Forums/Documentation/Setting up integrations

Salesforce step 4: Setting up sending Zendesk tickets into Salesforce

Erin Boyle
posted this on September 24, 2012 16:46

If you have configured user and organization syncing, now you can enable Zendesk to send all ticket information to Salesforce using a target. This is useful for including Zendesk tickets in support analytics generated through the Salesforce reporting module.

When Zendesk sends ticket information to Salesforce, if an exact email match is not found between the ticket requester and a Contact (not a lead), a new Contact is created in Salesforce.

Note: If you want to see Zendesk ticket information without sending the ticket information into Salesforce, you can add a VisualForce page with a list of tickets. For information, see Adding ticket view to your Salesforce Account, Contact, Lead, and Opportunity layouts.

If you haven't already done so, install the Salesforce app in Zendesk and the new Zendesk for Salesforce app in Salesforce. To check the version of your Zendesk for Salesforce app in Salesforce, go to the Administration Setup page, then select Setup > Installed Packages.

Editing your target and trigger in Zendesk

When you installed the Salesforce app in Zendesk, Zendesk automatically created a Salesforce target that you will use to send information to Salesforce. You need to edit the target to send full ticket details.

Zendesk also automatically created a trigger named Create a record in Salesforce when ticket is solved in your Zendesk. As the name implies, this trigger creates a new Salesforce Zendesk ticket whenever a ticket is solved.

To edit your Salesforce target
  1. In Zendesk, click the Manage icon () in the sidebar, then select Extensions in the Settingssection.
    Zendesk Classic: Select Settings > Extensions.
  2. Click the Target tab.
  3. Find the Salesforce target, then click Edit to modify the target.
  4. For the Ticket information option, select Send full ticket details as a custom object.
  5. Select Update target, then click Submit.
To modify and activate your Salesforce trigger
  1. In Zendesk, click the Manage icon () in the sidebar, then select Triggers & mail notifications in the Settingssection.
    Zendesk Classic: Select Manage > Triggers & mail notifications.
  2. Find the new trigger, Create a record in Salesforce when ticket is solved, then click Editto modify the trigger's conditions.

  3. Modify the conditions of this trigger as needed, then click Update trigger.

    send full ticket details

  4. Click Activate to enable the trigger.

Now when you solve a ticket, a Salesforce Zendesk ticket is created in your Salesforce organization.

Customizing the Zendesk ticket in Salesforce

By default, Zendesk maps the following system fields to the Zendesk Ticket object automatically:
  • Zendesk Ticket ID
  • Status
  • Subject
  • Priority
  • Requester
    • lookup field to a Contact record
    • attempts to match on Zendesk user id (if syncing is turned on)
    • attempts to match on email address (if syncing is turned off)
    • creates a new Contact if no match was found
  • Organization name
    • lookup field to an Account record
    • attempts to match on Zendesk organization id (if syncing is turned on)
    • attempts to match on Account name (if syncing is turned off)
    • creates a new Account if no match was found
  • Group
  • Assignee
  • Tags
  • Description
  • Comments
  • Date/Time created
  • Date/Time update
  • Date/Time solved
  • Date/Time initially assigned
  • Resolution time (calendar & business)
  • Requester wait time (calendar & business)
  • Agent wait time (calendar & business)
  • Hold time (calendar & business)
  • Reply time (calendar & business)

The Salesforce target also sends all data from custom fields into Salesforce. To take advantage of this feature, you need to expose custom data on the Zendesk Ticket option by completing some steps for each custom field.

To expose custom data on the Zendesk Ticket
  1. In Salesforce, go to the Administration Setuppage.

  2. In the left panel, under App Setup, select Create > Objects.
  3. Click the Zendesk Ticketobject (not Edit).

  4. In the Custom Fields & Relationships section, click New.
  5. Select a Data Type for your new field, then click Next.

    In most cases, Text, Text Area, or Number is appropriate. For Zendesk drop-down fields, a Text field is sufficient. Only the selected value will be synced, not all the options in the list.

