Salesforce: Setting up sending Zendesk tickets into Salesforce

You can enable Zendesk to send all ticket information to Salesforce using a target. This is useful for including Zendesk tickets in support analytics generated through the Salesforce reporting module.

When Zendesk sends ticket information to Salesforce, if an exact email match is not found between the ticket requester and a Contact (not a lead), a new Contact is created in Salesforce.

Note: You must have installed the Zendesk for Salesforce app from the Salesforce App Exchange before you configure user and organization syncing.

If you want to see Zendesk ticket information without sending the ticket information into Salesforce, you can add a VisualForce page with a list of tickets. For information, see Adding ticket view to your Salesforce Account, Contact, Lead, and Opportunity layouts.

To read about other Zendesk for Salesforce features, see Choosing Zendesk for Salesforce features.

Editing your target and trigger in Zendesk

When you installed the Salesforce app in Zendesk, Zendesk automatically created a Salesforce target that you will use to send information to Salesforce. You need to edit the target to send full ticket details.

Zendesk also automatically created a trigger named Create a record in Salesforce when ticket is solved in your Zendesk. As the name implies, this trigger creates a new Salesforce Zendesk ticket whenever a ticket is solved.

To edit your Salesforce target
  1. In Zendesk, click the Admin icon () in the sidebar, then select Extensions in the Settings section.
    Zendesk Classic: Select Settings > Extensions.
  2. Click the Target tab.
  3. Find the Salesforce target, then click Edit to modify the target.
  4. For the Ticket information option, select Send full ticket details as a custom object.
  5. Select Update target, then click Submit.
To modify and activate your Salesforce trigger
  1. In Zendesk, click the Admin icon () in the sidebar, then select Triggers & mail notifications in the Settings section.
    Zendesk Classic: Select Manage > Triggers & mail notifications.
  2. Find the new trigger, Create a record in Salesforce when ticket is solved, then click Edit to modify the trigger's conditions.

  3. Modify the conditions of this trigger as needed, then click Update trigger.

    send full ticket details

  4. Click Activate to enable the trigger.

Now when you solve a ticket, a Salesforce Zendesk ticket is created in your Salesforce organization.

Customizing the Zendesk ticket in Salesforce

By default, Zendesk maps the following system fields to the Zendesk Ticket object automatically:
  • Zendesk Ticket ID
  • Status
  • Subject
  • Priority
  • Requester
  • Organization name
  • Group
  • Assignee
  • Tags
  • Description
  • Comments
  • Date/Time created
  • Date/Time update
  • Date/Time solved
  • Date/Time initially assigned
  • Resolution time (calendar & business)
  • Requester wait time (calendar & business)
  • Agent wait time (calendar & business)
  • Hold time (calendar & business)
  • Reply time (calendar & business)

The Salesforce target also sends all data from custom fields into Salesforce. To take advantage of this feature, you need to expose custom data on the Zendesk Ticket option by completing some steps for each custom field.

To expose custom data on the Zendesk Ticket
  1. In Salesforce, go to the Administration Setup page.

  2. In the left panel, under App Setup, select Create > Objects.
  3. Click the Zendesk Ticket object (not Edit).

  4. In the Custom Fields & Relationships section, click New.
  5. Select a Data Type for your new field, then click Next.

    In most cases, Text, Text Area, or Number is appropriate. For Zendesk drop-down fields, a Text field is sufficient. Only the selected value will be synced, not all the options in the list.

  6. Enter a Field Label.

    Matching the Field Label to the Zendesk Custom Field Name is preferred, but not required.

  7. Complete the other mandatory fields, then click Next.
  8. Click Next again, then click Save.
  9. Click the Zendesk tab in the Zendesk for Salesforce app.
  10. In the Ticket Mapping section, click Get Custom Ticket Fields.

    A list of custom fields from your Zendesk account appears. Note: You must have already created custom fields in Zendesk.

  11. Map your custom Zendesk field to the new field you created on the Salesforce Zendesk Ticket object.
  12. . Click Save.

