Important: We have commenced the end-of-life of the legacy Salesforce Integration managed package. We will be doing a gradual removal across 5 business days, between October 15th - 21st, 2020 [EST timezone]. From then onwards, the legacy Salesforce integration will no longer be accessible or functional. You can get started with the new Salesforce integration built on Zendesk which is generally available here.
For many Salesforce organizations, Zendesk for Salesforce helps close the loop between your sales and support teams by enhancing visibility into customer information and support activity between Salesforce and Zendesk.
This article covers the following topics:
For links to all of our Salesforce documentation, see Salesforce integration resources.
Functionality overview
The Zendesk for Salesforce integration enables you to choose which features you need and customize them to work for your Salesforce setup.
Basic features
These features are widely used by Zendesk customers and work for most Salesforce organizations.
- View Salesforce data in Zendesk enables agents to view Salesforce information alongside a Zendesk ticket in Zendesk.
- View Zendesk tickets in Salesforce gives Sales reps the ability to view Zendesk tickets from a Contact or Account record in Salesforce.
- Create and edit Zendesk tickets in Salesforce gives Sales reps the ability to create and edit Zendesk tickets in Salesforce.
- Send Zendesk tickets into Salesforce enables your organization to create custom Salesforce workflows and reports across Zendesk and Salesforce data.
Advanced features
These features are advanced and more involved to set up. It's highly recommended that you engage Zendesk to determine whether these features will work in your customized Salesforce organization.
- Salesforce Account to Zendesk organization sync automatically keeps Zendesk organizations up-to-date with Salesforce Accounts through a one-way sync.
- Salesforce Contact/Lead to Zendesk user sync automatically keeps Zendesk users up-to-date with Salesforce Contacts and Leads through a one-way sync.
Integration requirements
Be sure that you meet all the requirements in Zendesk and Salesforce before you install Zendesk for Salesforce.
Zendesk requirements
- The Salesforce integration is available for Team, Professional, and Enterprise.
- If you are using Zendesk’s host-mapping feature, you must also set up hosted SSL.
Salesforce requirements
- Your Salesforce organization must be on the Enterprise, Unlimited, or Developer edition (or have Salesforce API rights) to use the Zendesk for Salesforce integration.
The package requires API rights which is available to customers on Salesforce Unlimited and Enterprise editions. Customers on other Salesforce editions that acquired API rights separately, contact Zendesk customer support for the integration to be enabled.
Setting up Zendesk for Salesforce
If you are ready to get started, you need to first install the app, then you can choose and configure the features you want to use.
To set up the integration
39 Comments
Hi Erin,
Is there any way to know when the Salesforce app has completed loading. Some kind of event registering that I can look out for?
I'm parsing some of the more complex data in the app and I cannot do it until the Salesforce app has loaded.
Hey Matthew,
I've checked with our apps team, and unfortunately there's no way to do what you're asking. My apologies!
Best,
Erin
Hi there,
About viewing Salesforce data from Zendesk, I would like to make a more complex query/mapping/filtering operation than the UI allows me. So, is there any way I could write a SOQL query to obtain results I want to display?
To illustrate what I'm talking about, I want to obtain QuoteLineItems fields while applying filters on both Quote and Opportunity (QuoteLineItem parent objects) and a mapping between Salesforce Account and Zendesk organization. Is this possible with the plugin, or should I look for/develop another app for that kind of operation?
Regards.
Hey Mauricio!
Within the base app this isn't something you would be able to do. We give you some level of granularity with lookups, such as the ability to show related objects information via a single API search request.
What you're looking to do would be a more complex workflow than we provide natively and would better be accomplished via what you suggested, a custom app.
Cheers,
Nick
Hi Nick, thank you for the explanation.
Just one more question, is the native plugin open-source?
If not, as I have never developed a Zendesk app before, I will take a look in all your documentation about it (I see that there are a lot of useful material, very nice!). But if someone has some open project of an app that talks to Salesforce, it would be great for me to have this kickstart.
Cheers.
I know there is THIS article requesting it, but is there any movement on allowing syncing of attachments?
Hi Ben-
Unfortunately the syncing of attachments from Zendesk to Salesforce is not possible due to a restriction of the Salesforce API. Without them making modifications to this, we cannot provide this feature at this time.
There may be workaround options (although not ideal) by using the attachment link from Zendesk. This would require uploading the attachment to a comment, submitting to save the comment with attachment, and then right clicking to get the attachment link address url and adding the url to a ticket comment once the attachment url is created. The attachment then can be accessed from this link.
Salesforce has sent out some emails with regard to: "ACTION REQUIRED: TLS 1.1 or Later Required".
Anyone know how or if the integration is affected and if anything will need to be done?
Thanks!
Hi Liz,
Our Salesforce integration supports TLS 1.1 and newer, so that shouldn't be a problem.
