Forums/Documentation/Setting up integrations

Zendesk for Salesforce v3: Getting Started

Erin Boyle
posted this on September 24, 2012 15:35

Zendesk for Salesforce closes the loop between your sales and support teams by enhancing visibility into customer information and support activity between Salesforce and Zendesk.

Zendesk for Salesforce is available to all Zendesk plans and any Salesforce organization on Group, Professional, Enterprise, Unlimited, or Developer editions.

Note: Be sure to refer to the Salesforce FAQ and known issues article for additional information.

Setting up Zendesk for Salesforce

Functionality overview

The Zendesk for Salesforce integration gives you the following functionality:

  • View Salesforce data within Zendesk. Enable your team to view Salesforce customer data about while working on a ticket, without having to leave Zendesk. Configure the Salesforce data you want to appear in the ticket, including custom objects and custom fields.
  • Send Zendesk tickets into Salesforce. View and report on all of your customer data across tickets, contacts, accounts, and more from within Salesforce. Send a complete ticket, including custom field data, into Salesforce with a configurable trigger. Determine which custom fields you’d like to appear in Salesforce, and automatically create links between a Zendesk Ticket and other objects in Salesforce.
  • Sync Salesforce Account, Contacts, and Leads with Zendesk organizations and users. Enter and maintain all of your customer information from Salesforce and automatically reflect those changes in Zendesk.

View the overview video to learn more about Zendesk for Salesforce v3.

 

Comments

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Bradlee
netdocuments

Are there any "gotchas" when uninstalling the old Zendesk package from Salesforce or the Salesforce app from Zendesk? This is a great update and I look forward to getting it up and running! I just want to make sure I update everything correctly. 

December 12, 2012 19:55
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Erin Boyle
Product Manager
Hi Bradlee, You shouldn't need to uninstall the old package - you should be able to just install the new one on top of it, and it will update. That will save you the trouble of removing VisualForce pages on Account/Contact/Lead/Opportunity if you're already using them. Glad you're excited to try out the new features! Best, Erin
December 12, 2012 20:00
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Daniel
red29

this doesnt work, I have gotten to the bit on zendesk where I have to connect to salesforce and when I type in my saleforce information and click allow it takes me back to zendesk with the connect option, no app?

December 16, 2012 15:07
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Erin Boyle
Product Manager

Hi Daniel,

I'm not sure why this is happening for you - I've gone ahead and created a ticket on your behalf so we can look into this.

Best,
Erin 

December 17, 2012 10:02
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Miles Baltrusaitis

Maybe I've got a slouch for a Salesforce rep but when I asked them about getting and paying "API access" with our professional edition, they said it was free and that I didn't need it for the Zendesk integration.  

I would very much like this to work, is there a video somewhere by either Zendesk or Salesforce that demonstrates how to get this working with Professional edition? 

December 18, 2012 08:30
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Erin Boyle
Product Manager

Hi Miles,

API access is not free for Professional edition.  That being said, however, we finally have root cause on why the current integration is not working with Group and Professional edition and are working to correct that issue on our side.  It does take some engineering effort, but we're hoping to have this resolved by early January.

However, are you having trouble installing the package from AppExchange?  That part should actually work for Professional edition - it's the functionality within Zendesk that's currently waiting for the fix.  If you're having a problem with the install, please let me know and I'll open a ticket on your behalf.

Best,
Erin 

December 18, 2012 09:25
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Damon McKay

Can I confirm, the new appexchange version shouldn't be installed in professional+api edition just yet, but a patch is imminent?

January 14, 2013 13:28
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Erin Boyle
Product Manager

Hi Damon,

The new AppExchange version can be installed on Group or Professional without API access, but will be limited in terms of functionality.  Group and Professional edition users will be able use the VisualForce pages to view, edit, and create tickets from within Salesforce as well as User/Org syncing, but will not be able to send tickets as records into Salesforce from Zendesk or view Salesforce information within Zendesk.  Professional edition with API access has access to all of the functionality in the new integration.

We are still actively working on updating those two remaining pieces of the integration to work with Group and Professional edition with no API access.

Hope this helps!
Erin

January 14, 2013 13:34
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John

Hi, Is it possible to test Zendesk / Salesforce integration with them both being trials? It did work a week or so ago but now I keep getting stuck on the 'Add object' stage, see below. 

https://support.zendesk.com/entries/22066576

getting this error: "There was an error connecting to Salesforce. Please try again by reconnecting to reauthorize with your current Salesforce or contact our support team."

I am have followed the above guide to the letter. 

thanks, John

January 26, 2013 14:29
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Matt O'Toole
analyticsseo

Grrr. Trialling Zendesk and imported 1000 SF records to test the integration and zendesk has just emailed registration emails to all those records (and not all of them are customers!). Not good. It just made us look really spammy, like we're sending out fishing emails. Otherwise, I'm liking it so far. Matt.

January 30, 2013 03:55
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Erin Boyle
Product Manager

Hi Matt,

I'm so sorry you ran into this issue.  We've been constantly revising this piece of documentation to try and be more clear - we just made some formatting updates to help call out this step further.  I'd welcome your thoughts on it!  We are also investigating adding some messaging around this step into the Salesforce app, but that will take a bit longer.

