Zendesk for Salesforce Updates Follow

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24 comments

  • Avatar
    Erin Boyle

    Hi all,

    New package available - 3.24 - see release notes above!

    Best,

    Erin

  • Avatar
    Erin Boyle

    Package version:  3.24 (no longer linked on AppExchange)

    Package release date:  April 16, 2014

    Release Notes

    1. Contact/Lead one-time sync improvements

    -

    Remove the sync confirmation email

    -

    Added a sync status page that will communicate the status of the sync as well as how many records are being synced

    1. Contact/Lead sync (one-time and ongoing) improvements

    -

    Added the ability to filter which Contacts/Leads are synced by Record Type (Enterprise edition only)

    -

    Added the ability to filter which Contacts/Leads are synced by an Contact/Lead drop-down field of your choice

    1. Fixed:  In the previous few packages, we broke the intended functionality of the Account Visualforce page matching settings.  Now the default match will pull results for all Contacts within an Account as expected.

    Please subscribe to this announcement to receive future notifications on updates to the Zendesk for Salesforce package.

  • Avatar
    Erin Boyle

    Package version:  3.25 (no longer linked on AppExchange)

    Package release date:  

    *New functionality *

    Map Accounts fields to custom org fields for the Account to organization sync

    • You will only be able to map similar field types - if you don't see the Zendesk field you're looking for in the mapping process, it's probably not an available field type
    • Note: when mapping a Salesforce picklist to a Zendesk drop-down, the sync will fail unless the picklist values match the drop-down TAG values exactly. I know this is not the best experience and hope to improve this in the future by providing a value mapper.

    Fixed

    Fixed an issue where having more than 100 drop-downs across Account, Contact, and Lead were not allowing customers to get to the "Zendesk" tab in Salesforce

    Please subscribe to this announcement to receive future notifications on updates to the Zendesk for Salesforce package.

  • Avatar
    Erin Boyle

    Package version:  4.0 (no longer on AppExchange)

    Package release date:  July, 2014

    New functionality

    Map Contact fields to custom user fields for the Contact to user sync; also map Lead fields to custom user fields for the Lead to user sync

    • You will only be able to map similar field types - if you don't see the Zendesk field you're looking for in the mapping process, it's probably not an available field type
    • Note: when mapping a Salesforce picklist to a Zendesk drop-down, the sync will fail unless the picklist values match the drop-down TAG values exactly. I know this is not the best experience and hope to improve this in the future by providing a value mapper.

    Updated functionality

    • We've removed the default sync mappings to reduce confusion and unintentional data updates - this will only affect new integration users. (Existing users will still have their existing saved settings.)
    • We've moved some sections around on the Zendesk tab in Salesforce. The sync sections were getting a bit long, so we've made the ongoing sync toggles their own sections, and the mapping sections for each Account, Contact, and Lead separate sections to help reduce confusion.

    Fixed

    1. Fixed an issue where converted leads were causing the sync to fail

    2. Some customers have reported that their Integration Logs are getting too big. We are working on a fix for this (but it's not available yet). In the meantime, here are instructions for how to remove up to 10,000 logs at a time. We also recommend that unless you are actively trying to troubleshoot an issue, you leave the Logging Level at "Error" rather than "Debug."

    Each execution will remove the oldest 10,000 log records.

    1. Click on the user's name in the upper-right hand corner of the screen
      1. Click on "Developer Console" and wait for the new window to load
      2. On the top-menu, click on Debug --> Open Execute Anonmyous Window
      3. Copy and paste the script into the "Enter Apex Code" windowlist

    list<Zendesk__ZendeskLog__c> tmpList = [SELECT Id FROM Zendesk__ZendeskLog__c ORDER BY CreatedDate ASC LIMIT 10000]; if (!tmpList.isEmpty()) delete tmpList;
    5. Click on the "Execute" button

    You can check on the number of logs remaining by:

    1. Within the Developer Console window, across the bottom, click on the "Query Editor" tab
      1. Copy and paste this SOQL query into the window below the tab:

    SELECT Count() FROM Zendesk__ZendeskLog__c 
    3. Click on the "Execute" button in the bottom left corner
    4. After it runs, near the top of the page, you'll see a blue bar that says "Query Results - Total Rows <number of records>"

  • Avatar
    Erin Boyle

    Package version:  4.1 (no longer on AppExchange)