  6. Enter a Field Label.

    Matching the Field Label to the Zendesk Custom Field Name is preferred, but not required.

  7. Complete the other mandatory fields, then click Next.
  8. Click Next again, then click Save.
  9. Click the Zendesk tab in the Zendesk for Salesforce app.
  10. In the Ticket Mapping section, click Get Custom Ticket Fields.

    A list of custom fields from your Zendesk account appears. Note: You must have already created custom fields in Zendesk.

  11. Map your custom Zendesk field to the new field you created on the Salesforce Zendesk Ticket object.
  12. . Click Save.

When a ticket is sent into Salesforce via the target in Zendesk, your custom field data will automatically populate according to these mappings.

Note: For advanced users: If you want to create custom links to other Salesforce objects, check out Custom links in Salesforce Zendesk ticket.

Editing from the Zendesk Ticket object

The Zendesk Ticket object is synced one-way: from Zendesk to Salesforce. Making changes directly to the Zendesk Ticket object will not update information in Zendesk. You can, however, access and edit the ticket from Salesforce by clicking "edit ticket details."  Your changes will be saved directly in Zendesk.

Note: You must be an Agent or a Light Agent in Zendesk to edit tickets. Light Agents are limited to adding private comments in tickets.

To edit a ticket and save changes directly to Zendesk
  1. In Salesforce, open a Zendesk Ticket record, then click Personal Settings.

  2. In the Authentication section, enter your Zendesk login and password, then click Save.
    Note: You must be an Agent or a Light Agent in Zendesk to edit tickets. Light Agents are limited to adding private comments in tickets.
  3. In the Zendesk Ticket record, click Edit Ticket Details.
  4. Click Edit.
    Alternatively, click New if you want to create a new ticket in Zendesk.
    Note: You cannot edit Closed tickets.
  5. Make any changes you'd like, then click Save.

    You are redirected to the Zendesk Ticket.

Any changes you made will appear directly in Zendesk on your ticket. Depending on how you have configured your Salesforce trigger, you may not see the update reflected in the Salesforce Zendesk Ticket object.

When you have completed the procedures in this article, you can move on to Step 5: Configuring fields for Zendesk user profiles if you are using Zendesk Classic.

 

Comments

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Daniel Apone

I think this sounds great, but it doesn't quite work properly for me. I think it might have to do with the old Ticket-to-Case mapping still being active.

 

When my Zendesk tickets are updated, it appears to notify the Salesforce target properly. However, instead of the custom Zendesk Ticket Object being created, a new Case is made in Salesforce instead. How do I turn off the now deprecated Ticket-to-Case? On the Zendesk settings page, there's no "disable" option for this feature...

December 26, 2012 13:45
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Erin Boyle
Product Manager
Hi Daniel, It looks like we missed a step in the instructions - there's a setting if you edit your Salesforce target in Zendesk (Settings > Extensions > Targets) that will allow you to flip to the new Zendesk Ticket object. We'll get that added to this article - thanks for pointing it out! Erin
January 02, 2013 10:04
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Mohan Achar
svndocs

Hi, I do not see Organization and Account Mapping section, in my salesfore Zendesk Tab. - Any help ?

January 10, 2013 16:49
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Erin Boyle
Product Manager

Hi Mohan,

Have you installed the latest version of the package from AppExchange?  You should have version 3.16 (or later) of the package.

Best,
Erin 

January 10, 2013 17:20
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Mohan Achar
svndocs

I was in a earlier version. Upgrading to latest 3.16 helped. Thanks Erin.

January 10, 2013 19:42
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Mohan Achar
svndocs

I am not able to create new tickets in within salesforce from Zendesk ticket object. I did follow the steps on authenticating the user from personal settings - no change.

January 28, 2013 14:15
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Jennifer Rowe
Zendesk

Hi Mohan,

I see you have a ticket open, so i assume your issue is being addressed there. If not, please let us know!

thanks!