Thanks for the feedback!

Best,
Erin 

January 30, 2013 09:17
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Erin Boyle
Product Manager

Hi Admin,

It sounds like you're running into edition support problems - right now the app in Zendesk does not work for Group and Professional editions of Salesforce.  However, I should have an update about that for you in the next day or two - we'll be opening up a very small, informal beta to test some changes to the app that will allow Group and Professional access.  Let me know if you're interested!

Best,
Erin 

January 30, 2013 09:19
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Matt O'Toole
analyticsseo

Thanks, Erin. The SF app doesn't seem to work in Pro, but it did pull an odd ticket through. Bizarre. I can see you've added red text and a Caution! message to that page. That's going to help.

The thing we don't understand is you're thinking behind this anyway - why would anyone want to send out welcome emails to their entire Salesforce database at any time? Even if your SF d/b only contains contact records which relate to customers, your system appears to email every type of record. Our SF s/b contains customer, target, prospect, lapsed and other record types. ZD has emailed the lot. Right not, we're in a major damage control exercise which is something I didn't anticipate having to deal with when we setup the trial. Surely, that option should be unticked by default?

January 31, 2013 01:32
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Matt O'Toole
analyticsseo

The other thing you need to consider is that your emailing completely ignores the Email Opt Out setup in SF records. In other words, if someone opts out of our newsletters, we make a note of that in their contact record and our marketing automation solution takes that into account. When you import SF records, ZD completely ignores this and spams them these emails. Not good.

January 31, 2013 02:00
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Damon McKay

Hi Erin, we have professional edition but with API enabled and the app isn't working for us, so we'd be happy to take a look at the beta and our experience as a software company might help provide strong feedback.

January 31, 2013 02:42
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Matt O'Toole
analyticsseo

Same here. Despite the issues, I'm really liking what you've done. It's extremely intuitive.

January 31, 2013 02:48
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Lyon Lim

@Damon, we're also on Professional Edition with API enabled. I've been following through with a couple of tickets on some issues getting tickets to show on Salesforce, and user contact syncing (both ways). What were the areas that didn't work for you?

@Erin, we would also appreciate access to this beta. Still trying to get things working between Salesforce+Zendesk on Pro ed with API.

January 31, 2013 03:06
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Matt Gentry
idashboards

I would like to see the 'Zendesk for SalesForce' 'Related List' available for Leads, not just for Contacts.  In our organization, leads are prospects that can open a support ticket.

January 31, 2013 06:45
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Erin Boyle
Product Manager

@Matt O'Toole,

First, once again I sincerely apologize for the issues caused by the welcome email. I absolutely understand your frustration, and am looking into how else we can address this issue.

I did want to dig into a couple items you asked about, to help clarify.  The "Welcome email" is a Zendesk setting, regardless of the Salesforce integration.  Yes, it is defaulted to being turned on, and generally this makes sense for a typical workflow.  An agent receives a call from a customer, and when they enter them as a new user in Zendesk, we also send out a verification email.  However, that doesn't work for everyone, so we provide a way to turn that off.

When we introduce the Salesforce integration into the mix, it complicates things a bit.  Zendesk doesn't actually know that the new users are coming from Salesforce, it just sees a new user has been added and, depending on your settings, sends out a welcome email accordingly.  Zendesk doesn't know about Salesforce contact record types, and it doesn't know about email opt-out, it is only seeing new users added into the system.  (We're not emailing from your Salesforce database, we're actually emailing from your Zendesk database.)

So, there are a couple of ways we might try to solve this issue, in addition to more clear documentation and a possible in-app warning.  The first is to allow you to better filter which Contacts/Leads get synced over to Zendesk in the first place.  This is on the roadmap, but it won't fully solve the welcome email issue.  The second option is to automatically turn off that welcome email as soon as you begin the bulk sync in Salesforce.  At the moment, this is not technically possible, but may be with a few other changes down the road.  I am actively exploring this option, but it is longer-term fix.

At any rate, I do take this issue seriously, and will continue to work on making this a more straight-forward process.  I appreciate your feedback!

Best,
Erin 

January 31, 2013 14:44
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Erin Boyle
Product Manager

@Damon, @Lyon, @John - I've added you all to my list.  (Lyon, I see you had a ticket open on this one as well.)  Our deploy got pushed back a couple days, but you will hear from me early next week.

@Matt Gentry - I'm also looking into how to do this.  In the short term, you could create a custom field on the Zendesk Ticket object to link to the Lead - this documentation may help:  https://support.zendesk.com/entries/22342448-custom-links-in-salesf...

January 31, 2013 14:47
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Erin Boyle
Product Manager

Hi all,

Quick update - we now have an update that will enable the full integration capabilities for Salesforce Group and Professional editions.  We are currently testing this update, and I've already invited those of you who have made comments in this forum to participate (check your email!).

If I have not already contact you and you are interested in participating in this mini-beta, please let me know (either by leaving a note here or logging a ticket with support@zendesk.com) and we'll get you set up.

Once we've verified that the update is working as expected for Group and Professional edition users, we will release the update to everyone.  Note, there should be no effect for current integration users.

