When using Fin for Zendesk, you might encounter issues where organization or user data does not sync properly. Common problems include missing company names or other important user data not displaying as expected within Fin. Below are steps to identify and resolve these issues.
Common problems
Data syncing issues
User or organization data entered in Zendesk does not appear in Fin.
Company information, such as "First Name and Company", is not displayed in conversations even when available in Zendesk.
Attribute mapping errors
Organization attributes in Zendesk are not correctly synced to Fin.
Mismatched or incomplete identifiers like email addresses or organization names prevent proper syncing.
Resolution steps
Follow the steps below to troubleshoot and resolve Zendesk data sync issues:
1. Verify organization mapping settings
Navigate to Settings > Integrations > Zendesk within your Fin platform.
Under the "Sync data from Zendesk" section, check that the Organization > Name attribute is enabled (marked with the Zendesk icon).
2. Re-sync organization data
Locate the "Re-sync" option next to the relevant attribute in the Zendesk integration settings.
Click Re-sync to ensure the latest organization data is pulled from Zendesk into Fin.
3. Verify company data in Fin
In Settings > Company Data, confirm that the synced organization data includes the "Name" field and is marked with the Zendesk icon. If fields are missing or incomplete, Fin cannot display the data in conversations.
4. Check for data mismatches
Ensure each end user in Zendesk has their Organization set correctly.
Verify that identifiers like email addresses or names are consistent across both Zendesk and Fin to enable proper syncing.
5. Troubleshooting persistent issues
If issues persist despite verifying the above settings, further investigation may be needed to examine specific user data or sync timing discrepancies. Contact our technical support team for additional assistance.