If you have Custom Fields on Accounts and Contacts in your Salesforce account, you can create those same Custom Fields for Customers and Contacts in your TeamSupport account. On the initial sync, Salesforce will update the fields in TeamSupport. On subsequent syncs, any updates in these fields will be pulled into TeamSupport. If there were any changes made to these fields from within TeamSupport, they will be overwritten by the data in Salesforce.
If you have Custom Fields on Cases in your Salesforce account, you can create these same Custom Fields for Tickets in your TeamSupport account. If you have “Pull-In Cases as Tickets” and “Push-Out Tickets as Cases” selected, the sync will keep the two systems up to date with the latest changes from either system. In the event of a conflict, the newest update will win. For example if the status is updated on a Ticket at 10:00 and the linked Case was updated at 10:05, the next time the sync runs, the new status will be pulled into TeamSupport and the status will be updated.
To add a Custom Mapping, first choose a Mapping Type: Account, Contact, or Ticket. Based on your selection, the available TeamSupport fields will be displayed in a drop down menu. Please note that Standard and Custom Fields are displayed in this list. Next, type in the Salesforce field name.
Finally, click the “Add mapping” button. Your map will be displayed in the appropriate category.
A common field to map for Accounts and Contacts is called “IsActive”, which can be found under custom mappings. By mapping this field to your Salesforce field, you can automatically mark Accounts and Contacts as no longer being active.
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