Best,
Erin

February 06, 2013 11:18
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Ed Williams
chartboost

So glad I found this thread... so just to make sure -- if I have "Ask users to register" and "Also send a verification email when a new user is created by an agent or administrator." unchecked, it won't send out emails to all our clients? (right?)

February 27, 2013 17:42
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Erin Boyle
Product Manager

Hi Ed,

Yes, the setting in question is the "Also send a verification email when a new user is created by an agent or administrator." setting.  Leave that one unchecked (and save the tab), and you should be fine!

Screenshot_2_27_13_5_44_PM.png

Best,
Erin 

February 27, 2013 17:46
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Saulo Amui

Hi Erin,

Hi Erin,

Please include my name to the beta list. I'm very interested.

(Group Edition - Salesforce)

Thanks,

Saulo

February 27, 2013 21:52
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Erin Boyle
Product Manager

Hi all,

We've just rolled out the updates to our integration to work with Salesforce Group & Professional edition. To verify that you can use the functionality:

  1. Refresh Zendesk
  2. Navigate to Settings > Extensions > CRM
  3. Click Connect to Salesforce
  4. If you are redirected to Salesforce, login with your credentials, then click Allow
  5. You should be automatically redirected back into the Zendesk CRM page
  6. Try adding a new object

If in step 4, you were not redirected to Salesforce (otherwise, ignore this):

  1. Open up a new browser tab or window
  2. Navigate to Salesforce, and log in
  3. Log back out of Salesforce (just trust me here)
  4. Try step 3 from above again
Best,
Erin 
February 28, 2013 16:28
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Anthony Carter
pentaho

Any documentation on how to upgrade an existing Zendesk for Salesforce?

March 05, 2013 06:26
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Doron
pubnub

Hi!

I have the Zendesk/Salesforce integration working well, including two-way sync. I'd like to set the Lead Source field to the "tech support" pulldown menu choice in the Sales Force Contact (when a new ticket is created in ZenDesk and then sync'ed to SalesForce). Anyone knows how to do that?

March 13, 2013 13:40
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Andy Djiwandono

Hi Erin,

I am able to see salesforce info on my zendesk ticket when accessing using the old Zendesk UI. But cant find it when using the new UI.

Any clues on how to make it visible?

March 20, 2013 00:07
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Erin Boyle
Product Manager

Hi Andy,

For New Zendesk, you will also need to install the app.  To do that, follow these steps:

  1. Click the Manage icon () in the sidebar.
  2. click Browse in the Apps section on the left.
  3. In the Available Apps page, position your mouse over the Salesforce app, then click Install.
  4. Enter a Title for the app ("Salesforce" is fine), then click Install.
  5. Open up a ticket in the new Zendesk interface
  6. Open the Apps panel (on the right)
  7. Click the Reload Apps button (reload_apps.png) within the Apps panel to refresh
That's it!  You should be able to see all of the data you've already configured in Classic.

Best,
Erin 
March 20, 2013 09:52
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Brandon K.
Zendesk

@Doron: Do you think you could submit a ticket to our support team? I asked one of our technical support agent and he said that he'd need more information from you before I could offer a solution. We can discuss your account information in a private ticket and hopefully get to the bottom of your issue!

March 25, 2013 11:18
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CT Partners
equidox

Hi ... I am tanking on Step 4. My SF users/accounts are sync'ing to Zendesk fine, but I am unable to open a ticket in Zendesk and have it sync back to the account in SF. We plan to only create and update tickets in Zendesk where management can have a 360 view of clients in SF.

I've tried creating a ticket using a requester that was sync'd from SF. I was expecting to see the ticket I created in Zendesk to show up in SF for the requester's account.

The trigger has been activated to send to SF when ticket is either created or update. I figure there's something basic I'm missing and can open a case for this, but it feels like there's a setting I'm not understanding.

Thanks,

Allen

March 26, 2013 14:42
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Erin Boyle
Product Manager

Hi Allen,

There are a couple things I suspect could be going wrong - I'll list them here, but feel free to log a ticket with support@zendesk.com and we can help take a look!

  1. Have you updated the Salesforce Target in Zendesk to "send full ticket details as a custom object?"
  2. Have you double-checked that your trigger is firing (from "events" on a ticket)
  3. Include a test comment in a ticket that you know will cause the trigger to fire - check back on the target and see if the "messages" are incrementing
  4. Do you have any custom fields mapped between Zendesk and Salesforce?  Try un-mapping them and see if that resolves the issue (will help narrow the cause - there is a bug right now on decimal field mappings).
I hope this helps!
Best,
Erin 
March 26, 2013 14:56
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Ben Bos
cloudyday

Is it possible to use the Salesforce Contact Manager Edition with this tool / Zendesk?

April 09, 2013 08:12
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Matthew Mah
sevone

I am having similar issues to Allen.  I have found that my tickets never showed up in Salesforce when I created the Zendesk ticket with my admin user. After I created a dummy, end-user only account my tickets started showing up. This was about 2 weeks ago.  Sadly, in the past week something else wonky is going on and many tickets are not being updated in Salesforce.  Sometimes they will be created, sometimes multiple comments will come through but for the most part the ticket is either never created or never updated after initial creation.  I have a request opened here https://support.zendesk.com/requests/382484 and also working with my account rep to solve this issue.  If I find anything I'll try to post it here.