February 07, 2013 14:57
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Christopher Newhouse
adroll

Hi,

I did an install on our Sandbox instance a month ago that went great, but I don't see anything in the current docs about where to add the Zendesk Tickets to the Page Layouts of Contacts, Leads, Accounts and Opportunities.

 

I'm sure I just missed them, but I did like about 5 times on all the pages...  Any help would be greatly appreciated!

February 28, 2013 16:58
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Erin Boyle
Product Manager

Hi Christopher,

I am hiding them from you!  Technically they're at the bottom of this page:  https://support.zendesk.com/entries/22342448

Long story short / tl;dr:  You can add a related list of Zendesk Tickets on Account or Contact.  If you want to add them to Lead and Opportunity, you'll need to follow the rather long instructions in that link and do some custom Apex trigger work.

Alternatively, you could keep using the VisualForce Pages that have been included in previous versions of the package without needing to do any custom Apex work - documentation on those are here: https://support.zendesk.com/entries/22579147

I hope this helps!  If you need additional assistance please feel free to log a request with support@zendesk.com and we can help you through the process.

Best,
Erin 

February 28, 2013 17:06
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Harley Pellowe
exactearth

Hi,

When we try to test our SalesForce target we get an error saying: Error during transmission: Salesforce Login Failed: INVALID LOGIN; Login request to wrong instance. Please try this URL: https://login.salesforce.com. The rest of our integration with SalesForce seems to be working, though. Any ideas? Thanks!

March 05, 2013 12:00
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Erin Boyle
Product Manager

Hi Harley,

I just opened a ticket on your behalf to look further into this issue.  Someone should be getting back to you shortly!

Best,
Erin 

March 05, 2013 13:21
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Mohan Achar
svndocs

I was told by your support engineer that Zendesk when trying to port tickets to Salesforce looks for a a match between Organization name[Zendesk] & Account name [Salesforce] and that this is not configurable to map with any other field in salesforce. Zendesk integration is creating duplicate account names when it does not find the organization name match. Is this not a bug ? I see a mapping setting where i am able to set up mapping between organization & other fields in salesforce but I was told this will only work for Visual force pages. 

March 13, 2013 15:38
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Erin Boyle
Product Manager

Hi Mohan,

He's 100% correct, and actually checked with me before responding.  The settings you're referring to only control the VisualForce pages.  Right now, choosing how to match an organization to an Account not configurable when sending tickets in.

I understand that this does not meet or fit your use case, and we may change this functionality in the future as several other customers have also provided this feedback.  However, with the current behavior, the integration is working as designed.

Best,
Erin

March 13, 2013 15:55
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Mohan Achar
svndocs

If i hear you correct you are stating creating a duplicate account/ new account name when it does not find a matching record is the design.I would argue that its a design flaw & not a best practice to create records in a different database without flagging it. It would be nice if we have a parameter/key to check if its ok to create a record when you do not find a matching record. Salesforce accounts records are not like tickets, they have high audit  implication in many organizations & duplicate can cause a lot of issues  like it does for us.

I would also request you to add a foot note in the zendesk configuration page in salesforce that the mapping is only for visual force page.

March 13, 2013 16:13
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venkat k

i want code on field filter logic

April 18, 2013 11:40
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John Mclean
Axomic

Erin/Jennifer,  when I click the 'New' ticket button within Salesforce I'm directed to a blank 'Solved Tickets from Zendesk' / 'Zendesk tickets' page?

The URL is:

https://zendesk.cs8.visual.force.com/apex/ZendeskSystemNewButton?retURL=%2Fa16%2Fo&save_new=1&sfdc.override=1

Otherwise the app is working fine, I'm able to see and edit already existing tickets within Salesforce.  I don't know if this has any bearing on the current problem but I get regular 'Zendesk organization syncing complete' emails but no 'Zendesk user syncing complete' emails.  I'm using the Sandbox. 

Thanks in advance for your assistance.

