This article includes links to resources for understanding, setting up, and using the Salesforce integration.
Salesforce integration - built on Zendesk
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.
Getting started
Zendesk tickets in Salesforce
- Setting up a Zendesk ticket view in Salesforce
- Using the ticket view in Salesforce
- Setting up ticket sync from Zendesk to Salesforce
Salesforce data in Zendesk
Legacy Salesforce integration
The legacy Salesforce Integration is no longer available to install. If you need to upgrade the legacy integration to version 5.9, please contact Zendesk Support.
We are excited to be offering a new Salesforce Integration - built on Zendesk which is now generally available. You need to have a Salesforce Edition with API rights to use this. Get started with setting up the new integration here.
If you do not have a Salesforce Edition with API rights, you can:
Try the Workato Salesforce to Support Integration
Try Zendesk Sell with its native integration to Zendesk Support
Zendesk for Salesforce docs
The following articles include information about the Zendesk for Salesforce app, which is installed in your Salesforce account.
You can monitor changes to this app by following the Zendesk for Salesforce Updates article.
Getting started and installation
Setup and configuration
- Salesforce: Setting up sending Zendesk tickets into Salesforce
- Salesforce: Choosing Zendesk for Salesforce features
- Salesforce: Configuring user and organization syncing in Salesforce
- Salesforce: Creating custom links in Salesforce Zendesk Ticket
- Salesforce: Adding ticket view to your Account, Contact, Lead, and Opportunity layouts
Syncing
Support tips and tech notes
- Zendesk ticket to Salesforce case
- Welcome email for new end-users created via Salesforce integration
- Salesforce: syncing lookup field information to Zendesk Support
- Zendesk for Salesforce Global Authentication Error: Domain is not valid
- Salesforce: Apex jobs from Zendesk
- Authentication for Zendesk Support into Salesforce not working
- Salesforce: How do I import closed ticket data?
- Some tickets not displaying in Salesforce
- Add Support tickets under accounts using Salesforce Lightning
- Salesforce test classes failing due to Zendesk package
- Salesforce: Why are my contacts/leads not synced when I create them?
Salesforce on Zendesk docs
The following articles include information about the Salesforce app, which is installed in your Zendesk account.
Installation and configuration
Syncing
Support tips and tech notes
Salesforce integration videos
The following videos demonstrate viewing and sending Zendesk Support tickets to Salesforce, and installing and using the Sidebar App in Zendesk Support.
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 Migrating the legacy Salesforce integration to alternative solutions and Migrating the legacy Salesforce integration to the new Salesforce integration.
15 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?
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