We are on Zendesk for Salesforce version 3.17.8 and the latest version is 3.18.1.  I was going to try updating.  Does anyone know if my settings will be preserved during update or will they get wiped out?

April 18, 2013 13:10
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Matthew Mah
sevone

I tried Erin's suggestion:

4. Do you have any custom fields mapped between Zendesk and Salesforce?  Try un-mapping them and see if that resolves the issue (will help narrow the cause - there is a bug right now on decimal field mappings).

..And now things appear to be working again!! I've been wrestling with this for days! What is the resolution going forward Erin?

Thanks so much for your support!!!!

April 18, 2013 13:24
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Erin Boyle
Product Manager

@Matthew - no, your settings will not be wiped when updating the package!  (as long as you don't uninstall first)

April 19, 2013 11:34
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Chuck L

Just a quick question here.

I am looking to completely switch from Salesforce to Zendesk

Is there a simple process to migrate the salesforce data ie; accounts, tickets(cases), reports, into Zendesk as a one time event, and then proceed to live in Zendesk only?

Thanks in advance...Chuck

April 26, 2013 04:07
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Matt Gentry
idashboards

Chuck,

You can have a Zendesk partner upload your data for you or you can upload the data yourself through the API.  http://developer.zendesk.com/documentation/rest_api/introduction.html

Someone could double check my information, but you will want to import Organizations first, then contacts, then tickets.  It is a matter of getting all of the SF data out to .csv via Reports and structuring the .csv to correspond to the API format.

Note that the tickets comments that get imported do not necessarily come in as clean as you would like.  Many of the ticket comments do not have the clean formatting you would expect.  Carriage return, line feeds type formatting in particular.  I have been through the process and it is pretty painless.  Import a small subset of the SF data into your sandbox first to see what I mean.  Pick 5 or so Account with a number of Contacts and associated cases.

Reports will not import.

I have done this and am also using the 'Zendesk for SalesForce' app.  Happy so far.

April 26, 2013 05:27
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JR Crayne
tatznailz

Do we need the Salesforce API to get all the functionality?

May 03, 2013 11:35
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Erin Boyle
Product Manager

Hi JR,

Nope!  If you're on Salesforce Group, Professional, Enterprise, or Unlimited, you have all of the functionality.

Best,
Erin 

May 03, 2013 11:36
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Psmith

Has Zendesk been updated to allow for the SF integration, if a SF org has Person Accounts enabled?

-Patrick

May 09, 2013 15:09
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Erin Boyle
Product Manager

Hi Patrick,

Unfortunately, no - the integration does not currently support Person Accounts.  I've had several requests for this, and I really would recommend creating a feature request so others can add their support.

Best,
Erin 

May 09, 2013 15:21
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John

Hi Erin, your documentation on hooking up Zendesk to Salesforce is very thorough and descriptive, except for one trivial yet important oversight!

Nowhere do you instruct people to click on the apps button top right, once inside a ticket, to view the information within Salesforce, a screen grab would be nice.

I can't be the first new Zendesk user who didn't intuitively click on the apps button, I kept expecting the information for the Account/Contact to de displayed on the left! 

May 20, 2013 02:44
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Erin Boyle
Product Manager

Hi John,

Thanks for the feedback!  I'll work with Jennifer to get that updated.

Best,
Erin 

May 20, 2013 09:10
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Carissa Crittenden

If someone submits a ticket via Zendesk, will that person be built as a new contact/account in SalesForce?

June 06, 2013 11:53
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Erin Boyle
Product Manager

Hi Carissa,

Yes - if you are sending tickets into Salesforce from Zendesk, we do create Contacts and Accounts in some situations:

  • If we find a Contact that matches the requester's email address, we just link it
  • If we do not find a Contact that matches the requester's email address, we create a new Contact
  • If we find an Account that matches exactly the name of the organization, we just link it
  • If we do not find an exact match with an Account name and the organization, we create a new Account
  • Newly created Contacts and Accounts are not linked

Right now there is no way to get around this logic - this is what's built in.  However, I understand that this doesn't work for some customers, and we are working on some requirements to give you a bit more control.

Best,
Erin

June 06, 2013 12:24
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John Mclean
axomic

Hi Erin, is it possible to CC multiple contacts when raising a new ticket within Salesforce? Looks like the 'Requester' drop-down is limited to only one recipient in the 'Edit Zendesk Ticket' form.

thanks John

June 17, 2013 01:32
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Eugene

Hi Erin,

On the step 4 described earlier "If you are redirected to Salesforce, login with your credentials, then click Allow"

I do see SF login page, but after typing my credentials I dont see any "Allow" button, but redirected strait back to ZD.

And ZD sais: "Failed to authenticate with Salesforce. Try again later."

I've tried couple times already, all the same.

Eugene.

July 02, 2013 21:21
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John Mclean
axomic

Hi,

Eugene, I attempted 3 installations yesterday all of them failed with:

"Failed to authenticate with Salesforce. Try again later."

