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 can 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 Regular, Plus, or Enterprise plan to use the Zendesk for Salesforce integration.
  • You must have SSL enabled to integrate with Salesforce. This is required for our package to stay compliant with the Salesforce app security policies.
  • 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

  • Avatar
    Bradlee

    Are there any "gotchas" when uninstalling the old Zendesk package from Salesforce or the Salesforce app from Zendesk? This is a great update and I look forward to getting it up and running! I just want to make sure I update everything correctly. 

  • Avatar
    Erin Boyle

    Hi Bradlee,

    You shouldn't need to uninstall the old package - you should be able to just install the new one on top of it, and it will update. That will save you the trouble of removing VisualForce pages on Account/Contact/Lead/Opportunity if you're already using them.

    Glad you're excited to try out the new features!

    Best,
    Erin

  • Avatar
    Daniel

    this doesnt work, I have gotten to the bit on zendesk where I have to connect to salesforce and when I type in my saleforce information and click allow it takes me back to zendesk with the connect option, no app?

  • Avatar
    Erin Boyle

    Hi Daniel,

    I'm not sure why this is happening for you - I've gone ahead and created a ticket on your behalf so we can look into this.

    Best,

    Erin 

  • Avatar
    Miles Baltrusaitis

    Maybe I've got a slouch for a Salesforce rep but when I asked them about getting and paying "API access" with our professional edition, they said it was free and that I didn't need it for the Zendesk integration.  

    I would very much like this to work, is there a video somewhere by either Zendesk or Salesforce that demonstrates how to get this working with Professional edition? 

  • Avatar
    Erin Boyle

    Hi Miles,

    API access is not free for Professional edition.  That being said, however, we finally have root cause on why the current integration is not working with Group and Professional edition and are working to correct that issue on our side.  It does take some engineering effort, but we're hoping to have this resolved by early January.

    However, are you having trouble installing the package from AppExchange?  That part should actually work for Professional edition - it's the functionality within Zendesk that's currently waiting for the fix.  If you're having a problem with the install, please let me know and I'll open a ticket on your behalf.

    Best,

    Erin 

  • Avatar
    Damon McKay

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

  • Avatar
    Erin Boyle

    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

  • Avatar
    John

    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

  • Avatar
    Matt O'Toole

    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.

  • Avatar
    Erin Boyle

    Hi Matt,

    I'm so sorry you ran into this issue.  We've been constantly revising this piece of documentation to try and be more clear - we just made some formatting updates to help call out this step further.  I'd welcome your thoughts on it!  We are also investigating adding some messaging around this step into the Salesforce app, but that will take a bit longer.

    Thanks for the feedback!

    Best,

    Erin 

  • Avatar
    Erin Boyle

    Hi Admin,

    It sounds like you're running into edition support problems - right now the app in Zendesk does not work for Group and Professional editions of Salesforce.  However, I should have an update about that for you in the next day or two - we'll be opening up a very small, informal beta to test some changes to the app that will allow Group and Professional access.  Let me know if you're interested!

    Best,

    Erin 

  • Avatar
    Matt O'Toole

    Thanks, Erin. The SF app doesn't seem to work in Pro, but it did pull an odd ticket through. Bizarre. I can see you've added red text and a Caution! message to that page. That's going to help.

    The thing we don't understand is you're thinking behind this anyway - why would anyone want to send out welcome emails to their entire Salesforce database at any time? Even if your SF d/b only contains contact records which relate to customers, your system appears to email every type of record. Our SF s/b contains customer, target, prospect, lapsed and other record types. ZD has emailed the lot. Right not, we're in a major damage control exercise which is something I didn't anticipate having to deal with when we setup the trial. Surely, that option should be unticked by default?

  • Avatar
    Matt O'Toole

    The other thing you need to consider is that your emailing completely ignores the Email Opt Out setup in SF records. In other words, if someone opts out of our newsletters, we make a note of that in their contact record and our marketing automation solution takes that into account. When you import SF records, ZD completely ignores this and spams them these emails. Not good.

  • Avatar
    Damon McKay

    Hi Erin, we have professional edition but with API enabled and the app isn't working for us, so we'd be happy to take a look at the beta and our experience as a software company might help provide strong feedback.

  • Avatar
    Matt O'Toole

    Same here. Despite the issues, I'm really liking what you've done. It's extremely intuitive.

  • Avatar
    Lyon Lim

    @Damon, we're also on Professional Edition with API enabled. I've been following through with a couple of tickets on some issues getting tickets to show on Salesforce, and user contact syncing (both ways). What were the areas that didn't work for you?

    @Erin, we would also appreciate access to this beta. Still trying to get things working between Salesforce+Zendesk on Pro ed with API.

  • Avatar
    Matt Gentry

    I would like to see the 'Zendesk for SalesForce' 'Related List' available for Leads, not just for Contacts.  In our organization, leads are prospects that can open a support ticket.

  • Avatar
    Erin Boyle

    @Matt O'Toole,

    First, once again I sincerely apologize for the issues caused by the welcome email. I absolutely understand your frustration, and am looking into how else we can address this issue.

    I did want to dig into a couple items you asked about, to help clarify.  The "Welcome email" is a Zendesk setting, regardless of the Salesforce integration.  Yes, it is defaulted to being turned on, and generally this makes sense for a typical workflow.  An agent receives a call from a customer, and when they enter them as a new user in Zendesk, we also send out a verification email.  However, that doesn't work for everyone, so we provide a way to turn that off.