John

July 25, 2013 08:38
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Erin Boyle
Product Manager

Hi John,

Yeah, unfortunately you can't click the "New" directly on the Zendesk Ticket object - instead you need to go into a ticket, click "Edit Ticket Details" and then select "New" on that page.  I am aware that this is very very wonky and not a good user experience - it's definitely something I plan to address in the next set of updates to the integration.

Best,
Erin

July 25, 2013 08:53
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John Mclean
Axomic

thanks Erin! that did it.

July 25, 2013 09:48
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John DiNapoli
scalearc

My Sales folks are complaining about "duplicate" (new) organizations being created in SFDC - we believe from Zendesk. I have a few examples from them. I am looking for exactly how Zendesk check for existing account in SFDC or decides to create a new one there.

 

Thanks,

August 08, 2013 15:09
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Erin Boyle
Product Manager

Hi John,

It tries to match based on name exactly.  I fully realize this is not ideal, and it's something we plan to change in the next iteration of the integration.

Best,
Erin

August 08, 2013 15:20
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Richard Hotchkiss

I am concerned that I am unable to clean up ZenDesk data in SF. many of our customers do not have their phone number already in SF so all of their tickets are going into one contact's account. This is probably a mapping/trigger issue that I need to work out. But the main point of contention that I have, is that I am locked out from modifying the requisitioner field to correct the errant tickets.

What do I need to do in order to edit the data in the requisitioner field?

 

 

September 07, 2013 14:50
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Richard Hotchkiss

Hi, I figured out how to change the requisitioner field in SF. While on the Contact page, click on edit next to the ticket.

 

I feel better that I have data control again.

September 07, 2013 16:31
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Richard Hotchkiss

Ok, read I found out how to change it on the zendesk end.... I'm a slow learner.  I also figured out my mapping/triggering issues.

 

Thanks for being here.

 

September 08, 2013 08:51
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Jennifer Rowe
Zendesk

Richard, glad we could be here for you. :)

September 09, 2013 14:20
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Richard Hotchkiss

I'm still not synced like I would like to be.

I have been using SalesForce for 10 years as our CRM and tech support cases. I decided to add on ZenDesk because it seemed like a turnkey solution with a little bit of set up. ZenDesk provides voice support, forum with connection to tickets and an automated logon system that Salesforce doesn't provide (I had been manually converting Leads in order to provide a Logon). I'm sure that once I correct the mapping or whatever the issue is that's making this a little bit of a PITA.

Here are my latest questions:

Our SF CRM is set up with the contact fields for names as First Name and Last Name, ZenDesk seems to use Full Name. How can I make ZenDesk send First Name, Last Name to SF?

I can't figure out how to get ZenDesk to create an organization when a new user registers through the web portal. I expected ZenDesk to do this automatically since this is the way most CRMs are set up. 

The results in SF currently when a new user registers through the web portal:

No Account

No First Name

Full Name in Last Name

 

This creates a situation where I have to spend time cleaning data.

Our current ZenDesk trigger is to write to SF upon creation of the ticket and to update the ticket in real time whether from ZD or SF. This works well.

 

I really think I'll be happy once I figure out how to get what I want.

BTW- I am getting a sinking feeling that I'm going to have to upgrade from Plus in order to achieve my goals :..(

September 16, 2013 06:08
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Laura D.
Zendesk

Hi Richard, 

I've opened a ticket for you with our Advanced Support team, someone should be in touch soon. Also, from what I understand, there is no difference on the Zendesk side for the Salesforce app - all of our plans have access to the same app. I'm not sure if there is a difference depending on what Salesforce plan you have though, we'll be able to give you more details in the ticket.

Look out for another email in just a minute!

September 16, 2013 11:14
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CT Partners
equidox

Hi,

The zendesk ticket object in SF is working fine. I've tried changing my target to create a native SF case ... Salesforce target in Zendesk (Settings > Extensions > Targets) Send partial ticket details as a Case ... however I never see a SF Case object.