    Package release date:  August 20, 2014

    New/updated functionality

    None

    Fixed

    • Fixed a major bug where duplicate organizations were being created in Zendesk for a subset of customers. This was only occurring for customers that had a Workflow Rule created on the Account object.
    • Some customers who left their logs on were not able to access Integration Logs due to having too many log entries. We've introduced a setting that allows you to limit the number of logs you collect by number of weeks. We'll automatically clear out any logs that are older than this.
    • Fixed an issue where customers were unable to map fields marked as an "external id" as a tag for sync
    • Fixed an issue where customers on Salesforce Group and Professional editions were unable to kick off a bulk sync (RecordType ID error)
  • Avatar
    Erin Boyle

    Package version:  4.2 (no longer on AppExchange)

    Package release date:  September 19, 2014

    New/updated functionality

    None

    Fixed

    • Some customers were intermittently receiving a "bad_record_mac" error when performing the one-time/bulk sync on Accounts.  We believe this issue has been resolved.
    • Several customers were reporting an Apex Job error of "Too many SOQL queries" when performing the one-time/bulk sync on Accounts.  This should now be resolved.
    • Occasionally an "Apex CPU time limit exceeded" errors was cropping up for the Account one-time/bulk sync.  This should now be resolved.
    • When editing or creating Zendesk tickets in Salesforce, the apply macro functionality was not updating custom drop-down values.  This has been fixed.
    • Some customers were reporting an issue where phone number was no longer syncing automatically for Contact/Lead ongoing sync.  This has been fixed.
    • Customers with a large number of Lead fields getting a "Maximum view state size limit exceeded" error when editing the mappings for Lead sync.  This should now be fixed.
    • Customers were unable to create a new ticket while looking at an existing Zendesk Ticket record in Salesforce.  This has been fixed.
  • Avatar
    Erin Boyle

    Package version: 4.3.1 (no longer available on AppExchange)

    Package release date: November 11, 2014

    New/updated functionality

    None

    Fixed

    • Rather than using global (Zendesk tab) credentials, the ongoing user and org sync was attempting to use the personal credentials of the user making the change. This has now been fixed to always use the global credentials.
    • On Accounts that contain a space in the name field, the Visualforce Page was searching for only the part of the name before the space, causing issues with similarly-named Accounts. This has now been fixed to use the entire Account name.
    • When Account sync is disabled and Contact sync is enabled, in certain situations an update to a Contact caused the Account sync to run. This has now been fixed - Accounts are never synced when the Account sync is disabled.
  • Avatar
    Erin Boyle

    Package version: 4.3.2 (no longer available on AppExchange)

    Package release date: December 17, 2014

    New/updated functionality

    • We've introduced a debugger module. If you've experienced an issue, you can click on "Export Debug Data" and attach the resulting csv to your ticket with Zendesk Support. We hope it will speed up troubleshooting time and reduce all of the back and forth questions.
    • Now you can opt-out of creating Contacts and Accounts in Salesforce when you send in Zendesk Tickets.
    • Now you can set a default Account to use when you send in Zendesk Tickets with no organization. If there's no organization on your ticket and we create a new Contact for the requester, we'll associate the Contact with the default Account.
    • We removed some old settings sections from the page... it was getting a bit crowded.

    Fixed

    • Fixed an issue where customers on Salesforce Group and Professional editions were unable to install the package.
    • In some cases, Leads were syncing even when the filters were set such that no Leads should sync. Now, Lead syncing respects filters even when no matches are found.
    • For Account sync, if "domain mapping" was set to None, the email domains were being removed from organizations. This has been fixed.
    • If your account has over 100 macros, no macros were being displayed while editing / creating tickets. Now, up to 100 macros will display regardless of the total amount.
    • In some parts of the interface, the names of statuses were inconsistent. This has been fixed.
    • Now if you change the email address on a Contact or Lead that's previously been synced, we'll add that email address to the Zendesk user record as the primary identity and verify it. All other identities will remain on the user record.
    • In some rare cases with very large organizations, the error "Too Many DML rows: 10001" was cropping up during the bulk sync process. To help remedy, you can now adjust the size of batches before kicking off a bulk sync. The default size remains at 1000. If you do run into this issue, I encourage you to explore other options outside of the out-of-the-box integration's bulk sync due to the size and complexity of your instance.
    • In some cases, Zendesk errors were cropping up while running tests before deploying changesets. We've made some changes to help mitigate this issue. While we certainly hope the changes will fix all reports, it is possible that additional investigation will be required on a case-by-case basis.
  • Avatar
    Erin Boyle

