Zendesk for Salesforce v4: Getting Started

 
 
 
 
 

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, Professsional, 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,

    I have several questions before our organization adds the ZenDesk app to our Salesforce. Do you work through support tickets or have an e-mail address?

  • 0

    Same situation as Liam..will be jumping from 3.2. How best to get ahold of those links and the notes on upgrading. thanks,

    -Carol

    ps. Liam have you done this and how did it go?

  • 0

    Hi Damon,

    The new AppExchange version can be installed on Group or Professional without API access, but will be limited in terms of functionality.  Group and Professional edition users will be able use the VisualForce pages to view, edit, and create tickets from within Salesforce as well as User/Org syncing, but will not be able to send tickets as records into Salesforce from Zendesk or view Salesforce information within Zendesk.  Professional edition with API access has access to all of the functionality in the new integration.

    We are still actively working on updating those two remaining pieces of the integration to work with Group and Professional edition with no API access.

    Hope this helps!

    Erin

  • 0

    Hi Jason,

    I'm going to log a ticket on your behalf.  We're seeing this issue crop up more and more and are working on a fix, although that fix may take awhile.  We'll be able to track this better and update you once it's available with a ticket.  

    Oh actually it looks like you've already got a ticket!  We'll be in touch shortly.

    Best,

    Erin

  • 0

    Is it possible to use the Salesforce Contact Manager Edition with this tool / Zendesk?

  • 0

    @James - I'm testing the functionality now, but suspect it will be another few weeks at the least until we're able to package up the org custom field mapping.  We've not yet started on the user custom field mappings.

    @Lyon - unfortunately we'll need to dig more into your issues than we can do in a public forum - I'll be creating a ticket on your behalf shortly.

  • 0

    Hi Ehaney, 

    Erin's the Product Manger in charge of the Salesforce integration and she does check in on this thread often to see what's happening overall - for specific questions about set up and installation though we have an awesome Support team to help you. I've opened a request for you with them - you should have something in your email in a few minutes!

  • 0

    And Alex, here's a link to the article to set up the advanced features for user and org sync.

    https://support.zendesk.com/hc/en-us/articles/203659996

  • 0

    Can I confirm, the new appexchange version shouldn't be installed in professional+api edition just yet, but a patch is imminent?

  • 0

    Hi there - what kinds of events trigger syncing between SF accounts --> ZD organizations and SF contacts --> ZD users? Just creation of an SF record? Or also editing of one? Thanks!

  • 0

    I am having similar issues to Allen.  I have found that my tickets never showed up in Salesforce when I created the Zendesk ticket with my admin user. After I created a dummy, end-user only account my tickets started showing up. This was about 2 weeks ago.  Sadly, in the past week something else wonky is going on and many tickets are not being updated in Salesforce.  Sometimes they will be created, sometimes multiple comments will come through but for the most part the ticket is either never created or never updated after initial creation.  I have a request opened here  https://support.zendesk.com/requests/382484 and also working with my account rep to solve this issue.  If I find anything I'll try to post it here.

    We are on Zendesk for Salesforce version 3.17.8 and the latest version is 3.18.1.  I was going to try updating.  Does anyone know if my settings will be preserved during update or will they get wiped out?

  • 0

    Hi James,

    Totally agree on the checkbox front. We're actually working on functionality right now that will let you sync to custom organization (and eventually user) fields in addition to tags - and that will at least address the checkbox problem.

    Best,

    Erin

  • 0

    I've gone ahead and started using the Visualforce views to see tickets related to that Account. How do I stop Zendesk from creating records?

    Do I just login into Zendesk --> Extensions --> Targets --> Salesforce Target and deactivate? (http://screencast.com/t/X3nearVZVe)

    I can currently either create a case or update custom object - http://screencast.com/t/tjA5fV3WZpz

    Thanks.

  • 0

    Hi,

    If I click on the Manage icon => Extensions => CRM => Test your Salesforce App , I insert an email address that corresponds to a contact in Salesforce the test comes back with a result! All good so far. If I now navigate to a ticket and attempt to use the Salesforce App within a ticket I'm  getting "Looks like you haven't connected your Salesforce account to your Zendesk account."! Clicking on "Connect with Salesforce.com" takes me to the Salesforce login page where I authenticate successfully and return to Zendesk. Even after logging out then in again I'm still presented with the "Connect with Salesforce.com"!  I've tried un-installing the App and re-installing again still no joy.  Do you have a fault on your end again? I'm using a Zendesk sanbox that connects to a Salesforce sanbox, this should work? Thanks John

  • 0

    Hi, Is it possible to test Zendesk / Salesforce integration with them both being trials? It did work a week or so ago but now I keep getting stuck on the '**Add object' **stage, see below. 

    https://support.zendesk.com/entries/22066576

    getting this error: "There was an error connecting to Salesforce. Please try again by reconnecting to reauthorize with your current Salesforce or contact our support team."

