Legacy Salesforce: Setting up sending Zendesk tickets into Salesforce

Have more questions? Submit a request

65 Comments

  • Dwight Bussman
    Comment actions Permalink

    Hi Mark,

    The documentation for those metrics can be found in this article: https://developer.zendesk.com/rest_api/docs/core/ticket_metrics 

    I believe Reply time is the one you're after in this case, based on the description from the aforementioned API documentation: 

    "Number of minutes to the first reply inside and out of business hours"

    Hopefully this helps to answer your question!

    1
  • Saizad Prasla
    Comment actions Permalink

    Hi,

    I have completed whole setup and my trigger is working fine sending all the tickets getting close to Salesforce as per my condition.

    I would like help in sending archive tickets which already exists in Zendesk and are closed before trigger was created.

    I do have Automation created to send ticket whose status is closed and does not contain customTag (My current trigger add custom Tag to tickets sent over to Salesforce so it doesn't go in a loop for automation). But i haven't seen any archive ticket coming to Salesforce using Automation rule. Any help is grateful.

    Thanks,

    0
  • Katherine McAuliffe
    Comment actions Permalink

    Under the section for Editing your target and trigger in Zendesk I see step 4. Use the Ticket Information drop-down menu to select Send full ticket details as a custom option.

     

    What/where is the Ticket Information drop-down menu? What screen is this located on?

    0
  • Allastair Meffen
    Comment actions Permalink

    Hi Ben,

    I am referring to the Type and Priority field that is included through the visualforce plug-in.  Those fields are mapped to Type and Priority in Zendesk which are standard fields but not ones that we are going to be using.  We have instead created custom fields with our own values that I would then like to map to the Type and Priority fields available through the plug-in.

    0
  • Yael
    Comment actions Permalink

    Hi Dwight,

    Thank you for your quick respond! 

    Just wanted to make sure if it will update the same record in Salesforce and will not make duplication of the same case following any update on the Zendesk ticket, right? 

     

    0
  • Dwight Bussman
    Comment actions Permalink

    Hi Kathy and welcome to Zendesk :-)

    Thanks for reaching out on this! There's a few different ways to handle this, but it all comes down to trigger conditions. Some customers utilize a custom checkbox field on tickets "Send to Salesforce", and only have the trigger action on those tickets where the box is checked. For more information regarding triggers, please check out our triggers resources page.

    Please let me know if this helps! If you'd like to discuss the specifics of your workflow/account, I'd be happy to open up a ticket to continue this conversation, just let me know.

    Thanks and have a great day! 

    0
  • Dwight Bussman
    Comment actions Permalink

    HeyO Justin,

    The related list should have tickets so long as those objects remain in SFDC (so functionally indefinitely, provided the objects aren't being removed either by a user or workflow of some sort). Please let me know if that's helpful. I'd be happy to set up a ticket to discuss your specific use-case in greater depth.

    Also, glad you liked the video!

    0
  • Jessie Schutz
    Comment actions Permalink

    Welcome to the Community, Jennifer!

    My first thought is that the tickets that didn't get sent over have an attribute that prevents the trigger from firing, whereas the one that did get sent did not have that same attribute. But that's just an educated guess...I'll see if I can get somebody more knowledgable about Salesforce to weigh in.

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey Katherine!

    It looks like Yuri created a ticket for you about this. Let us know if you need anything else!

    0
  • Benjamin Towne
    Comment actions Permalink

    No problem at all!

    I'd recommend modifying the trigger to look like this if you'd like to have all events on the ticket pushed into Salesforce. The integration is smart enough to not create duplicate ticket objects within Salesforce if one already exists.

    0
  • Ed Hass
    Comment actions Permalink

    Is it possible to filter tickets sync to Salesforce on Zendesk Brand ?

     

    0
  • Eugene
    Comment actions Permalink

    Hi there!

    Working on custom fields mapping I haven't found any info about my next issue:  my settings are not saved in Global settings window: 

    1) In ZenDesk I created text custom field "CandidateID", in Salesforce - "CandidateIdText" (Text(255)), and chose it in mapping on the screenshot  

    2) after I had clicked to "Save" I received successful notification:

    3) buut after that, if to open map settings again, clicking on button "Get Custom Ticket Fields" , I see that Zendesk field is not related to any Salesfroce ticket field, it is related to "None" as earlier: 

    Could you please give me any advise with it? Because as a result an information from Zendesk custom ticket field isn't recorded into Salesforce ticket

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey Eugene!

    I'm glad that you got your question answered, and thank you so much for coming back and sharing what you found out. :)

    0
  • Scott Bowler
    Comment actions Permalink

    You mention "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), you can automatically create a new Contact in Salesforce, if you want. If you opt to create new Contacts for unmatched ticket requesters, you can also set a default Account for those new Contacts."

    However I can't seem to find any instructions for how to turn on this feature - please could you help!

    0
  • Marc Dufour (Groan)
    Comment actions Permalink

    I made the changes aws you suggested and it does the updates to salesforce right away! That's great!

     

    0
  • Valentina Carvajal Ibarra
    Comment actions Permalink

    Hi, I followed all the instructions, step by step and finished the configuration, however there are no tickets being logged into SF. Where should they normally be seen and how can I know what's wrong?

    My settings look exactly as the settings explained above, so I have no idea why this is not working...

    0
  • Marc Dufour (Groan)
    Comment actions Permalink

    When i tried to activate the "Create a record in Salesforce when ticket is solved" trigger it disappeared. It/'s no longer in the active or inactive triggers. How can I rebuild this trigger?

