Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences) I am requesting that the native Zendesk-Salesforce integration support the mapping and synchronization of Salesforce "Long Text Area" fields to Zendesk Multi-line text fields. Currently, these fields are completely hidden from the Data Sync mapping UI. This limitation directly affects our Zendesk administrators, who cannot build complete data profiles, and our Zendesk team members, who lack critical customer context (like Account Summaries) within their Zendesk workspace.
What problem do you see this solving? (1-2 sentences) This feature would eliminate the data silos between our CRM and ticketing system regarding complex, paragraph-based text data. It ensures agents have immediate access to comprehensive account summaries and historical notes directly inside Zendesk, reducing tab-switching and resolution times.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences) We encountered this issue just this week while trying to sync an "Account Summary" field generated by our BI team in Salesforce. Despite verifying that all Field-Level Security (FLS) permissions were fully open, the field was unsupported by the native integration and completely filtered out of the UI. This happens every time we try to bring over large text data from Salesforce. It severely impacts our operational efficiency by forcing us to maintain fragmented data architectures.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences) Yes, we are forced to bypass the native integration entirely for these fields and use a third-party automation platform (Make.com). We catch the Salesforce payload via webhooks, parse the text, and manually update the Zendesk Organization via API.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences) The ideal solution is to expose "Long Text Area" fields in the Data Sync field mapping dropdown alongside standard text fields. If character limits are a backend concern, the integration should simply truncate the incoming Salesforce string to fit Zendesk's 65,536 character limit, rather than disabling the sync capability for the entire field type.