Salesforce didn't produce any error logs, looks like it's something on Zendesk's back-end?

July 03, 2013 01:44
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Erin Boyle
Product Manager

Hi Eugene & John,

We're currently experiencing an issue preventing anyone from connecting/re-connecting to Salesforce from within Zendesk following a change that was made on the Zendesk side.  I do have engineers actively working on this and hope to have it resolved soon.

Best,
Erin

July 03, 2013 08:56
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Matthew Mah
sevone

Hi Erin,

Does the SalesForce connectivity issue affect all users that have the extension enabled or just those trying to enable it now? Are my tickets being sent over to SalesForce if I haven't touched a thing?

Thanks!

July 03, 2013 09:46
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Erin Boyle
Product Manager

Hi Matthew,

We have no reason to believe that this is affecting your current, existing connection, as you can still see Salesforce details coming over in the widget/app.  I'm going to monitor your account and make sure your target seems to be firing just in case - or you could double check that the most recently updated ticket in your Zendesk has updated in Salesforce as well.

Again, I believe this is only affecting Zendesk accounts that are trying to actively connect / reconnect to Salesforce.

Best,
Erin

July 03, 2013 09:56
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Matthew Mah
sevone

Hi Erin, it appears that the target is still firing and sending information over to SalesForce. Thanks for the response!

July 03, 2013 10:26
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Erin Boyle
Product Manager

Hi all,

The fix for the auth error was just pushed into production - please refresh your browsers and try again.

Best,
Erin

July 03, 2013 11:24
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Elizabeth Haney
homekeeper

Hi Erin,

I have several questions before our organization adds the ZenDesk app to our Salesforce. Do you work through support tickets or have an e-mail address?

July 05, 2013 14:15
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Laura D.
Zendesk

Hi Ehaney, 

Erin's the Product Manger in charge of the Salesforce integration and she does check in on this thread often to see what's happening overall - for specific questions about set up and installation though we have an awesome Support team to help you. I've opened a request for you with them - you should have something in your email in a few minutes!

July 05, 2013 14:52
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Lyon Lim

When Salesforce users are synced to Zendesk, will the user on Zendesk get the "verified" boolean value 1? Thanks!

July 14, 2013 23:35
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John Mclean
axomic

Hi,

If I click on the Manage icon => Extensions => CRM => Test your Salesforce App , I insert an email address that corresponds to a contact in Salesforce the test comes back with a result! All good so far. If I now navigate to a ticket and attempt to use the Salesforce App within a ticket I'm  getting "Looks like you haven't connected your Salesforce account to your Zendesk account."! Clicking on "Connect with Salesforce.com" takes me to the Salesforce login page where I authenticate successfully and return to Zendesk. Even after logging out then in again I'm still presented with the "Connect with Salesforce.com"!  I've tried un-installing the App and re-installing again still no joy.  Do you have a fault on your end again? I'm using a Zendesk sanbox that connects to a Salesforce sanbox, this should work? Thanks John

July 15, 2013 08:24
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Erin Boyle
Product Manager

Hi John,

I took a look at your account, and it doesn't look like the connection to Salesforce is saving.  I'm going to create a ticket on your behalf so that we can better investigate and figure out what's going on.

Best,
Erin

July 15, 2013 08:28
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Matthew Mah
sevone

Hi Erin and Team!

Today I created a new custom field in both Zendesk and on the custom ticket object in SalesForce. When I went to the Zendesk for SalesForce app to map the fields to each other I got an error on save.  

System.ListException: Duplicate id in list: a1aC0000000QFW5IAO

When I inspected the list of fields I see one custom field listed twice.  Do you have any idea what's going on here and how to solve?

Thank you!

July 16, 2013 08:38
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Erin Boyle
Product Manager

Hi Matthew,

I'm going to log a ticket on your behalf so we can gather a few more details and look into this for you.

Best,
Erin

July 16, 2013 10:54
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John Mclean
axomic

Hi Erin & Zendesk team,

Was wondering how V4 of the plugin was progressing?  Would be great to see integration with the new custom Organization & User fields.  Is there a beta test group?

thanks

John

August 01, 2013 04:42
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Ben Bos
cloudyday

Hi,

We are also wondering how we can sync the new Organization and User fields with SalesForce (custom object fields).

August 07, 2013 00:46
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Erin Boyle
Product Manager

Hi John & Ben,

While we do have plans to update the package to work with user & org fields (and some other improvements, too), work has not started on it yet.  I'll let you know as soon as I have a better sense of timing.

Best,
Erin

August 07, 2013 08:29
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Eran
Perfecto Mobile

Hi Erin,

We're evaluating the plugin for our organization. We noticed that there is no synchronization in deleting events - meaning if we delete Accounts or Contacts in SFDC - the corresponding records in Zendesk will not be deleted. 

1. Is that correct?

2. If so, how do you suggest to avoid information integrity issues and gaps between the data in SFDC and Zendesk? For instance, we perform Accounts integrity process every one in a while and mass delete some Accounts in SFDC. 

