Salesforce: Setting up sending Zendesk tickets into Salesforce

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61 Comments

  • Dwight Bussman

    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! 

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  • Eugene

    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

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  • Jessie Schutz

    Hi Eugene! I'm checking to see if somebody can answer this for you. Stand by!

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  • Eugene

    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.)

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  • Jessie Schutz

    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. :)

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  • Allastair Meffen

    I am trying to map custom fields to the Type and Priority default fields that are included in Salesforce.

    Is this possible?

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  • Benjamin Towne

    Hey Allastair,

    Are you referring to the Type and Priority fields on the Salesforce Case object?

    Or are you referring to the Zendesk Ticket System fields of the custom ticket object that gets created when pushing tickets into Salesforce?

    Thanks in advance for clarifying.

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  • Allastair Meffen

    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.

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  • Benjamin Towne

    Thanks for clarifying.

    Unfortuantely it is not currently possible to modify which columns are displayed by the visualforce page module.

    This includes changing the mappings of the field types displayed by the VFP module.

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  • Yael

    Hi 

    I wanted to know if this is possible to send not only solved tickets, but as they open tickets and keep them updated till they are closed?

    Thanks

    Yael

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  • Dwight Bussman

    Hi Yael,

    It is definitely possible to send tickets at other times as besides just solving. In order to do so, you'll need to modify the trigger conditions. Here's an article that touches on how triggers function and a bit about their manipulation: https://support.zendesk.com/hc/en-us/articles/203662246-About-triggers-and-how-they-work 

    If you'd like them to send on all ticket updates, you'll want to put the following into the ANY condition of the Salesforce trigger:

    • Ticket is created.
    • Ticket is updated.

    If that's in the ANY condition, the trigger will fire whenever a ticket is created or updated, which should encompass all actions taken on a ticket.

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  • Yael

    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? 

     

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  • Dwight Bussman

    That's correct, Yael! It should update the custom Zendesk Support Ticket object. 

    If you're sending tickets over as Cases, the fields that are updated are much more limited (subject, requester name, requester email), but there are NOT duplicate cases created.

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  • Aaron Elliott

    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.

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  • Benjamin Towne

    Hey Aaron,

    Unfortunately our on-going sync is not bi-directional at the moment.

    It is a one direction sync going Salesforce into Zendesk.

    Zendesk cannot update objects on the Salesforce side of things once it's been created.

    Either a separate 3rd party service would be required or a custom solution would need to be created to automatically sync changes from Zendesk into Salesforce.

    You could look into preforming a Bulk Sync manually Zendesk --> Salesforce via the Bulk Sync tool feature of the Zendesk for Salesforce package.

    Hope this helps.

    -1
  • Ed Hass

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

     

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  • Dwight Bussman

    HeyO Ed,

    Absolutely! That filtering logic would be placed inside the trigger that sends the ticket-object over to SFDC. You'd want to include a "Brand is" condition, whether in the "Meets ALL conditions" section if it's a single brand, or a number of similar conditions in the "Meets ANY conditions" section.

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  • Mark O'Brien

    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!

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  • Dwight Bussman

    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!

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  • Marc Dufour (Groan)

    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.

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  • Benjamin Towne

    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!

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  • Marc Dufour (Groan)

    Thank you @ben!
    As I ssaid, just resubmitting seems to have fixed it. 

    Currently it's only set up to import "solved" tickets. Is it possible to have it import new and ongoing tickets, and would the tickets get updated at each import?

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  • Benjamin Towne

    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.

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  • Marc Dufour (Groan)

    Thanks, I'm considering that, but from what I am reading, these imported tickets do not get updated once they are created in salesforce, correct? That is to say we can not have a live update of Salesforce tickets when a Zendesk ticket changes? (one-way live sync from Zendesk to salesforce)

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  • Marc Dufour (Groan)

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

     

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  • Nicole - Community Manager

    Glad to hear you got things working properly, Marc!

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  • Ivan Pacheco

    Qué debo hacer??
    De qué tickes se trata
    Por favor me responden en español

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  • Ivan Pacheco

    Quiero saber sí mi solicitud de préstamo está activa.

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  • Jhoangel

    Hola Ivan. No logro entender a que te refieres. ¿Puedes indicarnos por favor a que tipo de préstamo te estas refiriendo?

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  • Jeff Callahan

    I am looking to implement this and have some questions...

    We currently use the Zendesk Visualforce page.  In Zendesk we imported all of our SF Account ID's as a custom field on the ZD Org.  We are using this as the map for the Visual force page.  Can I use the same field if we enable this?

    I see the sync is initiated on a Zendesk trigger.  As you cannot update Closed Tickets can we only sync <= Solved?

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