    Package version: 4.3.3 (no longer available on AppExchange)

    Package release date: January 16, 2015

    New/updated functionality

    • Nada

    Fixed

    • Fixed an issue where customers' picklists were not syncing to drop-downs in Zendesk for the Contact and Account sync
    • Fixed an issue where users were not being associated with an organization in Zendesk under certain circumstances affecting the Contact sync
  • Avatar
    Erin Boyle

    Package version: 4.3.4 (no longer available on AppExchange)

    Package release date: March 10, 2015

    New/updated functionality

    • We added support for multiple organizations - now if you're using multiple organizations in Zendesk, we'll simply add a new organization to users during the ongoing sync process rather than replacing all organizations.
    • (Group & Professional) We've added a section to the settings page to easily show you if you've missed adding any required fields to your layout.

    Fixed

    • If an Account had a Zendesk Organization ID matching a since-deleted organization, the Account was no longer being synced with Zendesk
    • In certain situations, customers were seeing multiple ongoing sync failures with some Salesforce users, but not all. This happened when significant changes were made to mapped Salesforce fields (like deleting or undeleting them).
    • When set to the "default" setting, Account Visualforce Pages were not displaying all tickets whose requesters were Contacts on that Account. In some cases, no results were displayed, but a result count was present.
    • In some cases, customers were getting an error when trying to export the debug log for support.
    • The ongoing sync was not removing values from fields in Zendesk when the value was removed from the mapped Salesforce field.
  • Avatar
    Erin Boyle

    Current package version:  4.4
    Package release date:  July 22, 2015

    IMPORTANT INSTRUCTIONS FOR UPGRADE

    Due to a change in how Salesforce allows packages to remove components, you will need to perform a two-step upgrade to the Salesforce integration. You cannot simply install the new package from AppExchange.

    To upgrade your Salesforce integration

    1. Install package 4.3.5
    2. After installation is complete, immediately install package 4.4

    New/updated functionality

    • Added support for Multibrand—now the brand field will be displayed on your tickets.
    • When setting up Accounts and Contacts syncing, we've added the ability to map the values of your Salesforce picklists to the values of your Zendesk drop-downs. This means you're no longer required to have your Salesforce values match your Zendesk tags exactly.
    • We've moved a few things around and have also updated the layout of your sync settings on the Zendesk tab

    Fixed

    • Customers could not save tickets when due date was set
    • Domain values did not sync from Salesforce to Zendesk
    • Custom ticket field mapping in SFDC could not handle >100 fields
    • Last Sync Date and Last Sync Status did not populate during ongoing sync
    • Visualforce page status filter was missing "On Hold"
    • Customers received "Attempt to dereference a null object" error during the ongoing Account sync
    • Customers could not deploy new code to production due to old API versions
    • Visualforce Page only displayed 2 pages of tickets or incorrect number of pages
    • During Contact/Lead ongoing sync, tags being synced replaced all tags in Zendesk
    • Customers received "Too many values" error from Zendesk during bulk sync
    • Ongoing sync continues to use old tag mappings, even after they're removed
    • Miscellaneous other Apex errors
  • Avatar
    Erin Boyle

    Current package version: 4.4.2
    Package release date: October 14, 2015

    IMPORTANT INSTRUCTIONS FOR UPGRADING from 4.3.4 or an earlier version

    Due to a change in how Salesforce allows packages to remove components, you will need to perform a two-step upgrade to the Salesforce integration. You cannot simply install the new package from AppExchange.

