I have integrated zendesk and salesforce using ticket sync. Cases are getting created on salesforce from zendesk. The account name and contact are correctly synced. But the case owner shows me and not the assignee of the ticket as the case owner. How can I fix this?
How to sync assignee in Zendesk ticket to case owner in Salesforce?
This topic has been closed for replies.
Following. Also having this issue. It seems like all Salesforce cases are getting assigned to me.
Hey folks! Our SFDC integration will always create the cases on behalf of/with the owner as the person who connected the integration. There is no setting or workaround on the Zendesk side for this.
We have seen customers leverage workflow/apex-triggers within SFDC to change the case owner accordingly after the case is created, but that will involve custom code on the SFDC side and unfortunately outside of our general scope.
As mentioned in the Standard field mappings section of our Setting up Ticket Sync from Zendesk to Salesforce article, the Zendesk Ticket Assignee does automatically sync to the SFDC Zendesk_Support_Ticket_Assignee_Name__c field (which is created when the ticket sync package is installed). This may be a field worth looking at if you do decide to setup custom code on the SFDC side to handle case assignment.
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.