When a ticket is sent into Salesforce via the target in Zendesk, your custom field data will automatically populate according to these mappings.

Note: For advanced users: If you want to create custom links to other Salesforce objects, check out Custom links in Salesforce Zendesk ticket.

Editing from the Zendesk Ticket object

The Zendesk Ticket object is synced one-way: from Zendesk to Salesforce. Making changes directly to the Zendesk Ticket object will not update information in Zendesk. You can, however, access and edit the ticket from Salesforce by clicking "edit ticket details."  Your changes will be saved directly in Zendesk.

You must be an Agent or a Light Agent in Zendesk to edit tickets. Light Agents are limited to adding private comments in tickets.

To edit a ticket and save changes directly to Zendesk
  1. In Salesforce, open a Zendesk Ticket record, then click Personal Settings.

  2. In the Authentication section, enter your Zendesk login and password, then click Save.
    Note: You must be an Agent or a Light Agent in Zendesk to edit tickets. Light Agents are limited to adding private comments in tickets.
  3. In the Zendesk Ticket record, click Edit Ticket Details.
  4. Click Edit.
    Alternatively, click New if you want to create a new ticket in Zendesk.
    Note: You cannot edit Closed tickets.
  5. Make any changes you'd like, then click Save.

    You are redirected to the Zendesk Ticket.

Any you made will appear directly in Zendesk on your ticket. Depending on how you have configured your Salesforce trigger, you may not see the update reflected in the Salesforce Zendesk Ticket object.

 

Have more questions? Submit a request

Comments

  • Avatar
    Daniel Apone

    I think this sounds great, but it doesn't quite work properly for me. I think it might have to do with the old Ticket-to-Case mapping still being active.

     

    When my Zendesk tickets are updated, it appears to notify the Salesforce target properly. However, instead of the custom Zendesk Ticket Object being created, a new Case is made in Salesforce instead. How do I turn off the now deprecated Ticket-to-Case? On the Zendesk settings page, there's no "disable" option for this feature...

  • Avatar
    Erin Boyle

    Hi Daniel,

    It looks like we missed a step in the instructions - there's a setting if you edit your Salesforce target in Zendesk (Settings > Extensions > Targets) that will allow you to flip to the new Zendesk Ticket object.

    We'll get that added to this article - thanks for pointing it out!
    Erin

  • Avatar
    Mohan Achar

    Hi, I do not see Organization and Account Mapping section, in my salesfore Zendesk Tab. - Any help ?

  • Avatar
    Erin Boyle

    Hi Mohan,

    Have you installed the latest version of the package from AppExchange?  You should have version 3.16 (or later) of the package.

    Best,

    Erin 

  • Avatar
    Mohan Achar

    I was in a earlier version. Upgrading to latest 3.16 helped. Thanks Erin.

  • Avatar
    Mohan Achar

    I am not able to create new tickets in within salesforce from Zendesk ticket object. I did follow the steps on authenticating the user from personal settings - no change.

  • Avatar
    Jennifer Rowe

    Hi Mohan,

    I see you have a ticket open, so i assume your issue is being addressed there. If not, please let us know!

    thanks!

  • Avatar
    Christopher Newhouse

    Hi,

    I did an install on our Sandbox instance a month ago that went great, but I don't see anything in the current docs about where to add the Zendesk Tickets to the Page Layouts of Contacts, Leads, Accounts and Opportunities.

     

    I'm sure I just missed them, but I did like about 5 times on all the pages...  Any help would be greatly appreciated!

  • Avatar
    Erin Boyle

    Hi Christopher,

    I am hiding them from you!  Technically they're at the bottom of this page:  https://support.zendesk.com/entries/22342448

    Long story short / tl;dr:  You can add a related list of Zendesk Tickets on Account or Contact.  If you want to add them to Lead and Opportunity, you'll need to follow the rather long instructions in that link and do some custom Apex trigger work.

    Alternatively, you could keep using the VisualForce Pages that have been included in previous versions of the package without needing to do any custom Apex work - documentation on those are here: https://support.zendesk.com/entries/22579147

    I hope this helps!  If you need additional assistance please feel free to log a request with support@zendesk.com and we can help you through the process.