I was expecting that instead of creating zendesk objects in SF, the target change would start creating Case objects in SF. I have not changed the field mappings, just the target.

Am I missing something with this? Thanks.

September 24, 2013 13:47
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Erin Boyle
Product Manager

Hi CT Partners,

Can you make sure you chose "Update Target" when submitting your change to the target and not "Test Target?"  It looks like the change didn't save in your account, which is why I'm asking.

Best,
Erin

September 24, 2013 14:34
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CT Partners
equidox

Hi, Yes, I did use Update Target but switched it back at the end of the day so as to not disrupt ticket flow. I'm assuming by changing this target the tickets will be created as Salesforce Cases rather than Zendesk Tickets? In my testing, when I switched to SF Cases target, no changes occurred in SF but changing it back to Zendesk Tickets I saw the updated ticket on my test account (Equidox Demo) right away. The driver for this target change is a 3rd party Gmail tool we use to view SF data. Native SF cases are supported, custom objects are not unless we upgrade the user licenses. Our Zendesk volume doesn't really justify the upgrade at this time. Thanks, Allen 

October 01, 2013 09:59
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Jake

Hi,

I believe I have followed all the steps in this document correctly, however, Tickets from Zendesk are not appearing in Salesforce in the Zendesk tab. All of the fields and custom fields have been saved successfully, so it appears that Zendesk is not sending ticket information to Salesforce, or Salesforce just is not receiving this information. Perhaps I am missing something?

Thanks

October 15, 2013 08:22
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Kimberley McKay
lifelearn

Hi,

I have a similar problem within Salesforce that John Mclean reported.  In an account I have added the Zendesk Ticket Related Lists.  Once added if I click on New Zendesk Ticket in that List I get routed to Solved Tickets from Zendesk. The solution to edit an existing ticket to create a new one doesn't work and from a process flow is sub-optimal in the use case that they are a net new account.  I'm evaluating ZenDesk right now but I need my sales team using Salesforce to be able to create tickets and assign to the support team.  Otherwise this system won't work for me.

 

Suggestions / Timelines on this functionality?

Thanks.

October 17, 2013 10:31
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Erin Boyle
Product Manager

Hi Kimberly,

Fixing this admittedly quirky flow IS on our roadmap and list of enhancements.  We've just kicked off a project to go back through the integration and fix a lot of these types of issues, as well as introduce some enhancements.  You should start seeing improvement within the next couple of months!

Best,
Erin

October 17, 2013 11:40
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Erin Boyle
Product Manager

Hi Jake,

If you haven't already, make sure to log a ticket with support@zendesk.com so we can take a look at your configuration!

Best,
Erin

October 17, 2013 11:41
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Miro Wilms
trecker

Hi Erin,

I have a question: Why should I choose to use the custom object in Salesforce, instead of the standard "case" object? I want to handle cases of different sources (web/phone/email/bug report) in one object and I think the "case" object would work well. Is there any advantage of choosing the zendesk ticket object?

Thanks

Miro

November 17, 2013 15:32
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Erin Boyle
Product Manager

Hi Miro,

We only send a very limited amount of data into Cases - subject, status, priority, and type.  The Zendesk Ticket custom object, however, includes all Zendesk system and custom fields, all comments, and all of our key business metrics.  It's a much more powerful route and stores a lot more data than the Case.

That being said, if you bring it over into the Zendesk Ticket object, you could probably develop some custom code to then create Cases for each Zendesk Ticket if you really wanted to use Cases.

Hope this helps!
Erin

November 18, 2013 09:21
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Jamie Byers
Expedia

I am in salesforce on an account page. I see my zendesk tickets. However, there is no option to edit a zendesk ticket from inside salesforce anymore since the latest zendesk for salesforce release. I am the admin, but I still tried logging in at salesforce account > scroll to zendesk section > Personal Settings and nothing changed. There is no option to edit a zendesk ticket inside salesforce any longer as far as I can tell. Can you tell me if I am doing something wrong or if this feature was truly removed?

