Salesforce Integration - Deleting an Organization or Contact/Lead needs to be deleted in Zendesk to | Community
Skip to main content

Salesforce Integration - Deleting an Organization or Contact/Lead needs to be deleted in Zendesk to

  • May 7, 2020
  • 4 replies
  • 0 views
E

Hello there,

We're currently working on the integration between Salesforce and Zendesk and have encountered an obstacle related to having Organizations or Contacts/Leads deleted in Salesforce but not in Zendesk.

Since Salesforce is the CRM we're using and the Master of that data, Zendesk will never know when or that an Organization or a contact/lead has been deleted unless that information is provided. Since Zendesk is never given this information, the organizations/contacts/leads will only increase over time and never be deleted unless it's done manually.

In order to have a seamless integration, it is important to have organizations/contacts/leads deleted in Salesforce also deleted in Zendesk automatically.

Is this something that you will improve?

    This topic has been closed for replies.

    4 replies

    Dwight
    • Dwight
    • May 7, 2020

    Hi Emelie,

    I believe it was a conscious decision on the part of our Developers to avoid loss of information on the Zendesk side, but I can definitely see your point about wanting to keep the two systems in agreement. I'm also not sure if this is technically possible with our current syncing mechanisms, as these rely on the Salesforce Streaming API, and I'm not certain if that logs an event for record deletion. 

    I will raise this suggestion to our Developers to be sure they're aware of the feedback. I'll also let you know if I hear back from them on the technical limitations of this (or the "why" behind the decision if it was purely a choice on our part).

    Thanks

    E
    • Emelie13
    • Author
    • May 8, 2020

    Hi Dwight,

    Thank you, I'll wait for the feedback.

     

    //Emelie

    Dwight
    • Dwight
    • May 8, 2020

    Hi Emelie,

    I've heard back from our Developers, who have indicated that this is by design and not a streaming API limitation. They are hesitant to offer deletion from Salesforce as this has the potential to result in "orphaned" tickets/users within Zendesk. They also said that they can see the use-case for such a feature, so they're adding it to their feature-requests list for tracking need of other customers. I suspect that if enough other folks ask for such a feature, it may make its way onto the roadmap.

    Thanks for reaching out about this!

    Dwight

    E
    • Emelie13
    • Author
    • May 8, 2020

    Hello Dwight,

    Thank you for getting back so quickly and for the explaination.

     

    Okey, I will keep my fingers crossed then :)

     

    Thanks!

    Terms & ConditionsCookie settingsAccessibility statement