    Best,

    Erin 

  • Avatar
    Harley Pellowe

    Hi,

    When we try to test our SalesForce target we get an error saying: Error during transmission: Salesforce Login Failed: INVALID LOGIN; Login request to wrong instance. Please try this URL: https://login.salesforce.com. The rest of our integration with SalesForce seems to be working, though. Any ideas? Thanks!

  • Avatar
    Erin Boyle

    Hi Harley,

    I just opened a ticket on your behalf to look further into this issue.  Someone should be getting back to you shortly!

    Best,

    Erin 

  • Avatar
    Mohan Achar

    I was told by your support engineer that Zendesk when trying to port tickets to Salesforce looks for a a match between Organization name[Zendesk] & Account name [Salesforce] and that this is not configurable to map with any other field in salesforce. Zendesk integration is creating duplicate account names when it does not find the organization name match. Is this not a bug ? I see a mapping setting where i am able to set up mapping between organization & other fields in salesforce but I was told this will only work for Visual force pages. 

  • Avatar
    Erin Boyle

    Hi Mohan,

    He's 100% correct, and actually checked with me before responding.  The settings you're referring to only control the VisualForce pages.  Right now, choosing how to match an organization to an Account not configurable when sending tickets in.

    I understand that this does not meet or fit your use case, and we may change this functionality in the future as several other customers have also provided this feedback.  However, with the current behavior, the integration is working as designed.

    Best,

    Erin

  • Avatar
    Mohan Achar

    If i hear you correct you are stating creating a duplicate account/ new account name when it does not find a matching record is the design.I would argue that its a design flaw & not a best practice to create records in a different database without flagging it. It would be nice if we have a parameter/key to check if its ok to create a record when you do not find a matching record. Salesforce accounts records are not like tickets, they have high audit  implication in many organizations & duplicate can cause a lot of issues  like it does for us.

    I would also request you to add a foot note in the zendesk configuration page in salesforce that the mapping is only for visual force page.

  • Avatar
    venkat k

    i want code on field filter logic

  • Avatar
    John Mclean

    Erin/Jennifer,  when I click the 'New' ticket button within Salesforce I'm directed to a blank 'Solved Tickets from Zendesk' / 'Zendesk tickets' page?

    The URL is:

    https://zendesk.cs8.visual.force.com/apex/ZendeskSystemNewButton?retURL=%2Fa16%2Fo&save_new=1&sfdc.override=1

    Otherwise the app is working fine, I'm able to see and edit already existing tickets within Salesforce.  I don't know if this has any bearing on the current problem but I get regular 'Zendesk organization syncing complete' emails but no 'Zendesk user syncing complete' emails.  I'm using the Sandbox. 

    Thanks in advance for your assistance.

    John

  • Avatar
    Erin Boyle

    Hi John,

    Yeah, unfortunately you can't click the "New" directly on the Zendesk Ticket object - instead you need to go into a ticket, click "Edit Ticket Details" and then select "New" on that page.  I am aware that this is very very wonky and not a good user experience - it's definitely something I plan to address in the next set of updates to the integration.

    Best,

    Erin

  • Avatar
    John Mclean

    thanks Erin! that did it.

  • Avatar
    John DiNapoli

    My Sales folks are complaining about "duplicate" (new) organizations being created in SFDC - we believe from Zendesk. I have a few examples from them. I am looking for exactly how Zendesk check for existing account in SFDC or decides to create a new one there.

     

    Thanks,

  • Avatar
    Erin Boyle

    Hi John,

    It tries to match based on name exactly.  I fully realize this is not ideal, and it's something we plan to change in the next iteration of the integration.

    Best,

    Erin

  • Avatar
    Richard Hotchkiss

    I am concerned that I am unable to clean up ZenDesk data in SF. many of our customers do not have their phone number already in SF so all of their tickets are going into one contact's account. This is probably a mapping/trigger issue that I need to work out. But the main point of contention that I have, is that I am locked out from modifying the requisitioner field to correct the errant tickets.

