New lead records aren't updating

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    Asked on March 27, 2018 at 03:04 PM

    If a lead already exists in our Salesforce account and they fill out the new Jotform, with new information and fields mapped - the new lead is not updated, including the lead status field.

    The only way I know they've completed a form is by manually looking in the submissions in Jotform. 

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    Answered on March 27, 2018 at 04:14 PM

    Unfortunately, I am not sure if I understood your question correctly, but if you are having issues with updating existing leads at SalesForce, please look through the following guide to check your integration:


    Duplicate checking doesn't just rely on email address. For contacts and leads, your form must have both full name and email fields that are properly matched.

    Let us know if you need more help.

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    Answered on March 27, 2018 at 05:56 PM

    Hi Victoria,

    Yes I have read through the material. My form includes email and full name. The settings on the form are to update existing entries. 

    On my form, I have a hidden field (lead status) set as partial. If an individual (lead) already exists in Salesforce, these records aren't being updated and the lead status is not changing (thus signaling to us that a new lead has come in). 

    In addition, none of the mapped fields are updating to the individuals jotform responses. 

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    Answered on March 27, 2018 at 07:46 PM

    I have checked your JotForm and see that Salesforce is integrated correctly on the form. Are you using any custom fields from Salesforce and matched to the fields on your JotForm? If so, could you try removing those fields and see if lead updating works? 

    If the issue still persists, could you also try reintegrating the Salesforce on the form and mapping minimal fields for isolating the issue further?

    Let us know if you need any further assistance. We will be happy to help.

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    Answered on March 28, 2018 at 10:17 AM


    Yes I have created custom fields in Salesforce and made sure the field type was matched properly (picklist, open-ended, etc.). 

    I have removed the integration once, and re-did it but the issue is still happening. 

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    Answered on March 28, 2018 at 12:13 PM

    I tested this issue, but I wasn't able to replicate it. The existing leads are updating properly on Salesforce.

    If it is possible (and if the issue persists) please try creating new token and integrate again, here is how:

    Please let us know how it worked.

    Thank you!