     

    Nevermind, It's back.

    Not sure where it went, but after I re-submitted the salesforce target it seems to have re-appeared.

    0
  • Dwight Bussman
    Comment actions Permalink

    Hi Jeff,

    In answer to your two questions:

    1 - Yes you can! Here's a screenshot of how that might look in settings if the Zendesk field were called "Portal ID (numeric)":

    2 - You should be able to change the conditions of the trigger to fire whenever the ticket is updated, or as the status changes to closed. But you are correct that it is not possible to sync over a previously un-synced ticket after it has already closed. If such tickets need to be moved over into SFDC, it should be possible to pull them out of Zendesk (either using the API or exports if your account is professional/enterprise), and then import into the appropriate custom objects within SFDC: Zendesk Support Tickets and Zendesk Support Ticket Comments

    0
  • Travis Rider
    Comment actions Permalink

    Hello Mike,

    When connecting to Salesforce the trigger is created but by default it's set to Inactive. When you get a moment go to the admin section (gear icon)>business rules> triggers and check the inactive tab. (kindly see the image below)

     

    If the trigger is there, you can activate it by hovering over the trigger title and clicking the three dot icon to the right, then click activate.

    If the trigger is not there, please let me know and we can take this into a ticket for further investigation.

    0
  • Ping Lu
    Comment actions Permalink

    Is there anyway to send attachments to Salesforce as well? Ideally this could include files attached in end-users' emails, as well as attachments added by agents. thanks.

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Ping - 

    Sounds like a good plan. Let us know if there's anything else we can help with!

    0
  • Benjamin Towne
    Comment actions Permalink

    Removing the connection to Salesforce on the CRM tab and Connecting to Salesforce again fresh will recreate the Salesforce Trigger and Target fresh.

    Steps:

    1. Remove connection to Salesforce from within Zendesk.

    • Admin > Settings > Extensions > CRM > Remove (next to Save tab button)

    2. Connect to Salesforce (Make sure a Salesforce System Admin signs into Salesforce for this step.)

    3. Activate newly created Salesforce Trigger.

    • Admin > Business Rules > Triggers > Inactive > "Create a record in Salesforce when ticket is solved" > Activate

    Hope this helps!

    0
  • Eugene
    Comment actions Permalink

    Hi Jessie!

    Sorry for boring you, guys, I have already received the answer from Benjamin Towne! Just in case, if there will be some inattentive person like me:

    I was clicking on the wrong "Save" button (the "Save" button for the ticket field section is actually at the top and not the one in the "Ticket List View for Salesforce Objects" section.)

    0
  • Aaron Elliott
    Comment actions Permalink

    Hi, I understand that there's a way to create a new contact/lead in SFDC when a new user is created in Zendesk, is there a way to update a SFDC contact/lead when the user is updated in Zendesk? I want to have bi-directional user-contact updating enabled.

    Say for instance an existing user emails in to Zendesk, but we need to update their user information. The contact already exists in SFDC, will the updated information push through to SFDC?

    If it's not native, has anyone setup an integration or custom API to do this task? This is the last item to check off before signing off on Zendesk for support. Any help is appreciated.

    0
  • Mike Sharpe
    Comment actions Permalink

    The very first step here says there will be a new trigger called "Create a record in Salesforce when ticket is solved," and I do not have that? I have followed all the instructions up to this point.

    What am I missing?

    0
  • OpsHub Dev Team
    Comment actions Permalink

    Hi Ben and Alice,

    We support out of the box integration from Salesforce and Zendesk. You can visit our product OIM (OpsHub Integration Manager) in the Zendesk marketplace. https://www.zendesk.com/apps/opshub-integration-manager-oim/.

    - Simple mapping of custom fields and data syncing.
    - Syncing of entities from Zendesk to Salesforce and vice a versa(Bidirectional).
    - Support of comments and attachment syncs.
    - History Supported.
    - No special API configuration

    We also provide many other features. To explore the features you can reach out to us for your custom demo here : http://www.opshub.com/demo-request/

    Thanks

    OpsHub

    0
  • Dwight Bussman
    Comment actions Permalink

    Hi Justin,

     

    If you change the trigger conditions to "Ticket is Updated" rather than "Ticket is solved", every update to the ticket (whether by an agent/automation) would cause one API request to SFDC. Additional triggers firing within the same update should not cause additional pushes to Salesforce.

    Please let me know if I'm explaining that sufficiently well. I'd be happy to reach out to you in a ticket to discuss this further.

    0
  • Justin Federico
    Comment actions Permalink

    Hey Dwight,

    Thanks for your help on this. I have everything set up successfully. One question about the Related List. Do tickets remain on the list indefinitely or are they removed after being closed for a given amount of time? I could see some accounts in SFDC having a laundry list of tickets.

    The video on this article is excellent BTW!

    0
  • Mark O'Brien
    Comment actions Permalink

    Is there anywhere that these values are clearly defined?

    • Resolution time (calendar & business)
    • Requester wait time (calendar & business)
    • Agent wait time (calendar & business)
    • Hold time (calendar & business)
    • Reply time (calendar & business)

    Mainly, I am looking to report in SalesForce on First Response Time (FRT) which is available in Insights. It is unclear whether Reply time or another of these values corresponds with that.

    Thanks!

    0
  • Dwight Bussman
    Comment actions Permalink

    Hi Valentina,

    I'm a member of our support team and I'd like to help you troubleshoot this within a ticket. I'll be reaching out to you shortly therein.

    Thanks for letting us know you're having difficulties!

    0

Please sign in to leave a comment.

Powered by Zendesk