    What do I need to do in order to edit the data in the requisitioner field?

     

     

  • Avatar
    Richard Hotchkiss

    Hi, I figured out how to change the requisitioner field in SF. While on the Contact page, click on edit next to the ticket.

     

    I feel better that I have data control again.

  • Avatar
    Richard Hotchkiss

    Ok, read I found out how to change it on the zendesk end.... I'm a slow learner.  I also figured out my mapping/triggering issues.

     

    Thanks for being here.

     

  • Avatar
    Jennifer Rowe

    Richard, glad we could be here for you. :)

  • Avatar
    Richard Hotchkiss

    I'm still not synced like I would like to be.

    I have been using SalesForce for 10 years as our CRM and tech support cases. I decided to add on ZenDesk because it seemed like a turnkey solution with a little bit of set up. ZenDesk provides voice support, forum with connection to tickets and an automated logon system that Salesforce doesn't provide (I had been manually converting Leads in order to provide a Logon). I'm sure that once I correct the mapping or whatever the issue is that's making this a little bit of a PITA.

    Here are my latest questions:

    Our SF CRM is set up with the contact fields for names as First Name and Last Name, ZenDesk seems to use Full Name. How can I make ZenDesk send First Name, Last Name to SF?

    I can't figure out how to get ZenDesk to create an organization when a new user registers through the web portal. I expected ZenDesk to do this automatically since this is the way most CRMs are set up. 

    The results in SF currently when a new user registers through the web portal:

    No Account

    No First Name

    Full Name in Last Name

     

    This creates a situation where I have to spend time cleaning data.

    Our current ZenDesk trigger is to write to SF upon creation of the ticket and to update the ticket in real time whether from ZD or SF. This works well.

     

    I really think I'll be happy once I figure out how to get what I want.

    BTW- I am getting a sinking feeling that I'm going to have to upgrade from Plus in order to achieve my goals :..(

  • Avatar
    Laura D.

    Hi Richard, 

    I've opened a ticket for you with our Advanced Support team, someone should be in touch soon. Also, from what I understand, there is no difference on the Zendesk side for the Salesforce app - all of our plans have access to the same app. I'm not sure if there is a difference depending on what Salesforce plan you have though, we'll be able to give you more details in the ticket.

    Look out for another email in just a minute!

  • Avatar
    CT Partners

    Hi,

    The zendesk ticket object in SF is working fine. I've tried changing my target to create a native SF case ... Salesforce target in Zendesk (Settings > Extensions > Targets) Send partial ticket details as a Case ... however I never see a SF Case object.

    I was expecting that instead of creating zendesk objects in SF, the target change would start creating Case objects in SF. I have not changed the field mappings, just the target.

    Am I missing something with this? Thanks.

  • Avatar
    Erin Boyle

    Hi CT Partners,

    Can you make sure you chose "Update Target" when submitting your change to the target and not "Test Target?"  It looks like the change didn't save in your account, which is why I'm asking.

    Best,

    Erin

  • Avatar
    CT Partners

    Hi, Yes, I did use Update Target but switched it back at the end of the day so as to not disrupt ticket flow. I'm assuming by changing this target the tickets will be created as Salesforce Cases rather than Zendesk Tickets? In my testing, when I switched to SF Cases target, no changes occurred in SF but changing it back to Zendesk Tickets I saw the updated ticket on my test account (Equidox Demo) right away. The driver for this target change is a 3rd party Gmail tool we use to view SF data. Native SF cases are supported, custom objects are not unless we upgrade the user licenses. Our Zendesk volume doesn't really justify the upgrade at this time. Thanks, Allen 

  • Avatar
    Jake

    Hi,

    I believe I have followed all the steps in this document correctly, however, Tickets from Zendesk are not appearing in Salesforce in the Zendesk tab. All of the fields and custom fields have been saved successfully, so it appears that Zendesk is not sending ticket information to Salesforce, or Salesforce just is not receiving this information. Perhaps I am missing something?

    Thanks

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