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15 Comments

  • Dolev Zemer
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    How do I know if I'm using the legacy or updated integration?

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  • Brett - Community Manager
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    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!

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  • Joe
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    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!

     

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  • Anika Rani
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    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. 

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  • Dave Kaminsky
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    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? 

     

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  • Anika Rani
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    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. 

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  • Noor Fazli
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    Dave Kaminsky,

    Agreed. External_id is pivotal for our integration too.

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  • Mike Lenehan
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    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?

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  • Anika Rani
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    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. 

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  • Anika Rani
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    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. 

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  • Noor Fazli
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    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.

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  • Brett - Community Manager
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    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!

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  • Anika Rani
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    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. 

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  • Melody Quinn
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    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?

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  • Heather Rommel
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    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?

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