Legacy Salesforce: Installing and configuring the app in Zendesk Support

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  • Gail Hallett

    Hi there, two questions on this:

    1) If I have more than 5 related records, how does it decide which 5 to display? Can I set sorting somewhere so it would be say, 5 most recent records?

    2) Is it possible to use relative dates in the filters? If above doesn't work, then I would want to filter based, for instance, on record date is less than 60 days. 

  • Colin Piper

    I have come back to look at the Salesforce app after a while of saying that it is not for me. Things change and often for the better. However in my case there still appears to be no change in the limited number of fields within Zendesk that you can map from. 

    All i wish to do is to display Salesforce data within Zendesk and I will do my lookup from the Zendesk organization to the Salesforce Account. Unfortunately my options are limited to Name of the Organization. This is unreliable unless you are in a position where you can fully sync in both directions the names of accounts and organizations. You may well be able to but I do not want that full sync. 

    Will there ever be an update to the app that will allow you to map from other organization fields, especially custom fields? 

    Or is it possible to get the code for the app to modify ourselves?

  • Nick

    Hi Community!

    Can you please help me with one question?

    I've reviewed the video "Sidebar app in Zendesk Support" at the top of this page. And I'm interested in Lead record creation in Salesforce through Salesforce Sidebar app in Zendesk Support. The author said that he will show how to map additional fields from Zendesk to Salesforce in the next video.
    But, I can not find the article or video about that. Does somebody know where I can find some guide?

  • Terrence

    @ Clay

    Organization and User fields can be mapped to Contact/Lead or Account fields in Salesforce, but only with matching types as show here.


    Currently each object can only have one mapping. Connecting incoming calls to a profile with an Email in Zendesk would help reduce this from happening. A typical call workflow in Zendesk includes adding an email to the ticket. Alternatively you could use Leads for phone matching and Contacts for email matching, but that depends heavily on how you are using these types in Salesforce. 


  • Dylan Kilgour

    This can be disregarded.  It looks like it just takes about an hour which it alludes to above under 'Viewing Salesforce information from a Zendesk ticket' though I though that was referring to something else..

  • Kyle Jones

    Hey there Steve,

    That's a very good question! To my knowledge, this would be expected functionality of the integration. 

    We do have an article over here that might be beneficial to read ( https://support.zendesk.com/hc/en-us/articles/115006550828-Salesforce-Syncing-lookup-field-information-to-Zendesk-Support ) as it covers aspects on how syncing the lookup field works.

    Some customers have also setup a separate text field that gets populated with a value based on the value of the formula field.This requires creating a custom apex trigger on the Salesforce side of things which is not something we can help with as it would be out of our scope of support.

    It's also important to note that any Salesforce field you add to the box on the right will have it's  value/s set as the tag/s on the org or user. It will not just add them. This means that any existing tags will be removed and replaced with only the values of the fields in the right field box.

    Another recommendation would be to look into the Account/ Org Contact/User Sync feature of the integration and sync the CSM name to an Org field. You can see more about this here ( https://support.zendesk.com/hc/en-us/articles/203659996-Salesforce-Configuring-user-and-organization-syncing-in-Salesforce )

    I hope this clears it up for you!

  • Chris Merritt

    Trying to pull CSM value from SF; however, I only get the ID of the CSM, not the name of the CSM.  How can I get the Name of the CSM rather than the ID?


  • Josh Sheers


    I am trying to filter the assets shown by having a field (Serial Number) not be blank. I have tried:

    | Serial Number | | != | |    ""    |
    | Serial Number | | != | | NULL |

    Neither of the above options are having any affect on which assets are being presented.

    Is there a better way to define the filter to achieve the desired result? Is there a way to bypass the 5 object limit?

  • Michael

    Hi there.  I'm trying to configure the settings on the SFDC integration, but I am only able to look up the contact object by one field mapping.  That presents a problem as I get inbound calls and inbound emails as they present into Zendesk.  If an inbound call comes in, I won't be able to associate that to the correct contact/account in salesforce if I only use the email to match to contacts.  

    I'd imagine that this has been a problem that's been solved before.  How do you suggest I get past this hurdle?  Again, I want to look the contact up by the phone and email.

  • Erin Boyle

    Hi Colin,

    Mostly good news for you. We're actually building up a team that will, among other things, be responsible for improving the Salesforce app. In the short-term that means you're not likely to see any changes, but you will start to see much more movement once that team is up and running.


  • Desi Pepova

    After completing the setup we cannot see the Salesforce app in the User's profile page.

    Any idea why is that?

  • Dolev Zemer


    we installed the app on both SF and ZD sides, but haven't checked the "enable" toggle on the ZD side yet.

    when I'll do that, will it automatically pull bulk of account/org/user data from SF? or will I be able to control it manually? I don't want automatic users to be created. 

  • Jessie Schutz
    Zendesk team member

    Welcome to the Community, Dylan! Thanks for circling back to let us know it's working. :)

  • Andrei

    Hi Michael,

    There are a lot of different variables that could be attributed to that error based on how your integration is set up. I will reach out to you over a ticket so that we can take a closer look at what your particular workflow is and how we can fix that issue.

  • Patrick Bosmans
    Zendesk Customer Advocate

    Hey Josh!

    First things, currently there is no workaround for the 5 object limit.  I checked with our development team and this does not appear to be on our dev roadmap to extend any time in the near future.

    As for the issue with filtering blank or null values.  We did some testing and confirmed there is currently no way natively to do this in the app.  We did find a workaround, but it's not exactly elegant.

    I am going to spin up a ticket for you to discuss this further.

