The Salesforce integration integrates Zendesk Support and Salesforce, built on Zendesk's infrastructure using Salesforce public APIs.
This integration enables collaboration between sales and support teams by providing visibility into customer information and support activities between Salesforce and Zendesk. The integration provides the ability to view, edit, and create Zendesk tickets from Salesforce. Zendesk tickets can also be synced to Salesforce so you can create custom Salesforce workflows and reports using Zendesk and Salesforce data. The Salesforce integration also enables you to sync customer information from Salesforce to Support.
This article includes links to resources for understanding, setting up, and using the Salesforce integration.
Getting started
Zendesk tickets in Salesforce
Salesforce data in Zendesk
Integration log
Advice and troubleshooting
Salesforce integration migration options
With the legacy Salesforce integration being deprecated on 30 January 2020, there are several options available for migration. For more information, see Salesforce migration: Migrating the legacy Salesforce integration to alternative solutions and Salesforce migration: Migrating the legacy Salesforce integration to the new Salesforce integration.
51 Comments
How do I know if I'm using the legacy or updated integration?
Hey Dolev,
The current package available is 5.9. If you navigate to Admin>Apps>Manage you should see your Salesforce install listed as well as the version you're using.
Let me know if you're not seeing the package version listed on your end.
Cheers!
Hi Brett,
will the new integration still provide a Salesforce package or it will be entirely built on the Zendesk Platform?
In the latter case, how then Salesforce users will be able to see Zendesk tickets without an APP that provides a User interface for that?
Thank you!
Hi Joe,
The new integration is built entirely on Zendesk and offers feature parity with the legacy integration.
You can use Ticket View, to enable Sales repps to view tickets in Salesforce using a lightning component. The lightning component is the updated UI for this. Our documentation explains how to set this up.
Hello Aimee & Zendesk,
Maybe I am just missing some details on how to have the sync process place the SFDC Account ID in the external_id.
So as far as I can tell this is a major breaking change for us. The new sync does not appear to have a way to update the external_id on Orgs or Users. Removing the old integration removes the Zendesk Org ID from the field in Sales Force. This breaks reports in salesforce, automations using our IPaaS solution, custom developed scripts. our NPS process, and other things as well. We have been reliant on using the External_ID (in Zendesk) and Zendesk ORG ID (in SFDC) to align accounts across multiple business systems.
Is there an eta for enabling the new sync to update the external_id on zendesk orgs and users?
Is there an eta on the bi-directional sync, so we can re-create the zendesk org id field in SFDC?
Dave Kaminsky
We are actively working on releasing support for External ID very shortly, in our next release. This should be available in the next couple of weeks. We've received a lot of feedback for the use of external ID and understand it is an important one.
Bi-directional sync is on the roadmap for 2020, we don't yet have a planned release date.
Please follow each of the Help Center pages for the new integration (linked in this article above) to be notified of when we make new releases.
Dave Kaminsky,
Agreed. External_id is pivotal for our integration too.
The above Salesforce integration videos are showing the legacy integration, correct? Are there videos like these for the new integration?
I'm unclear about one thing...will the Salesforce App within Zendesk go away? Is this sidebar application supported with the new Salesforce integration? Or should it be uninstalled after getting the new integration working?
Mike Lenehan We have just published the new integration videos. You can find them linked here.
Yes the sidebar will remain supported with the new integration. The only thing that changes with the sidebar is the way you connect Zendesk to Salesforce. So you need to ensure that by the end of January, you have connected using the new integration.
Dave Kaminsky Noor Fazli
We have released syncing for External ID for Zendesk Users and Organisations. You can find more about this in data sync.
Thanks Anika Rani, thats awesome, by using external ID we could avoid lot of complications. Also can we establish/define this data syncing between sunshine objects and custom objects in Salesforce? That would be great option too, as we are looking into sunshine objects , and down the line we will have to integrate it with the Salesforce custom objects.
We have made recent integration to work and were able to sync Zendesk ticket to Case object, but all of a sudden it broke . Also we are missing debugging option between Zendesk and Salesforce. Although it says pushed to target(salesforce Case), but since its not showing up as Case anymore , we have no way to find what's missing/broken in integration.
We did open a ticket 3 days ago but no one from Zendesk reached out yet.
Hey Noor,
I was able to track down the ticket you referenced and it looks like it's currently assigned to the appropriate team for troubleshooting. Our team is dealing with a high volume of tickets currently which may cause some delays in getting back to you.