    To upgrade your Salesforce integration

    1. Install package 4.3.5
    2. After installation is complete, immediately install package 4.4.2

    New/updated functionality

    No new functionality this time

    Fixed

    • Account sync was failing if a numeric field was mapped to Zendesk and that field contained a null value in Salesforce. This has now been fixed.
    • Previously, if any Salesforce fields that had been mapped for syncing were deleted from Salesforce, the settings page became unreachable and syncing failed. Now mappings for deleted fields are removed automatically.
    • If at least one Record Type existed, but none were active, the Account sync did not work. This has been fixed.
    • When creating a ticket from Salesforce, although the ticket was created successfully, an error was being logged for "Unknown field: Zendesk.ZendeskStructure.zBrand.is_deleted." This error has been resolved.
    • When creating or updated tickets from Salesforce, some values (like priority) were not being updated in Zendesk. This has been fixed.
    • Customers with drop-downs containing >1000 field options saw a broken page when editing or creating tickets. Going forward, fields with >1000 options will not be displayed on these ticket pages.
    • When sending tickets into Salesforce using the Zendesk Ticket object where the requester had no email address, the integration was incorrectly linking the ticket to the first Contact in Salesforce with no email address. Now, if you've enabled Contact and Account creation, we'll create a new Contact for a requester with no email address.
  • Avatar
    Erin Boyle

    Current package version:  4.5

    Package release date:  January 25, 2016

    New/updated functionality

    No new functionality this time

    Fixed

    • If you were using multiple organizations and had the Contact sync enabled, the sync was removing all organizations from the user profile except for the related Account
    • Previously, if you had configured multiple Zendesk accounts configured, only the first Zendesk account could have ticket field mappings
    • When saving the Ticket List View settings, the settings were saving correctly, but the settings interface was not showing the saved settings
    • When mapping multiple drop-down fields for sync, the tag values were getting associated with the wrong drop-down fields
    • When viewing the ticket details visualforce page, user avatars were showing as broken images
    • The Account bulk sync was sometimes running into a "Too Many Values" issue, even when adjusting the batch size
    • A "List Index out of bounds: 0" error was encountered in certain situations when navigating to the Zendesk tab
    • The bulk user sync was failing if it came across an invalid email address. Now the job will still complete, and the error will be logged.
    • Some customers were unable to upgrade from 4.3.5 to 4.4.x. This should be resolved in 4.5
    • In some situations, when running tests to deploy code, a DUPLICATE USERNAME error was seen
    • A brand error was being logged after every ticket update
    • In a few situations, tickets could not be created from within Salesforce due to an invalid submitter ID being stored
    • Increased test coverage to eliminate errors surfacing in callouts within test classes
    • Navigating to bulk sync settings resulted in a Too many query rows exception
    • In certain situations, if triggers fire the Salesforce Target on the same ticket in very quick succession, it was possible for multiple Zendesk Tickets with the same ID to be created
    • Having two fields with the same API name (but different namespaces) caused the ongoing sync to break
  • Avatar
    Erin Boyle

    Current package version:  4.5.4

    Package release date:  February 24, 2016

    New/updated functionality

    No new functionality this time

    Fixed

    • Some customers were receiving a "Maximum view state size limit" error when mapping fields for syncing
    • When attempting to view a ticket listed on one of the Visualforce Pages, some users were receiving an initialization error

     

  • Avatar
    Erin Boyle

    Current package version: 4.6 (or 4.6 for sandbox)
    Package release date:  May 6, 2016

    New/updated functionality

    • You can now configure the Account Visualforce Page to find an organization based on a custom organization field of your choosing.
    • You can now configure the Contact Visualforce Page to find a user based on a custom user field of your choosing.

    Fixed

    • The bulk user sync was failing to related newly created users to the appropriate organization
    • Zendesk Tickets were not appearing in Salesforce under certain circumstances
    • While attempting to view a ticket from a Visualforce Page, some agents were getting an initialization error
    • When trying to map new custom fields for user and org sync, trailing whitespaces in the field names were causing the mapping update to fail
    • Date fields were not displaying data when viewing tickets via a Visualforce Page
    • Requester, CC, and Org field values were not displaying in certain situations when viewing and editing tickets through the Zendesk Ticket interface
    • Upon saving a ticket mapping in Salesforce, some customers were getting an "Attempt to de-reference a null object" error
    • Inactive macros were being displayed in the apply macros dropdown when editing a ticket
    • Additional updates to tests
  • Avatar
    Erin Boyle

    Current package version: 4.6.1 (or 4.6.1 for sandbox)

    Package release date: May 23, 2016

    Small patch bump addresses a very specific situation causing the Apex triggers not to fire following a workflow process.

  • Avatar
    Yuri Mylis (Edited )

    Current package version:  4.7.1 (or 4.1.7 for sandbox)

    Package release date:  July 14th 2016

    New/updated functionality

    • The sync configuration of Accounts, Leads, Contacts on the “Settings” page was moved to a separate page. This was done to avoid reaching an upper page size limit it certain scenarios.

