Question
Why is ticket sync failing with an error in the Zendesk Salesforce integration?
Ticket ID 123456 failed to sync :: STRING_TOO_LONG :: Description: data value too large
Answer
By default, the body description of a Zendesk ticket is synced with the Salesforce case body, which is a rich content text field. However, Salesforce currently limits this field to 32,000 characters.
There is no workaround at present, but you can consider the following:
- Open a case with the Salesforce Support team and inquire about increasing the character limit for the standard Case "Description" long text area field.
- Avoid creating tickets with more than 32,000 characters in the description. You can also recreate the ticket for the end user with less than 32,000 characters if a long thread was added to a short reply.
For more information, refer to this Salesforce article: The default limit on Long Text Area fields is 32,768 characters.