Salesforce: Setting up sending Zendesk tickets into Salesforce

Have more questions? Submit a request

65 Comments

  • 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
  • Justin Federico
    Comment actions Permalink

    Hello,

    If I had my trigger set to "Updated" rather than "Solved". What kind of performance impact would there be on SFDC?

    When a ticket is updated in ZD there are many subsequent triggers firing for SLA automation and others. Will Zendesk push the ticket update to SFDC for every update resulting from these additional triggers firing? I would think that this would bombard SFDC with ticket updates on a daily basis.

    TIA

     

    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
  • 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

Please sign in to leave a comment.

Powered by Zendesk