Important: The legacy Salesforce Integration managed package has been deprecated. 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
41 Comments
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.
Hi Liz,
Our Salesforce integration supports TLS 1.1 and newer, so that shouldn't be a problem.
Thanks for the additional information, very helpful in understanding the capabilities that are available. -Andy
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 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
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! :)
I know there is THIS article requesting it, but is there any movement on allowing syncing of attachments?
Hi Schuyler, yes its is possible for us to disable the contact/ lead feature. I've created a ticket to action this for you and will follow up with you there.
Thanks
Anika
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.
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.
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.
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