    When we introduce the Salesforce integration into the mix, it complicates things a bit.  Zendesk doesn't actually know that the new users are coming from Salesforce, it just sees a new user has been added and, depending on your settings, sends out a welcome email accordingly.  Zendesk doesn't know about Salesforce contact record types, and it doesn't know about email opt-out, it is only seeing new users added into the system.  (We're not emailing from your Salesforce database, we're actually emailing from your Zendesk database.)

    So, there are a couple of ways we might try to solve this issue, in addition to more clear documentation and a possible in-app warning.  The first is to allow you to better filter which Contacts/Leads get synced over to Zendesk in the first place.  This is on the roadmap, but it won't fully solve the welcome email issue.  The second option is to automatically turn off that welcome email as soon as you begin the bulk sync in Salesforce.  At the moment, this is not technically possible, but may be with a few other changes down the road.  I am actively exploring this option, but it is longer-term fix.

    At any rate, I do take this issue seriously, and will continue to work on making this a more straight-forward process.  I appreciate your feedback!

    Best,

    Erin 

  • Avatar
    Erin Boyle

    @Damon, @Lyon, @John - I've added you all to my list.  (Lyon, I see you had a ticket open on this one as well.)  Our deploy got pushed back a couple days, but you will hear from me early next week.

    @Matt Gentry - I'm also looking into how to do this.  In the short term, you could create a custom field on the Zendesk Ticket object to link to the Lead - this documentation may help:  https://support.zendesk.com/entries/22342448-custom-links-in-salesforce-zendesk-ticket

  • Avatar
    Erin Boyle

    Hi all,

    Quick update - we now have an update that will enable the full integration capabilities for Salesforce Group and Professional editions.  We are currently testing this update, and I've already invited those of you who have made comments in this forum to participate (check your email!).

    If I have not already contact you and you are interested in participating in this mini-beta, please let me know (either by leaving a note here or logging a ticket with support@zendesk.com) and we'll get you set up.

    Once we've verified that the update is working as expected for Group and Professional edition users, we will release the update to everyone.  Note, there should be no effect for current integration users.

    Best,

    Erin

  • Avatar
    Ed Williams

    So glad I found this thread... so just to make sure -- if I have "Ask users to register" and "Also send a verification email when a new user is created by an agent or administrator." unchecked, it won't send out emails to all our clients? (right?)

  • Avatar
    Erin Boyle

    Hi Ed,

    Yes, the setting in question is the "Also send a verification email when a new user is created by an agent or administrator." setting.  Leave that one unchecked (and save the tab), and you should be fine!

    Screenshot_2_27_13_5_44_PM.png

    Best,

    Erin 

  • Avatar
    Saulo Amui

    Hi Erin,

    Hi Erin,

    Please include my name to the beta list. I'm very interested.

    (Group Edition - Salesforce)

    Thanks,

    Saulo

  • Avatar
    Erin Boyle

    Hi all,

    We've just rolled out the updates to our integration to work with Salesforce Group & Professional edition. To verify that you can use the functionality:

    1. Refresh Zendesk
    2. Navigate to Settings > Extensions > CRM
    3. Click Connect to Salesforce
    4. If you are redirected to Salesforce, login with your credentials, then click Allow
    5. You should be automatically redirected back into the Zendesk CRM page
    6. Try adding a new object

    If in step 4, you were not redirected to Salesforce (otherwise, ignore this):

    1. Open up a new browser tab or window
    2. Navigate to Salesforce, and log in
    3. Log back out of Salesforce (just trust me here)
    4. Try step 3 from above again

    Best,

    Erin 

  • Avatar
    Anthony Carter

    Any documentation on how to upgrade an existing Zendesk for Salesforce?

  • Avatar
    Doron

    Hi!

    I have the Zendesk/Salesforce integration working well, including two-way sync. I'd like to set the Lead Source field to the "tech support" pulldown menu choice in the Sales Force Contact (when a new ticket is created in ZenDesk and then sync'ed to SalesForce). Anyone knows how to do that?

  • Avatar
    Andy Djiwandono

    Hi Erin,

    I am able to see salesforce info on my zendesk ticket when accessing using the old Zendesk UI. But cant find it when using the new UI.

    Any clues on how to make it visible?

  • Avatar
    Erin Boyle

    Hi Andy,

    For New Zendesk, you will also need to install the app.  To do that, follow these steps:

    1. Click the Manage icon ( ) in the sidebar.
    2. click Browse in the Apps section on the left.
    3. In the Available Apps page, position your mouse over the Salesforce app, then click Install.
    4. Enter a Title for the app ("Salesforce" is fine), then click Install.
    5. Open up a ticket in the new Zendesk interface
    6. Open the Apps panel (on the right)
    7. Click the Reload Apps button ( reload_apps.png ) within the Apps panel to refresh

    That's it!  You should be able to see all of the data you've already configured in Classic.

    Best,

    Erin 

  • Avatar
    Brandon K.

    @Doron: Do you think you could submit a ticket to our support team? I asked one of our technical support agent and he said that he'd need more information from you before I could offer a solution. We can discuss your account information in a private ticket and hopefully get to the bottom of your issue!

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