Legacy Salesforce: Getting started with Zendesk for Salesforce Integration

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39 Comments

  • kuruva veranjaneyulu
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    HI ,

     

    Can we show Salesforce Cases information of respective Account  in Zendesk? Please provide you inputs because we are trying to show cases on zendesk but no Where documented how to sync salesforce cases in zendesk.

     

     

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  • Schuyler Weinberg
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    Is it possible to disable the lead/contact creation part of the Zendesk sidebar app? Our workflow doesn't necessitate this and I'd prefer for my agents to not even see this option.

     

    Thanks!

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  • Jessie Schutz
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    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? 

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  • Benjamin Towne
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    Hey Donna, Unfortunately this is not possible via our standard integration and the on-sync feature.

    Where yes Zendesk is able to create new Accounts, Contacts and/or Leads if no match is found upon creation of a custom ticket object being pushed into Salesforce.

    Once that Account, Contact and/or Lead is created Zendesk can no longer make changes to it.

    Setting up sending Zendesk tickets into Salesforce

    Depending on your Salesforce Edition you might be able to utilize the Bulk Sync feature that does allow you to manually perform a bulk sync going Zendesk into Salesforce.

    Performing a bulk sync is all done on the Salesforce side of things and requires a Salesforce User to manually run it and cannot to be automated.

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  • Liam van den End
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    Hi Ed,

     

    Yes, sorry I was talking about the Salesforce AppExchange.

     

    I shall try the steps and the link you have sent.

    Thanks :)

     

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  • Rebecca
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    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

     

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  • Troy Taillefer
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    Hi

    on salesforce app exchange this isn't listed as "lightning ready" anyone know if it works fine with

    lightning experience ?

    Troy

     

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  • Simona Perego
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    Hi Benjamin, is the Zendesk for Salesforce package compatible with Salesforce Lightning Community (Partner)?

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  • Nicholas Erickson
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    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

     

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  • Ed Soria
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    @Liam van den End I think you are asking about the Zendesk app in the SFDC store. FYI 

     

    https://support.zendesk.com/hc/en-us/articles/203660036-Salesforce-Installing-the-Zendesk-for-Salesforce-app-in-Salesforce#topic_5bz_jsp_l3

     

    Installing Zendesk for Salesforce

    The Zendesk for Salesforce app is a private listing ,so you can't search or browse for it. To access the latest version of the app, see the Zendesk for Salesforce Updates page.

    Note: To use the Zendesk for Salesforce app, your Salesforce Organisation must be on Enterprise, Unlimited, or Developer edition (or have Salesforce API rights). If you are on another Salesforce edition and acquired API rights separately, contact Zendesk Support at support@zendesk.com to enable the integration.
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  • Ivana Scott
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    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?

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  • Liz Rosen
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    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!

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  • Nicole - Community Manager
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    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

     

     

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  • Nikola Okiljevic
    Comment actions Permalink

    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

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  • Mauricio Oliveira
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    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.

     

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  • Hilary Hungerford
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    Hi Nikola,

    Unfortunately, there is not a way to sync the Zendesk CC field with Salesforce. Sorry about that!

     

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  • OpsHub Dev Team
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    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 

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  • Brett - Community Manager
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    Hi Liam,

    Definitely odd that you're unable to see the app in our marketplace. I've attached a link to the Salesforce integration in this comment.

    Let me know if you run into any issues accessing the link I provided.

    Cheers!

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  • Donna Askew
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    Hi,

    We would like to record our client information that we gather through tickets and update our SalesForce CRM system with that data.  The advanced features mention:

    • Salesforce Contact/Lead to Zendesk user sync automatically keeps Zendesk users up-to-date with Salesforce Contacts and Leads through a one-way sync.

    Is there anyway we can do the opposite and send contact details to SalesForce?

     

    Thanks,

    Donna

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  • Keith Hayward
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    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!

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  • Ann Willem
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    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!

     

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  • Erin Boyle
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    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

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  • Liam van den End
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    Hi there,

    Is there still a active app for this?

    I have just checked the app exchange and can't see one in there for Salesforce.

    None of the links work within the thread above.

    Thanks!

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  • Wilfred Kaw
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    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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  • Matthew Mah
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    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.

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  • Andy Jobst
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    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

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  • Nikola Okiljevic
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    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!

    0
  • Arif Rinaldi
    Comment actions Permalink

    Hi,

    In the Settings ⚙  > Extensions > CRM > (select Salesforce) step #3 has a checkbox to "Enable Salesforce data to appear on the user profile page."

    1. It's actually a checkbox to enable Salesforce data to appear on the ticket page. Should it not read as "Enable Salesforce data to appear on the ticket page."?
    2. Will a new functionality be added to show Salesforce data on the end-user profile page?

    Thanks :)

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  • Rebecca
    Comment actions Permalink

    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. 

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  • Yuri Mylis
    Comment actions Permalink

    Hi Liz,

     

    Our Salesforce integration supports TLS 1.1 and newer, so that shouldn't be a problem.

     

     

    0

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