  • Steve Noone O'Connor


    I am trying to use the formula field to push the CSM (SF User Lookup) over to Zendesk. Everything works if I want to add it to the side bar but it doesn't seem to be able to push it as a tag. Is this by design? or is there a tweak I can make to get it to push over as a tag and not just a mapped field?

    Reason for this ask is because I want to create views for folks and can only do that off tags unless I am missing something there? Other then adding ever single organization a CSM owns to create a view which I don't want to do. 

  • Michael Sugianto


    I've reinstalled Zendesk app on both Salesforce and Zendesk, Currently I'm having the below issue when trying to setup Salesforce target in Zendesk, I'm sure I have put the correct password, since I'm able to login to Salesforce.

    This is the error message when testing the target

    "Error during transmission: Salesforce Login Failed (Account: ****):
    <response><error>LOGIN_OAUTH_API_DISABLED</error><message>Failed:OAuth Api Access Disabled</message></response>"

    And this is the error message from Salesforce related to the above
    "1801: Missing, invalid or expired OAuth Token Parameter"

    Any help is appreciated.

  • Chris Merritt

    That's helpful.  Thanks, Blaine.

  • Becca
    Zendesk team member

    Hi Desi- 

    There could be multiple factor at play causing the app to not appear. Here's a few things to check: 

    • Select the "Apps" button in the ticket view
    • Clear your browser's cache and cookies
    • Try uninstalling and reinstalling the sidebar app under Manage > Apps 

    If none of these steps resolve the issue, I'd recommend submitting a request to Support@Zendesk.com to have our Support team investigate this further. :) 

  • Schuyler Weinberg

    Is it at all possible to add multiple conditions to a filter? I have this app installed for a support team that only needs to look at specific case types. We have a field 'problem type' that I want to filter to only see these 4 case types. When looking in the 'configure setting' section I only see the option to add 1 field type filter and 1 date based filter

  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Dolev -

    Are you referring to the Bulk Sync functionality? This article can help you go through step-by-step on how to use that feature to get the results you want: Salesforce: Using the Zendesk Bulk Sync Feature

    It won't automatically pull everything when enabled, but you do want to make sure you do things in the right order. Check that out and let us know if you have additional questions.

  • Sophia Guzman


    I've installed Zendesk app on both Salesforce and Zendesk but cannot get the tickets to be sent to Salesforce. Please advise as I have been trying to set it up for days now. I keep getting the below message when setting up the target.

    "Error during transmission: Salesforce Login Failed (Account: ****): 

    <response><error>LOGIN_OAUTH_API_DISABLED</error><message>Failed:OAuth Api Access Disabled</message></response>"

    Any help is appreciated. Thank you!

  • Diziana

    I am also facing the same issue for a long time:


    <response><error>LOGIN_OAUTH_API_DISABLED</error><message>Failed: OAuth Api Access Disabled</message>

  • Clay Telfer

    I'd like to match the Selected Salesforce Field to a custom Zendesk Organization field we've created, but that doesn't seem to be possible. Is there a way to do this that I'm missing, or do you have to match with a Ticket field specifically? Thank you!

  • Blaine Knab

    Hi Chris,

    It sounds like your CSM field in SFDC is likely a Lookup field.  On the backend these fields just hold the ID of the record they reference.  They are really nice when working inside Salesforce as the application knows to translate that ID into the name of the record.  However when you send the value of a lookup field elsewhere, you're just going receive the ID, the actual value stored in the field.

    In order to accomplish your goal here, you'd need to create a Formula field in Salesforce.  You can configure the formula field to get the name of the CSM and output it as plain text.  You can then easily add this field to display in the sidebar app, which will return the CSM's name properly.

    I hope this helps!  If you have further questions, we'd love to help get them answered, just open a ticket!

  • Blaine Knab

    Hi Amie,

    The "Account Owner" field is unfortunately not supported.  The reason is that this field is what is called a lookup field in Salesforce, and it simply do not translate to any Zendesk field appropriately.

    With that said, you could do this with custom fields if you'd really like this info in Zendesk.  You can create a custom field (I'd recommend a text field) in Salesforce by going to Setup > Customize > Accounts > Fields.  You can then create a custom organization field in Zendesk.  Afterwards you should be able to map them as you would normally.

    The thing to keep in mind is that certain field types in Salesforce can be mapped to certain field types in Zendesk, these relationships are detailed here.

  • Derek Nielsen

    Is there a way to resize the app sidebar for the Saleforce app? I want to fill the sidebar.

    Also, on the new features webinar, I saw that the Salesforce 2.0 app was available but I cannot find how to update from the 1.1.1 version I have.

  • Dylan Kilgour


    I have a bulk sync coming through from SF and am seeing instant creation of the org and then any amendments to the account name are reflected right away in ZD on the org but they are not reflecting in SF App on ZD. Refreshed numerous time

    Any thoughts?

  • Claire Miller
    Zendesk Customer Advocate

    Hey Derek,

    At this time there is no way to resize the app in the side bar. Regarding your second question it sounds like there may have been a mixup about a couple things.

    There were some recent updates to the app, but no major changes to the code so there's no change in version numbers. Our team is working on a version 2.0 of the app but it's still very much a work in progress and not available for download yet. 

    You can find a bit more information about the new features and functionality that were mentioned in the webinar here: Zendesk for Salesforce Updates.

  • Brett - Community Manager
    Zendesk Community Team

    Hey Nick,

    Have you had a chance to take a look at the following article: Salesforce: Mapping Salesforce fields to Zendesk fields

    The above discusses mapping over Salesforce fields to Zendesk which I believe is what you're looking for.

    You may also want to take a look at this article as well: Salesforce: Configuring user and organization syncing in Salesforce

    I hope this points you in the right direction!


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