Our Zendesk sync is configured so that requester email addresses are matched and synced to existing Lead or Contact email addresses in Salesforce. When there is no matching email address, a new Contact record is created in Salesforce without an Account. You cannot edit a Contact record that is not related to an Account (Account field is required to Save) but often the Account/Company details are unknown. It makes more sense to create a new Lead record instead of a Contact record in these situations (Leads can always be converted to Contacts if needed, but not vice versa) but Zendesk currently does not have that option. Has anyone else had a problem with this or found a solution/workaround for it?
Zendesk creates new Contacts instead of Leads in Salesforce
Hello Jessica!
It's actually pretty easy to change between Contacts and Leads when you have an option "create new user if no match is found" for the ticket requester.
All you have to do is to go to Salesforce integration settings in Admin Center in Zendesk, then click Data sync > Ticket sync. Under Ticket request matching there is a switch allowing you to choose whom you would like to create - Contacts or Leads - when there is no match for ticket requester. Change it to Leads if you would like to create Leads:
I hope this helps!
Thank you for your comment. This sounded like the perfect solution but may not be after all. I just tested it out by changing the Related Salesforce objects to Leads. I got an alert that said, "You have selected Contacts in your Contacts/Leads to Users sync. This is different to the related Salesforce object selected above and may cause conflicts. It's recommended you sync to the same object," but ignored it.
I then submitted a test ticket using an email address tied to an existing Salesforce Contact, and another test ticket using an email address that does not exist in Salesforce. The second test, using an email address that's not in Salesforce worked successfully by creating a new Lead instead of a new Contact. However, the first test using an existing Salesforce Contact's email address did not work - the ticket was not synced to the Contact's record in Salesforce where previously, it would have synced.
Thank you for your answer and highlighting this behaviour. I hope you are doing well !
This behaviour is currently under investigation / clarification on our side and will provide with an update as soon as possible. Unfortunately, I don't have any time estimation yet.
Thank you for your patience and understanding.
Have a great rest of your day,
Best regards.
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Hi Yasmine!
No updates yet on the investigation but the team is still working on this. We still don't have an ETA on the update but we'll definitely post any news here.
Best regards.