Email |
-self explanatory- |
|
Address* |
Practice Address |
(Not currently syncing - SF field needs created) |
True ID* |
Salesforce Account ID |
(Not currently syncing - SF field needs created) |
Reseller Name* |
Reseller Name |
(Not currently syncing - SF field needs created) |
Reseller ID* |
Reseller ID |
(Not currently syncing - SF field needs created) |
[Process no longer used] Try and match Accounts in PDDS Salesforce to Organizations within Zendesk by Name, Phone Number (search practice_phone:5551234567), Apteryx Address (search Apteryx_address:example.Apteryx.net), or even Legacy Salesforce Account Number (search account_number:00012345). If you find one that matches, copy over the GUP ID - Global ID into the custom field and cope over the Account Name from Salesforce into Zendesk. This will cause the next update in Salesforce to update that Organization in Zendesk.