What syncs
Tickets: subject, priority, status, assignee and group, and the conversation on them.
People and organisations: from Zendesk into GoDesk only. Changes you make to a contact in GoDesk are not sent to Zendesk.
Tags come across when a ticket is first created. Later tag changes do not sync.
How often
Zendesk tells GoDesk about ticket changes within seconds, and GoDesk also checks every 2 minutes.
Changes made in GoDesk are sent to Zendesk within about 2 minutes. Several quick edits are sent together.
Replies and notes from GoDesk
Everything GoDesk sends to a Zendesk ticket arrives as a private note, never as a public reply. Zendesk never emails your customers because of GoDesk.
Each note says where it came from, for example an internal note from an agent, or a reply sent to the customer by WhatsApp or email from GoDesk.
Tickets raised in GoDesk after the sync went live are created in Zendesk too, tagged godesk.
Closed tickets
Zendesk does not allow changes to closed tickets. If there is new activity in GoDesk on a ticket that is closed in Zendesk, GoDesk opens a follow-up ticket in Zendesk and links it to the closed one.
A ticket deleted in Zendesk is kept in GoDesk.
When both sides change
GoDesk compares each field with the last version both sides agreed on. A field changed on one side only travels to the other.
If the same field changed on both sides, the later change wins. GoDesk lists it in Needs attention so you can check it.
Needs attention
The Zendesk page shows anything that could not sync, grouped by kind, with how many records it affects.
Choose Retry to try again, or Dismiss or Mark as checked if nothing needs doing. Dismissing never changes the records in GoDesk or in Zendesk, and you can undo it for 30 days. A problem clears itself when the record next syncs successfully.
Pause and change the set-up
Choose Pause sync to stop syncing and Resume sync to continue. Choose Change the set-up to revisit the matching steps.
Not covered yet
Attachments: files on Zendesk comments appear in GoDesk as links. Files added in GoDesk are not sent to Zendesk.
Contact and organisation changes made in GoDesk.
Help Center articles, Zendesk messaging and chat conversations, macros, SLA policies and custom ticket fields.
Tickets created in GoDesk before the sync went live are not sent to Zendesk.
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