I've bumped the priority of your ticket to see if we can get eyes on it faster for you.
Cheers!
Noor Fazli support for Sunshine custom objects is on our roadmap for 2020. I've responded to your support ticket, should be easily resolved.
We will be making logs available in Admin Center early next year, which will allow you to self-serve and easily identify errors.
We are integrating with Salesforce and have multiple Salesforce statuses we need to map to in ZD, but the only ZD status we see to select from are New, Open, Pending, Solved and Closed. Can we create more ZD statuses to map to? If not, what is the recommendation for mapping?
In the current sync that we have to replace because of EOL, there is a way to store the Zendesk Org ID in a Salesforce account field or Account-> Org syncing. This is crucial for us because it helps us 'redirect' a sync when there is an issue such as a duplicate account or other error. When is this expected in this new product?
In one of the articles you acknowledge that this isn't possible, but how do we get to like-for-like for current functionality?
Hey Heather,
We were able to confirm with one of our Salesforce experts that this functionality is not possible at this time. Our developers are actively looking to make improvements with the Salesforce integration and this includes better visibility of logs for sync-failures.
Let me know if you have any other questions :)
We are trying to sync ticket to case in an environment that was previously used for legacy integration . Followed all possible steps outlined to check debug log at Salesforce side, after the zendesk ticket fired at SFDC target but there is no debug nor there is any case getting created at SFDC.
https://support.zendesk.com/hc/en-us/articles/360041467194--Salesforce-Zendesk-Tickets-Failing-to-sync-into-Cases .
Previously Dwight Bussman had helped in dev. environment to get the debug log by going incognito, but this time we are clueless as to what exactly is happening.
Ticket # 5167150 is also created.
Heather Rommel
It is possible to store the Org ID on the Salesforce Account and User ID on the Salesforce Contact/ Lead when you are sending tickets from Salesforce to Zendesk. As for data sync, we will look at supporting this as a future enhancement. We will also be releasing logging into Admin Center, so you will be able to self-service issues with sync easily.
Noor Fazli The ticket is sitting with our Tier 2 support team and they will follow up with you to assist.
We have attempted to configure Data Sync, but something with the sync is not working.
How can I escalate this issue?
Hey Melody,
I see you have a ticket open with our Customer Advocacy team related to this issue. We will continue working with you there to get this resolved.
Cheers!
we have a setting up the zendesk for salesforce integration. Now we want to change the integration setting up user with another user details. Is this possible.
If yes how to to do this.
Thanks in advance
Hello chaitanya,
When editing/setting up user details, you can begin this by going into the User and organization Sync Settings page. The article below goes into detail on how to go about setting this up within your instance.
Configuring user and organization syncing in Salesforce
Best regards.
Can we submit another value as the external ID besides Salesforce ID? We currently use another ID as the external ID in Zendesk.
Chris Humphries at the moment its not possible to customise the field which populates the Zendesk External ID. Where is your existing External ID in Zendesk coming from?
Any update on Bi-Directional Sync? The lack of this key function is causing data hygiene issues and leaving agents with a very bad experience.
Dave Kaminsky bi-directional sync is our roadmap for the first half of this year. It is one of our highly requested features so we are looking forward to being able to provide this. I'm kicking off some research into this, would you interested in passing on some feedback to input into our design?
Anika Rani, is conditional updating Zendesk ticket from Case also part of roadmap?
We still do not get all activity from the Sync process in the Audit logs (Zendesk), this makes troubleshooting virtually impossible. Can we get an update on Audit Log visibility for the Sync Process?
Example: I have an org created from the Sync process, which does not show in the log. Then the Contacts get triggered to sync and do not get placed in the Org, this too does not show in the audit logs.
So we have a failure mode that impacts our end-users (in my case external customers), which prevents them from accessing resourcing in the help center/guide. and no visibility into the error that occurred.
This is beyond Suboptimal
Noor Fazli if I'm understanding your question correctly, then you should be able to specify the conditions of tickets being created as Cases in the Salesforce Integration triggers in Zendesk Support Triggers.
Are there conditions you had in mind that you can't set here?
Dave Kaminsky Which audit logs are you referring to? Are these Salesforce logs, because they won't show failures or errors for Salesforce to Zendesk data syncing.
We are actively developing logging right now for this use case, which will be available in Zendesk Admin Center. We're aiming to make logs available in EAP by mid-May. For now, we can look into our logs and identify any syncing issues. I see you've got a ticket with Dwight for this already, which I'll work with Dwight on and get back to you asap.
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