Thanks, Eran

August 15, 2013 07:08
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Erin Boyle
Product Manager

Hi Eran,

You are correct - the integration does not support deletion from Salesforce carrying over to Zendesk.

Without knowing the specifics of your processes, it's hard to give you many suggestions, but you might consider flagging the Accounts first in Salesforce (which would sync over a tag in Zendesk) prior to deletion.  That way you could easily identify the orgs in Zendesk that correspond to deleted Accounts, and either choose to delete them in Zendesk (which can have ramifications if you have open tickets for those organizations), or you can even just have an alternate workflow for tickets that contain that deleted flag.  (e.g. if an organization that was deleted from Salesforce opens a ticket, automatically close it, etc.)

Best,
Erin

August 15, 2013 11:32
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Eran
Perfecto Mobile

Thanks for the response, Erin.

One more question please - from my review of the integration app I understand that:

1. There is no Account creation FROM Zendesk TO Salesforce in any scenario.

2. The only scenario where Zendesk will create a Contact or Lead is Salesforce is when a new email is received from outside to support, and it comes from unidentified User. In this case it will create a Zendesk User and corresponding Salesforce Contact/Lead.

Are those two correct? And if so, is this scenario mentioned in section 2 also happens in a case of incoming Ticket to Zendesk from a web form via API? 

Thanks, Eran

August 17, 2013 07:53
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Matt Gentry
idashboards

Eran,

I have been using this connector for quite some time.  So far, I am happy with it.  There are a few things I would like to see changed but it works well for what we need.

1. Zendesk Organizations will create SalesForce Accounts (Leads and Contacts also get created).  The connector will create a SF Account if you create an Zendesk Organization that does not exist in SF.  The SF Account will get created with the user that is set up within the connection.  I am an admin in both of our Zendesk and SF instances as well as the user for the connection.  My user is the user account that the Zendesk Organizations get created and assigned to when creating SF Accounts (and Leads and Contacts).  What I would like to see changed here is that those Accounts (and Leads and Contacts) get added to a user or queue that someone else can administer and distribute.  I have to go into SalesForce on a regular basis and reassign the SF Accounts (and Leads and Contacts).

2. That statement is somewhat correct.  I am not entirely sure how this works, still.  Sometimes a SF Lead is created, sometimes an SF Contact is created.  SF Lead creation is fine as a Lead does not need a associated company.  The frustrating part is that the SF Contact gets created without an associated SF Account.  This is not something that you can do through the SF web interface but appears to be able to be accomplished through the SF API.  You always have to have an associated SF Account when creating an SF Contact. So you will have to both reassign the AF Contact and add a SF Account to any newly created Contact.  Erin should be fill us in on the details.  She has been very helpful.

 I hope this is clear and that it helps.

Thanks, Matt

August 19, 2013 06:40
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Erin Boyle
Product Manager

Hi Eran & Matt,

1.  You're both actually correct, in different scenarios.

  • The bulk sync process does actually create new Salesforce Accounts if it finds Zendesk organizations that don't already match an Account.
  • However, the ongoing real-time sync does NOT create new Accounts from new organizations.

2.  Again, you're both somewhat correct.

  • On the bulk sync, there's a toggle that determines if Zendesk users are created as Leads or Contacts when that user doesn't already match a Lead or Contact based on email address.
  • For ongoing sync does not create Contacts or Leads though, as you stated.
  • When you have a trigger send in a ticket to Salesforce and the requester's email address does not match a Contact in Salesforce, a new Contact is created.  A Lead is never created in this situation.

I hope this helps!

Best,
Erin

August 19, 2013 09:07
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Allen Lai
bitcasa

Not sure if this question has been asked yet, but can triggers and automations in ZD use fields from SFDC? For example, say an account is categorized as "VIP" in SFDC. Can I create a trigger based on that field?

September 12, 2013 14:59
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Avi Warner
Zendesk

@Allen, triggers and automations in ZD can only use ticket or user/organization fields in Zendesk. If you pass data to the user's Zendesk record, you could build business rules around that.

October 31, 2013 17:38
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Bill Davis
solium

Hi Erin, i noticed that we have an upgrade happening tomorrow and we are still using the old connector as we do not want to sync all Zendesk users into Salesforce. We have many contacts that we will not have a relationship defined in SF and only want to sync existing customers from Zendesk into SF, is there a way to filter the sync by account type = Customer.

 

We cannot upgrade until we have this solved and if we will no longer have the Salesforce fields visible in Zendesk we will have a production issue as we rely on this data to be visible to our agents at all times.  I'm stuck now as our teams can no longer provide support if we upgrade and if we do upgrade I pollute our SF database with records that are not desirable.

Any help or advice is appreciated!

November 12, 2013 14:52
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Erin Boyle
Product Manager

Hi all,

Upgrading will NOT add any new functionality unless you opt into that new functionality.  In other words, user syncing will not be turned on unless you specifically turn it on in your settings.

Best,
Erin

November 12, 2013 14:57
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Bill Davis
solium

Erin in your Maintenance post (https://support.zendesk.com/entries/29057826-Salesforce-Integration...) you mention the following: On Wednesday, November 13, Zendesk will be performing some essential maintenance on the Salesforce integration.  As an outcome, all customers using the integration will experience a temporary loss in integration functionality and will need to complete a few simple steps.  We sincerely apologize for this inconvenience.

