Hi @davedeveloper,
Great question! To boost your visibility, I've moved your post to the Troubleshoot custom flows section of the community. I'll also reach out internally and see if we can find out what might happen.
Thanks,
Kathyana
Hi @davedeveloper,
So, the purpose of the flow in question is to sync Salesforce accounts as Zendesk Support organizations. When an account is updated/created in Salesforce, this integration flow exports accounts from Salesforce to Zendesk Support organizations.
Do you have Salesforce accounts you want to move into ZD Support as organizations? The flow will take your newly created or updated SF accounts and map them into Zendesk as if they were organizations. If ZD Support doesn't have a concept of organizations, this should create new organizations. This is where mapping can come in handy. You can map the Salesforce accounts to new ZD organizations.
The flow is a create/update operation, so where you don't have organizations, the flow will create new ones.
You don't have to turn on a flow if it won't benefit or suit your needs. That's the best part about using Celigo's templates! You can choose what to enable or disable.
Let me know if you need more help.
Thanks!
Thank you, Kathyana.
Our instance of Zendesk was not created with the concept of organizations. Can you please outline the criteria on how the flow will map SF accounts into Zendesk?
We have tried other Zendesk integrations and found this to be a stumbling block with a very manual process, which we are trying to avoid.
Any additional insights or guidance is much appreciated.
Hi @davedeveloper,
If your Zendesk instance doesn't have the concept of organizations, are you still planning on using the flow to map SF accounts into Zendesk? If the concept doesn't exist in your instance, you may have to create it manually first. Mapping basically allows you to map export fields to your import fields. For example, a firstName field in SF may map to a name field in Zendesk. But if you don't have any import fields (because the concept doesn't exist in Zendesk), I imagine this would be a challenge as there's nothing to map to.
I would recommend Office Hours, as you can get live help from Celigo directly.
As I mentioned previously, you don't have to use a flow just because it's available in a template. If you don't see a need for the flow or it doesn't apply, you don't have to enable it.
If necessary, you may have to enable or create organizations in Zendesk first. It may be as simple as a toggle in Zendesk that allows you to add an Organization field. But it could also be more complex.