December 06, 2013 09:47
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Jamie Byers
Expedia

sorry! One other question :(

"Now when you solve a ticket, a Salesforce Zendesk ticket is created in your Salesforce organization."

What does this mean? What sort of object or record is exactly created in salesforce? Is there a screnshot example you can give. I think im confused because I don't know what the purpose of this trigger is. I mean I already see all the tickets in salesforce right?

December 06, 2013 10:06
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Dr. J
Zendesk

@Loren: Hi there!

You bet, you should be find with continuing to edit your Zendesk tickets in Salesforce via the Zendesk ticket object - if you visit this page, it will walk you through how to add this page to your Salesforce pages.

December 13, 2013 13:34
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Dr. J
Zendesk

@Loren - The Ticket object will look like something like this, and you can view a variety of information about your ticket, edit details, and see your comment history.

December 13, 2013 13:48
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Jamie Byers
Expedia

@Dr. J: Thanks for your help! My salesforce ticket object looks nothing like that and I think I know why. I see https://zendesk.{instance}.visual.force.com/apex/yadda yadda.. does that mean that this changed to the other visual force implementation of zendesk for salesforce? Before the latest upgrade things worked fine. I could create new tickets from salesforce and edit tickets. Now it looks like its the visual force integration rather than the zendesk integration. im going to start from scratch again. :(

December 16, 2013 12:40
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Jamie Byers
Expedia

@Dr. J: thanks again for all your help. I found the problem. I had checked the box to allow more than one set of zendesk credentials but I never entered any other user/password. When I removed that check, the options to create a new ticket and edit existing tickets returned. Thanks!

December 16, 2013 13:55
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Mike Lenehan
impinj

Above you mentioned this: 

  • Requester
    • lookup field to a Contact record
    • attempts to match on Zendesk user id (if syncing is turned on)
    • attempts to match on email address (if syncing is turned off)
    • creates a new Contact if no match was found

My question...is this configurable to create a new "Lead" instead of a Contact in Salesforce if no match was found?  

I originally selected the option of "Create Contact" during sync, ran the sync, and then haven't ran it since.  I went back and changed this to "Create Lead" and didn't run a sync.  I tested by sending a new ticket from a requestor whose email was not in Salesforce.  This didn't create a Lead in Salesforce...it created a Contact.  Is there a way to have it create a Lead instead?

December 20, 2013 08:53
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Erin Boyle
Product Manager

Hi Mike,

That setting only applies to the bulk sync process, not the Zendesk Ticket creation process, unfortunately.  As I mentioned on the other post, it's not possible to configure this for Zendesk Tickets at this time.

Best,
Erin

December 20, 2013 09:06
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Mario Puras
netSkope

Hope everyone had a great Christmas!  I have been doing a lot of testing with this SF integration for our upcoming rollout but it seems like every time I turn the corner I am running into some behavior I dont want.  

Here are a couple:

1.  I was reading the above "CUSTOMIZING THE ZENDESK TICKET IN SALESFORCE" and it states that for the requester object if a contact is not found (sync is off) then a new contact will be created.  Likewise if an organization is not found one would be created.

In my testing for the organization object, if an organization is not found in SF it *sometimes* creates the object in SF.   

Regardless, is there a way to prevent the automatic creation of these objects in SF?  

I would like the behavior to be such that if a matching contact or organization is NOT found not to create one in SF.  In other words I only want to display the Zendesk tickets for contacts and organizations that have a match in SF.  If no match is found dont  create one and dont show the Zendesk ticket.

Can this be accomplished?

 

2.  Is there a way to get the Status and Priority fields to auto update when changes in the Zendesk ticket within the fields have taken place?  At present time they appear to be static upon case creation.