Expected loss in functionality includes the following:

    • Inability to view Salesforce information from within Zendesk
    • Inability to send Zendesk tickets into Salesforce

To continue using the Salesforce integration following this maintenance, you will need to update your Zendesk for Salesforce package in Salesforce, then re-authenticate to Salesforce from Zendesk.  You can install the new package at anytime, starting now.  You will need to wait to re-authenticate until Wednesday, when we make the final change.  We will post an update when maintenance has completed and you should re-authenticate.

I read that as a required upgrade, if this is not a required upgrade then that is very positive, but it does read as if we need to continue to use the Salesforce integration we need to follow this maintenance, is this true or can we just remain where we are?

November 12, 2013 15:03
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Erin Boyle
Product Manager

Hi Bill,

This is very much a required action.  If you do not update the package, you will lose the ability to view Salesforce information from within Zendesk.  However, upgrading does not force you to opt-in to user syncing.   That is, and always has been, a setting that you can leave off or turn on.

Best,
Erin

November 12, 2013 15:05
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Matthew Mah
sevone

Hi Erin,

I am having some trouble with the Zendesk for SalesForce mandatory upgrade.  After going through all the steps to upgrade I get a message in the browser stating that the upgrade is processing and I will be notified when the upgrade is finished.  I did receive an upgrade failed message with no details as to why it failed.

One odd warning message I received during the first or second upgrade step:

'This app does not list support for your edition of Salesforce. You can continue installation, but it may fail later in the process.'

We have recently upgraded to Performance Edition which is a brand new offering from SalesForce. It is essentially the Unlimited version with a few other add-ons.  So we're talking about the most expensive edition. However, this edition is not listed in the supported editions.

How should I proceed? I had another issue with the Zendesk for SalesForce app back in July and after going through all the support tiers with no solution I was told to write down all the settings, delete the app and then re-install.  Is that what I'm looking at to solve this problem also? Or is the Performance Edition not even supported?

Thanks Erin and I appreciate your speedy reply as the clock is ticking! :) 

 

November 13, 2013 10:01
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Erin Boyle
Product Manager

Hi Matthew,

We're looking into this - unfortunately AppExchange won't even let me add that as a supported edition.  Can you try installing directly from this link and see if that works?  https://login.salesforce.com/packaging/installPackage.apexp?p0=04t40000000Lk3K

Best,
Erin

November 13, 2013 10:37
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Matthew Mah
sevone

Thank you Erin so much for your speedy reply. I have followed the installation link you provided and am awaiting email confirmation of success or failure.  I will report back ASAP.

Installation failed :( Here is the error message in the email:
Error Message: The post install script failed.

November 13, 2013 10:49
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Scott Harkless

I just installed the upgrade as indicated in the instructions.  The upgrade process appeared to work fine with no problems.  However, it appears that Salesforce and Zendesk are no longer sharing information.  Even if I've view a contact that I know is in Salesforce, I get the message "No matching data was found in Salesforce based on your configuration." in the Salesforce app within Zendesk.

On the Zendesk side, the reconnect process completes successfully...but the "Test you Salesforce App" fails.

On the Salesforce side, the authentication test passes but my attempts to sync have no effect.

This integration was working beautifully up until the upgrade.  Please help!

November 13, 2013 21:52
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James Shannon
anoto

We're also seeing issues after the maintenance - despite the package upgrade working fine in Salesforce and successful re-authentication in Zendesk we still get "Looks like you haven't connected your Salesforce account to your Zendesk account." in the Zendesk Salesforce app and the "Connect to Salesforce.com" button link displays a blank screen and "try again" link does resolve it either. Also, if I manually try the "Connect to Salesforce" button again under Extensions : CRM it simply reloads Zendesk without displaying the Salesforce.com login screen.

It was working fine until yesterday - help!

November 14, 2013 06:56
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Erin Boyle
Product Manager

Hi all,

If you haven't already, please respond directly to the proactive tickets that were generated for your accounts or contact support@zendesk.com with these issues so we can help you through them.  It's going to be very difficult to try and troubleshoot them here.

When you log your tickets, please include whether you are using a host-mapped Zendesk.

Best,
Erin

November 14, 2013 09:16
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Kerry McDonough
sendgridit

We are currently on version 3.9.1 of the Zendesk/SFDC integration. The mandatory upgrade wants me to install version 3.2. I am confused??  Is the version number a mistake?  We do not do the full contact sync, only view information in ZD and SF from the other. I haven't noticed any issue with viewing Salesforce info via the CRM extension in Zendesk, or vice versa.  Do I need to install this?  If so, can you explain why the version number went down? I need to be able to explain to my boss why it looks like we downgraded...

November 14, 2013 11:40
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Erin Boyle
Product Manager

Hi Kerry,

The new version is actually 3.20.1... not 3.2.0.

Best,
Erin

November 14, 2013 13:42
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Jasons

Hi Erin,

I am trying to get the sync set up for SF and am stuck on Step 3.  Specifically where it says once the sync is complete you will get an email with a CSV file that needs to be imported into Zendesk.  Well,  I get the email saying that the sync has completed but I have not received a CSV file.  Any ideas?