    I am have followed the above guide to the letter. 

    thanks, John

  • 0

    Hey Ilan!

    What's the error message you're getting, and when are you seeing it? I might be able to help. :)

  • 0

    Hi Alex,

    We have a trigger that looks for create or update actions - so editing an Account or Contact will also update the corresponding Zendesk record.

    Best,

    Erin

  • 0

    We are an integrated CPA firm with SFDC Consulting and Google Apps Reseller. Built up a knowledge domain specific library of solutions and answers under Salesforce Knowledge....we moved to Service Cloud EE salesforce, box for Salesforce [Enterprise], Hubspot CRM for sales ZenDesk Standard for some interfaces, Hootsuite Enterprise for the heavy social media lifting, anyone else out there using the combination has any experience on growing and maintaining the knowledge base.......thanks in advance. Looking for thoughts and insight.....

  • 0

    I tried Erin's suggestion:

    1. Do you have any custom fields mapped between Zendesk and Salesforce?  Try un-mapping them and see if that resolves the issue (will help narrow the cause - there is a bug right now on decimal field mappings).

    ..And now things appear to be working again!! I've been wrestling with this for days! What is the resolution going forward Erin?

    Thanks so much for your support!!!!

  • 0

    Received the following error when installing the Zendesk for Salesforce App? Working with Professional Edition. Any ideas?

    ZendeskSyncOrgsCreateManyIterable: Dependent class is invalid and needs recompilation: Zendesk.ZendeskSyncOrgs: line 175, column 31: Dependent class is invalid and needs recompilation: Zendesk.ZendeskSyncCore: line 1, column 21: No access to entity: RecordType

  • 0

    Hi Andrew,

    It looks like you have a ticket open with us, which is what I was about to recommend for this kind of issue. Someone should be in contact with you shortly.

    Best,
    Erin

  • 0

    That sounds like a great solution - so we could sync a Salesforce checkbox to a custom Org checkbox in Zendesk which in turn could be configured to add an Org tag that would control the visibility of sections in Help Center? That's the exact use case we're trying to solve in order to launch our Help Center!

    Do you have a rough timescale for this update?

    Many thanks,

    James

  • 0

    Hey Ian,

    I already have that deactivated and has been for sometime...but as you can see using a view within my Zendesk tickets within SFDC created within the last 30 days I already have 1300+ - http://screencast.com/t/5jvWoBsrcp

    Not sure why these are still getting created. Should I login into Zendesk --> Extensions --> Targets --> Salesforce Target and deactivate? (http://screencast.com/t/X3nearVZVe)

    At one point before I deleted a bunch of Tickets and Ticket comments Zendesk was eating up 30% of my data storage within SFDC...though I'm not that bad again I want to address this stop these records from being created.

    Thanks.

  • 0

    When Salesforce users are synced to Zendesk, will the user on Zendesk get the "verified" boolean value 1? Thanks!

  • 0

    Grrr. Trialling Zendesk and imported 1000 SF records to test the integration and zendesk has just emailed registration emails to all those records (and not all of them are customers!). Not good. It just made us look really spammy, like we're sending out fishing emails. Otherwise, I'm liking it so far. Matt.

  • 0

    Hi Erin -- thanks for the response. Is this the case for tickets as well?

  • 0

    @Matthew - no, your settings will not be wiped when updating the package!  (as long as you don't uninstall first)

  • 0

    Im in the early stages of implementing the integration app.  Currently have the apps installed in both my Zendesk sandbox and Salesforce Sandbox.

    One quick question (for now):

    How do I bulk delete the Integration logs which are created in Salesforce.  I had debug logging turned on which has created over 100,000 log events in my salesforce sandbox, utilizing all the storage capacity available.

    Im not quite sure how to mass delete the log entries.

  • 0

    Hi Vinny,

    It looks like you have might an additional trigger still active that is sending over tickets. You'll want to disable the "Send Data over to SF" trigger to stop sending records over to Salesforce.

  • 0

    Hi Erin & Zendesk team,

    Was wondering how V4 of the plugin was progressing?  Would be great to see integration with the new custom Organization & User fields.  Is there a beta test group?

    thanks

    John

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