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Sync salesforce contacts/leads including Mailing Country

  • November 23, 2020
  • 7 replies
  • 0 views
Idan11

Hello,

Many times we received tickets from customers and the timezone is set to our local timezone.

Is it possible to sync the contact mailing country from salesforce to the country field in Zendesk?

 

This will allow us to make sure what is the timezone of the requested instead of open the contact in salesforce.

 

Hope to find an answer for that in here

    7 replies

    Brett13
    • Brett13
    • Community Manager
    • November 24, 2020

    Hi Idan,

    If "Country" is a custom user field in Zendesk then yes you should be able to sync that information over.

    Let me know if that's not what you're referencing here!

    Idan11
    • Idan11
    • Author
    • November 25, 2020

    Hi Brett,

    I am referring to timezone and not country, sorry.

    Is it possible to sync this data from SalesForce instead of edit it manually for each requester?

    Dwight
    • Dwight
    • December 1, 2020

    HeyO @Idan Battat It sounds like you're trying to sync time zone information into the native Time Zone field within the user on Zendesk. Unfortunately, our integration doesn't allow for syncing into this field, but that's a good idea for future development. Thanks for submitting this feedback!

    Mohammad11
    • Mohammad11
    • February 17, 2021

    @Dwight Bussman

    Hi Dwight, the ability to sync a Zendesk user's timezone from that a Salesforce user's mailing address would be super useful. Is this being considered right now? 

    Dwight
    • Dwight
    • February 17, 2021

    I'm not aware of this being in the works, but I will make sure this thread has been seen by our Product Managers in charge of those decisions.

    Mohammad11
    • Mohammad11
    • February 17, 2021

    Thanks @Dwight Bussman.

    The main reason why we are looking forward to that is because we are trying to establish separate SLAs for separate regions. For example, if a ticket is raised by a customer from Asia their SLA is measured based on Asia business hours.

    Is that something that's easily doable in Zendesk using Schedules and user timezones? Can you point me to any resources, be it a thread or any apps? Thanks!

    Dwight
    • Dwight
    • February 17, 2021

    HeyO @Mohammad Hasan

    The best thread I'm aware of for schedules/timezones can be found here: https://support.zendesk.com/hc/en-us/community/posts/115000451968 

    If that doesn't help answer your questions, I recommend reaching out to support directly to discuss this matter!

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