January 10, 2014 12:03
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Erin Boyle
Product Manager

Hi Jason,

I'm going to log a ticket on your behalf.  We're seeing this issue crop up more and more and are working on a fix, although that fix may take awhile.  We'll be able to track this better and update you once it's available with a ticket.  

Oh actually it looks like you've already got a ticket!  We'll be in touch shortly.

Best,
Erin

January 10, 2014 14:48
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Alex Randall
bloomboard

Hi there - what kinds of events trigger syncing between SF accounts --> ZD organizations and SF contacts --> ZD users? Just creation of an SF record? Or also editing of one? Thanks!

January 11, 2014 17:43
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Erin Boyle
Product Manager

Hi Alex,

We have a trigger that looks for create or update actions - so editing an Account or Contact will also update the corresponding Zendesk record.

Best,
Erin

January 13, 2014 09:10
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Alex Randall
bloomboard

Hi Erin -- thanks for the response. Is this the case for tickets as well?

January 13, 2014 21:22
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Richard Butterworth
chemicalwatch

Hi - your description above reads: "Configure the Salesforce data you want to appear in the ticket, including custom objects and custom fields."

I'd like to have custom salesforce fields appear in my tickets. I'm assuming these fields would have to have to map to custom user fields?

How do we set this up?

Thanks,

Richard

February 06, 2014 05:05
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Khoa Le
Zendesk

Alex,

That is correct; updates for tickets would have to be done via triggers as well.

February 12, 2014 09:21
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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 17:00
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Elizabeth Haney
homekeeper

@Erin, does the new package allow us to select which accounts sync with ZenDesk/stop welcome e-mails from being sent to all our contacts for our ZenDesk? Our ZenDesk is only  for a select group of our contacts in Salesforce..

Or correct, me perhaps this functionality has already been present?

I've been hesitant to install the SF package because of worries of spamming our entire SF after reading through this thread, if there's more control than I realize, I'll be happy to install and take a look.

March 18, 2014 12:18
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Erin Boyle
Product Manager

Hi Elizabeth,

If you're on v3.22 or 3.23 of the package, we've changed functionality to automatically "verify" all new users created in Zendesk.  By doing this, those welcome emails are silenced and are not sent.  Just make sure you're on the latest package!

Best,
Erin

March 18, 2014 12:56
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James Shannon
anoto

Does this new version allow us to sync a Salesforce formula field to an Organisation tag in Zendesk? Previously these fields haven't been available to sync. The reason we need them is in order to sync checkbox fields in Salesforce to Zendesk (i.e. "Support Enabled"). If we just sync the checkbox field then we just a get a "true" tag in Zendesk which is worthless, so we created a formula field to display "Support Enabled" if the checkbox was ticked - except we can't select the formula field to be sync'd to a Zendesk org tag. What's the solution?!

March 19, 2014 03:35
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Bob Novak
Zendesk

Hi James - I don't think a formula field would be the right approach. Instead, could you use a "picklist" or dropdown field in Salesforce with two options - "Support Enabled" and "No Support"? That should allow you to pick which tags are associated with each option in SalesForce. Then you can have a dropdown in Zendesk with the same labels and associated tags, and tag syncing should sync the two dropdown fields with each other.

April 01, 2014 13:49
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Jayati Jaiswal
1) Can Salesforce users pull report on Zendesk data?
2) Does Zendesk support dashboards?
3) Can we create Leads to Salesforce from Zendesk?
4) Does Zendesk allow bulk upload?
5) What is the limit to forms I can customize in Zendesk?
6) What is the cost for adding additional domain for eg. helpdesk.zendesk.com ?
7) Can I schedule reports in Zendesk?
8) Can I search for Salesforce details in Zendesk for eg. account/opportunity details?

9) Are all the fields from Salesforce available as tags to Zendesk ?

April 06, 2014 07:32
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Jeremy
Zendesk
@Jayati
1) Can Salesforce users pull report on Zendesk data?
Yes, you can run Salesforce reports on Zendesk custom fields.
2) Does Zendesk support dashboards?
We have a default reporting dashboard as well as 3rd party dashboards that integrate with Zendesk.
3) Can we create Leads to Salesforce from Zendesk?
Currently no, only contacts can be created.
4) Does Zendesk allow bulk upload?
Yes, you can use the Zendesk bulk user import tool, but we recommend using the Salesforce sync if the users are already in Salesforce.
5) What is the limit to forms I can customize in Zendesk?
You can use as many ticket forms as you'd like.
6) What is the cost for adding additional domain for eg. helpdesk.zendesk.com ?
You would need to sign up for an additional Zendesk account.
7) Can I schedule reports in Zendesk?
You can create reports using our Advanced Analytics tool
8) Can I search for Salesforce details in Zendesk for eg. account/opportunity details?
You can view account/opportunity details on a ticket based on the ticket requester, but these fields are not searchable.
9) Are all the fields from Salesforce available as tags to Zendesk ?
Only account custom fields can be synced over as tags.

 

April 10, 2014 13:38