    Fixed

    • When mapping two org fields in a row, the second one was failing.
    • Saving of values for the sync filter under the User/Contact tab was failing.
    • Custom Ticket Fields in Zendesk of type Date were not syncing to fields in Salesforce of type Date or type Date/Time.
    • Ongoing Sync failed to run in some scenarios.
  • Avatar
    Yuri Mylis

    Current package version: 4.8 (or 4.8 for sandbox)

    Package release date:  August 18th 2016

     

    New/updated functionality

    • With this release the Salesforce integration is compatible with Lightning!
    • We've made it easy to add comments to a Zendesk ticket in Salesforce by adding this option to the “ticket view” page.

     

    Fixed

    • Error occurred while doing field lookup in account lookup.
    • Zendesk ticket field "external_id" with alphanumeric characters was causing an error when retrieving an account on the visualforce page.
    • Edit button on the Zendesk Ticket View was not working.
    • Comments were not ordered by date, newest to oldest.
    • Results displayed in the Salesforce app in Zendesk not ordered by created date.
    • Updated the default action when editing Salesforce target in Zendesk, to sent the full ticket information to Salesforce.
  • Avatar
    Yuri Mylis

    Current package version: 4.8.1 (or 4.8.1 for sandbox)

    Package release date:  August 24th 2016

     

    Fixed

    • Error was not displayed when wrong credentials were provided for Zendesk authentication
    • Sync failing if Personal Accounts feature is disabled
  • Avatar
    Yuri Mylis

    Current package version: 4.8.2 (or 4.8.2 for sandbox)

    Package release date:  August 26th 2016

     

    Fixed

    • On-going sync failed when filtering on record type

  • Avatar
    Maxime (Edited )

    Current package version:  4.11

    Package release date:  September 26th 2016

     

    New/updated functionality

    • Added support for Zendesk ticket forms. When creating a new ticket from Salesforce users can now choose which form to use. Only fields on the relevant form will be displayed when editing a ticket enabling a leaner look.
    • Improved security by adding a new authentication method - OAuth.
      It's more secure and easy to setup. It will replace previous authentication methods

     

    Fixed

    • "Priority" field on the ticket was not displayed correctly in Salesforce
  • Avatar
    Yuri Mylis

    Current package version:  4.11.2
    Package release date:  October 25th 2016

    Fixed

    • Authentication issue affecting new installations (not upgrades).
    • Tickets creation was not working, if "save and return" button has been clicked under Personal Settings.
    • Custom ticket fields were not syncing.

  • Avatar
    Yuri Mylis

    Current package version:  4.12
    Package release date:  January 23rd 2017

     

    New/updated functionality

    • Salesforce users are now able to add attachments to ticket comments. The attachments will be stored in Zendesk Support.
    • From this version the integration supports only OAuth authentication as it's a more secure and simple authentication method. Customers using older methods will need to authentication to Zendesk after the installation.
    • Zendesk branding was updated.

    Fixed

    • If no email address is set for Account/Contact/Lead search was returning the wrong tickets.
    • Ticket Form name was not visible in Salesforce.
    • Host mapped URLs were incorrectly handled.
    • Custom ticket fields were not shown on the visualforce page when on Zendesk Support Professional Edition.
  • Avatar
    Yuri Mylis

    Current package version: 5.1
    Package release date: March 15th 2017

    New/updated functionality

    This version includes new Bulk Sync mechanism (Beta)

    • Increase sync limit from 20k records to 250k records 
    • Lightning style user interface
    • Multiple customisable matching criteria (up to 3)
    • Ability to manually match to overcome data quality issues
    • User defined sync direction
    • New “Import Only” mode enable customizing sync behavior
    • Users can review and resolve errors or ignore them
    • Downloadable error report
    • Contacts and Leads syncing are now separate operations 
    • The Zendesk External_ID field is used
    • User manual

     

    • Zendesk "new user welcome emails" can optionally be sent when syncing users from Salesforce to Zendesk Support.
    • New "Built By Zendesk Application Agreement" needs to be accepted after the installation before the package can be used.
    • This version of the package only supports OAuth authentication. If you have not previously authenticated in this way, you will be asked to login to Zendesk to use this package.
    • Usage information is now collected and "Remote Sites" setting will be programmatically updated to enable this functionality. No user data is collected.

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