Hi,
In the Settings ⚙ > Extensions > CRM > (select Salesforce) step #3 has a checkbox to "Enable Salesforce data to appear on the user profile page."
Thanks :)
Hi Ben,Mauricio and Matthew,
There is an application on Zendesk marketplace called Opshub which supports seamless out of the box integration between Salesforce and Zendesk.
You can visit this link : https://www.zendesk.com/apps/opshub-integration-manager-oim/.
We support many more functionalities like:
- Syncing of data from Salesforce to Zendesk and vice versa(bidirectional) smoothly.
- You can map those fields that you wish to sync to Salesforce or Zendesk.
- Sync of comments, attachments and linkages is also possible.
- No additional API configuration.
- Complex data parsing is done smoothly.
You can reach out to us for your custom demo here: http://www.opshub.com/demo-request/
Thanks,
OpsHub
We are looking to possibly integrate our Zendesk with a client's Salesforce system. If we use the app designed for each, does this limit us to do this with only one client? Or, can we set up this type of integration with additional client's Salesforce systems without compromising client or internal company information?
Thanks
Hi Andy!
I'm not sure whether this is something you can do...I'm going to check with some of my colleagues to find out if it's possible!
In the meantime, can you share more details about your use case?
Hey Andy!
Officially it's one Zendesk per each Salesforce, but we do have an unsupported solution here if you wanted to get around that:
https://support.zendesk.com/hc/en-us/community/posts/208691538-How-to-Create-Multi-Instance-Salesforce-and-Zendesk-Integrations-
Hope that helps!
Thanks for the additional information, very helpful in understanding the capabilities that are available. -Andy
Everytime I click on the link to get to the app itself, it says "The AppExchange package has been deprecated and can no longer be installed. Please try installing a newer version, or contact the package owner directly to resolve." Does anyone have a link to a newer version? I searched the appexchange as well to no avail (presumably because it's a private listing). Thanks!
Hey Ann!
Sorry about that - we are working with our Docs team to get this updated. The more recent link to the package is always available in our Zendesk for Salesforce Updates article.
I would recommend following this article to get notified when new versions of the package are available as well!
As of today, the current package version is 5.4.7
Hi
on salesforce app exchange this isn't listed as "lightning ready" anyone know if it works fine with
lightning experience ?
Troy
Hey Troy -
Yes, we've been Lightning compatible since Aug. 2016 (v. 4.8). You can find more info on that in this article:
Zendesk for Salesforce Updates
Hello,
Displaying ticket data is lightning-compatible with the latest version (v5.7), but when trying to create a new ticket in Zendesk from Salesforce, the app seems to switch in Visualforce mode. Are we doing something wrong or the New Zendesk Ticket form is not compatible with Lightning yet ?
Thanks!
Nikola
Hey Nikola,
There are still parts of the Zendesk for Salesforce package that are being updated to be lightning compatible.
The standard features of the package should all work correctly with lightning but more of the advance features like creating tickets still utilize our visualforce pages.
I see you've opened a separate ticket with us. I'll reach on in that shortly.
Thanks! :)
Where is the rest of the user guide? The link that lead here said User Guide, but this is just the Getting Started. I would like to learn more details.
Hey Bill!
At the bottom of the article it has links to the articles that go over the next steps to getting things all setup.
I'd recommend checking out the following in order:
Start Here
Installing
Syncing
Tickets
Staying Up to date
Hi Benjamin, is the Zendesk for Salesforce package compatible with Salesforce Lightning Community (Partner)?
Unfortunately the Zendesk for Salesforce package does not currently work with the SFDC Lightning Community portal.
I do have a ticket open with our devs about this so it is on their radar but there's no ETA on if or when Salesforce Lightning Community compatibility will be added to the package.
Hi Arif,
You're correct in #1, in the Settings ⚙ > Extensions > CRM > (select Salesforce) step #3 the checkbox label should read "Enable Salesforce data to appear on the ticket page." We've developed a fix for this and it should be released in the next project.
Hello,
The CC field does not seem to be synchronized with Salesforce. As it's a standard ticket field there is no way of mapping it in the connector configuration. Is there any way to get this information in Salesforce ?
Thanks!
Hi Nikola,
Unfortunately, there is not a way to sync the Zendesk CC field with Salesforce. Sorry about that!
Hi,
I am interested in this integration mainly because a lot of the data on clients and their workflows lives in Salesforce. What are the steps to begin this integration? Also, how often does the data sync?
Hello @Ivana Scott!
The first thing you'd need to ensure is that you're an Admin within Zendesk as well as having full administrative rights within Salesforce. If this has already been set up, then the following article will be the best guide to get you started with installing and setting up the integration:
In regards to data sync, there are two methods which involve an automatic 'on-going' sync and a manual Bulk Sync feature. More info on these can be found here:
Regards,
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