Zendesk for Salesforce v5: Getting Started Follow

 
 
 
 
 

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.

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 recommend 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

  • You must be on the Zendesk Team, Professional, or Enterprise plan to use the Zendesk for Salesforce integration.
  • 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 Group, Professional, Enterprise, Unlimited, or Developer edition to use the Zendesk for Salesforce integration.

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.

 

Have more questions? Submit a request

Comments

  • 0

    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.

  • 0

    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

  • 0

    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.

  • 0

    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

     

  • 0

    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.

     

  • 0

    I know there is THIS article requesting it, but is there any movement on allowing syncing of attachments?

  • 0

    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. 

  • 0

    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!

  • 0

    Hi Liz,

     

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

     

     

  • 0

    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 :)

  • 0

    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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