Salesforce: Setting up sending Zendesk tickets into Salesforce Follow

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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), 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.

Note: You must have installed the Zendesk for Salesforce app from the Salesforce AppExchange 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 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 Business rules > Triggers.
  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.
  4. Use the Ticket Information drop-down menu to select Send full ticket details as a custom option.
  5. 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)
  • Form id
  • Brand

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 the following 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. Deselect the Create Contacts and Accounts in Salesforce checkbox if you do not want to create a new Contact or Account in Salesforce when no match is found for the ticket's requester or organization.

    By default, 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. Likewise, if an exact email match is not found between the organization and an Account, a new Account is created in Salesforce.

  12. If you opt to create new Contacts for unmatched ticket requesters, you can enter an existing Account as the Default Account for new Contacts if no organization is present in Zendesk. You can also click the Account lookup icon to set the default Account.

    Setting a default Account will prevent orphaned Accounts from being created.

  13. Map your custom Zendesk field to the new field you created on the Salesforce Zendesk Ticket object.

  14. 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.
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Comments

  • 0

    I created two new date field in Zendesk, however i cannot get them to sync to SF. I have created them in SF and have them on the page layout, however the data does not sync over. I have two fields so i tried one as a DAte and one as a Date/Time and neither are working. Next steps?

  • 0

    Hi Ben! You can configure Salesforce to show Zendesk ticket data on a Visualforce page. If you do that, then custom date fields should be displayed correctly on the ticket. Unfortunately, syncing a Zendesk date field with a Salesforce field or ticket object is not supported at this time.

  • 0

    Hello! My company is looking into setting up integration with Salesforce, but we use Zendesk as our primary support platform and we'd prefer to deal with tickets there. Is there a way to export tickets from Salesforce into Zendesk, instead of the other way around?

  • 0

    Hello Alice!

    Unfortunately there is no way to sync ticket data from Salesforce to Zendesk via the integration at this time. That being said you could look at exporting the ticket data from salesforce, and then you could use the Zendesk API to import the data back into your Zendesk account.

    You can find more about our ticketing API at the link below.

    https://developer.zendesk.com/rest_api/docs/core/introduction

  • 0

    I'm in the midst of setting up the portion of this integration that will create Accounts and Contacts in Salesforce when Zendesk passes it a ticket that does not have an Account with a matching name and/or a Contact with a matching email address. However, I would like to keep a VERY CLOSE EYE on the Accounts and Contacts that are getting created in Salesforce. Is there any information that gets stamped on the Salesforce record that indicates that it came from this integration? (I could probably just look for records where my Salesforce user is the creator, since I did the oauth, but I'd prefer to use a way that's more reliable throughout the future for us to audit these records that are getting created.)

  • 0

    Hi Ben,

    I only have one Zendesk option in Salesforce - and it is only called Zendesk - I am not sure What I am missing to get the 3 options.

    How do I get the 3 others, I am sure I missed a guide somewhere?

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