Zendesk for Salesforce v5: Getting Started

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32 Comments

  • Matthew Mah

    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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  • Erin Boyle

    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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  • Mauricio Oliveira

    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.

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  • Nick

    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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  • Mauricio Oliveira

    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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  • Ben Speich

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

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  • Rebecca

    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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  • Liz Rosen

    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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  • Yuri Mylis

    Hi Liz,

     

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

     

     

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  • Arif Rinaldi

    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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  • OpsHub Dev Team

    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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  • Andy Jobst

    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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  • Jessie - Community Manager

    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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  • Keith @ Zendesk

    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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  • Andy Jobst

    Thanks for the additional information, very helpful in understanding the capabilities that are available.  -Andy

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  • Ann Willem

    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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  • Rebecca

    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

    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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  • Nicole - Community Manager

    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

    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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  • Benjamin Towne

    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! :)

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  • Bill Bailey

    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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  • Simona Perego

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

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  • Benjamin Towne

    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.

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  • Garrick Rohm

    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.

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  • Nikola Okiljevic

    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!

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  • Hilary Hungerford

    Hi Nikola,

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

     

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  • Ivana Scott

    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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  • Wilfred Kaw

    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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