 

December 27, 2013 19:34
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Erin Boyle
Product Manager

Hi Mario,

Let me try to answer your questions:

  1. Right now you cannot control whether or not these new objects are created.  That is something we'd like to change, but there are some other items we want to improve first.  Even if we do add more control, you wouldn't have the ability to choose to only display Zendesk Tickets that have a Contact or Account, unfortunately.
  2. For this, it sounds like you need to go into Zendesk and edit the trigger that pushes tickets into Salesforce.  By default it only sends in Solved tickets, but you can change it to send in any ticket that is created OR updated.  This would allow status and priority field changes to flow through.

Hope this helps!  If you need assistance on item 2, feel free to contact support@zendesk.com, and we'll help you out.

Hope you had a merry Christmas, and happy new year!

Best,
Erin

December 31, 2013 09:31
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Erik Young

When I go to the Targets tab in Zendesk I can see it says "29 messages sent"  Salesforce Target.   But when I go to Salesforce and the Zendesk Ticketes tab and view "All".   I only see one ticket.   Not sure who to go to for help?    Zendesk or Salesforce?

February 04, 2014 20:35
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Erin Boyle
Product Manager

Hi Erik,

Definitely come to us on this one!  There could be a couple of things going wrong, but it'll be easiest to help troubleshoot if you contact support@zendesk.com.  A couple areas they'll look at:

  • Is the target still firing when you submit tickets?
  • Is the target set to "Send full ticket details as a custom object" (rather than as a Case)?
  • Do you have any custom field mappings on the Salesforce side?
  • Do you have any validation rules on the Zendesk Ticket object in Salesforce?
  • Have you tried reconnecting to Salesforce from within Zendesk?

These are the most common causes of this behavior, but without digging a bit further with you via a ticket it's difficult to narrow down.  I hope this helps!

Best,
Erin

February 05, 2014 09:15
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Darcy Wilson

Hello,

Testing the integration in Sandbox environments now, and getting conflicting information about CREATING a Zendesk ticket from Salesforce.  I have the target set in Zendesk, and can update the Zendesk object in SF, and back the other way.  What I can't figure out it how to create  NEW Zendesk ticket from inside Salesforce.

I was lead to believe I could search a user or account, and create a Zendesk ticket from that page.  

February 06, 2014 11:27
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Mario Puras
netSkope

Hi Erin - wanted to revisit my earlier post about regarding being able to control whether contacts got automatically created in SF or not.  Do you have any more update on whether this will be coming in the near future?  Right now every time we get a spam email into our Zendesk portal it automatically created a contact in SF for that Spam email address.  

 

-Mario

February 06, 2014 14:08
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Erin Boyle
Product Manager

Darcy - right now that functionality is only available through the Visualforce Page, but the next package (we're close to getting a new one posted) will have a multitude of ways to create a new ticket.  I'll post an update once it's ready.

Mario - there's still no way to control whether Contacts get created in SF when tickets come through.  However, you might want to take a look at your trigger and see whether you actually want all new tickets going into Salesforce.  Perhaps it makes sense to only send in solved tickets, or have a tag system to make sure spam doesn't make it in?  Worth looking at.  I'd still like to provide more control for this particular feature, but it is not planned in the near future.

February 07, 2014 09:27
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Erin Boyle
Product Manager

Hi all,

An updated package is available - I'll be posting all future updates with release notes here:  https://support.zendesk.com/entries/40803498-Zendesk-for-Salesforce...

Best,
Erin

February 13, 2014 17:01
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Krishnan R

Hi,

 

Is there a way to force a re-sync of the accounts/organizations between Salesforce and Zendesk?

 

To make a long story short, I did an initial sync which worked. However we had to do some cleanup in Salesforce because of which I delete all (but a handful) of Organizations in Zendesk. When I started an Account sync on Salesforce, I do not see any new Organizations being created in Zendesk. However if I do a blind update of an Account record in Salesforce (Edit then Save, without making any changes), then this Organization gets created successfully in Zendesk.

 

We have 2000+ accounts in Salesforce and updating them one-by-one is not scalable. Hence am looking for an alternative which will re-trigger a sync of all the accounts.

 

Thanks

Krishnan

February 24, 2014 16:26