For GitLab Support, we treat Salesforce (SFDC) as a single source of truth (SSoT). Because of this, we strive to keep all Zendesk information as up-to-date as possible. To achieve this, we have several sync mechanisms in place.
As GitLab's sync needs are very specific, we currently use a solution designed internally to achieve organization sync.
We sync the standard organizations using the zd-sfdc-sync-us-federal project, located in the GitLab Ops instance. The scripts within pair with GitLab CI/CD jobs to gather data from both SFDC and Zendesk US Federal, compare it, and sync the needed changes. Unlike Zendesk Global, this sync setup also syncs contacts under the Accounts in SFDC to Zendesk US Federal.
The script also does some slight data manipulation while gathering the date from SFDC. This is to ensure data integrity and make sure no issues occur once the data is sent to Zendesk.
SELECT Account.Account_ID_18__c, Account.Name, Account.CARR_This_Account__c, Account.Ultimate_Parent_Sales_Segment_Employees__c, Account.Account_Owner_Calc__c, Account.Number_of_Licenses_This_Account__c, Account.Type, Account.Technical_Account_Manager_Name__c, Account.Support_Level__c, Account.Manual_Support_Upgrade__c, Account.Region__c, Account.GS_Health_Score_Color__c, Account.Next_Renewal_Date__c, Solutions_Architect_Lookup__r.Name, (SELECT Current_Subscription_Status__c, Current_Term_End_Date__c, Current_Term_Start_Date__c, Plan_Name__c FROM Customer_Subscriptions__r WHERE Current_Subscription_Status__c = 'Active'), (SELECT Zuora__Status__c, Zuora__SubscriptionEndDate__c , Zuora__SubscriptionStartDate__c, Support_Level__c, Zuora__OpportunityName__c, Zuora__SubscriptionNumber__c FROM Zuora__Subscriptions__r WHERE Zuora__Status__c = 'Active') FROM Account WHERE Type IN ('Customer', 'Former Customer', 'Prospect') AND Account_Territory__c LIKE 'USPUB-FED%' AND (Support_Level__c IN ('Premium', 'Ultimate', 'Expired') OR (Support_Level__c = 'Basic' AND Number_of_Licenses_This_Account__c >= 2000))
SELECT Contact.Name, Contact.Email, Account.Account_ID_18__c, Account.Name FROM Contact WHERE Account.Type IN ('Customer', 'Former Customer', 'Prospect') AND Account.Account_Territory__c LIKE 'USPUB_FED%' AND (Account.Support_Level__c IN ('Premium', 'Ultimate') OR (Account.Support_Level__c = 'Basic' AND Account.Number_of_Licenses_This_Account__c >= 2000))