Legacy Salesforce: Installing the Zendesk for Salesforce integration in Salesforce

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47 Comments

  • Becca
    Zendesk team member

    Hi Lukas, 

    Zendesk for Salesforce is now using oAuth. It’s a way to delegate user authentication to the service that hosts the user account (Zendesk), and authorizing third-party applications (Salesforce) to access the user account. This way the user never provides or stores their credentials in Salesforce. Only an encrypted access token is stored. The user admin can revoke this token from the Zendesk side. We have had a few customers seeing some issues when updating to the new oAuth and as a result I am going to open up a ticket on your behalf and follow up from there. 

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  • Eddie

    I can see all the tabs, the authentication was successful and I checked the extension in Zendesk but none of my tickets are showing up.

    Any suggestions on what I can try?

    -Eddie

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  • Kristoffer Rosseth Nebb

    Hi,

    I'm trying to relink a site towards Zendesk, but unfortunately this fails. When clicking "Link domain" I get this message: "Remote Site Settings successfully configured. Please click on "Link Domain" again."

    What am I doing wrong (Yes, I've tried to uninstall the package as well)?

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  • Mark Vermaat

    Thank you Rebecca! That has corrected my issue.  You are a virtual life saver!

     

     

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  • Benjamin Towne

    Hey Kristoffer!

    I see you've submitted a separate ticket with us that I have picked up and sent a reply to.

    Talk to you in that ticket. :)

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  • Eddie

    Actually now I am in front of my computer.

    They are both in the same tab.

    I cannot see any of the existing or recent tickets...

    ...but, if I click on "New" in the same window, I get all my ticket fields and custom fields below.

    I haven't actually tried to create a ticket, but since the actual fields are coming in, I figure there is at least some connection between Zendesk and Salesforce.

    I am just wondering what I may be doing as to why the actual tickets are not showing up?

     

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  • Nick

    Hey Brock!

    Thanks for letting us know, that's definitely a deprecated version. I'll see about getting that link updated right away to the correct version.

    In the meantime, you can grab the latest version of the Zendesk for Salesforce integration on this announcement page: https://support.zendesk.com/hc/en-us/articles/203657936-Zendesk-for-Salesforce-Updates.

    I'd also recommend following the page so you know when updates are made.

    Thanks again!

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  • David L

    Hi,

    Can someone confirm

    Note: If you are using host mapping, enter your zendesk.com URL instead of your host mapped URL (for example, https://mycompany.zendesk.com).
     
    This means we don't have to use https://support.mycompany.com anymore with the most recent update of the integration?
     
    I'm trying to troubleshoot Zendesk trigger tickets not sending properly with the linked domain in place.
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  • Lawrence Sanders

    Hello,

    Firstly, I apologize if this has already been answered.

    I have recently taken over as sysadmin, and am attempting to configure the integration. However, I have found that in order for me to do so, I must make a decision to delete Apex Visualforce code. This must happen in order for the latest version of the SFDC integration to install. 

    Regarding the earlier integration, it had been installed and configured and then abandoned. I do not believe that there is anything remaining that would be broken if deleted. However, I would appreciate it if someone with more expert knowledge could confirm.

     

    Thanks,

    Lawrence

     

     

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  • Vu Trang

    I think I have my app configured directly.  I'm seeing the tickets I expect to see in Salesforce but I'm not getting any data back from the Zendesk API names when I try create a report...

     

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  • Nicole S.
    Zendesk Community Team

    Hey Merethe - 

    I'm glad to hear that you got that figured out. Any lingering questions we can help with?

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  • Anika Rani
    Zendesk Product Manager

    Hi Lionel,

    This is now the legacy edition of our Salesforce Integration and is no longer available. As explained in the note at the top of the page, we will be replacing the current integration with our new one which is in an early access program. I would encourage you to sign up for the EAP to test on sandbox: https://support.zendesk.com/hc/en-us/community/topics/360001274594-Zendesk-Integration-EAP-Salesforce-Integration-built-by-Zendesk 

    More info about the removal of the legacy integration: https://support.zendesk.com/hc/en-us/articles/360025775274

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  • Becca
    Zendesk team member

    Hi Mark - 

    To change the user who integrates Zendesk and Salesforce you will want to "Unlink" under Global Settings within Salesforce: 



    And then relink with the new Zendesk Admin. After doing this, within Zendesk go to Settings > Extensions > CRM and "Reconnect to Salesforce" while logged in as the new authenticating Zendesk admin. If you run into any issues, feel free to submit a ticket to support@zendesk.com. Thanks!

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  • avs

    Hi, 

    I am having the same issue as Kristoffer and Paul had. When I click "Link Domain" button I just get the message "Remote Site Settings successfully configured. Please click on "Link Domain" again." and nothing happens. Can you please help?

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  • Merethe Needham

    I managed to find the link to install zendesk on the sandbox here - https://support.zendesk.com/hc/en-us/articles/203657936-Zendesk-for-Salesforce-Updates

     

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  • Anika Rani
    Zendesk Product Manager

    Hi Kristen

    I appreciate your concerns around the upcoming changes to the integration. I've addressed them below generally and will follow up with you directly on a ticket. 

    1. We will continue to support the existing/ legacy integration until it is removed. We will work with you to resolve current issues and the upgrade request directly on the ticket. 

    2. The new integration will be launched into General Availability (out of beta), in mid November, before the existing one is removed in January. We've also designed the new integration to be used alongside the legacy one for an easier transition. 

    3. We are sending out regular communication about the removal. You can expect to hear from us again at the end of September, with more detailed information on making the transition and migration steps. I'll share the details of the comms that have been sent on our ticket and make sure you receive these going forward. 

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  • Yuri Mylis
    Zendesk Product Manager

    Hi Ben,

     

    This is a known limitation of the integration. We will be looking to address it in the near future.

     

     

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  • Paul Lee

    I have the same problem as Kristoffer.  I tried first w/o configuring remote settings, but after receiving this error, configured remote site settings separately, per the instructions in this article.  However, I still get the same notification and the domain does not link.

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  • Benjamin Towne

    Hey Preet! -

    Make sure you have a remote site titled Salesforce API with the URL of https://zendesk.cs90.visual.force.com added under your Remote Site Settings in Salesforce.

    Hope this helps!

    Feel free to reach out to us by creating a ticket for additional assistance with this. :)

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  • Juhi

    Hi,

    Can anyone please let me know if I can upgrade zendesk for salesforce package from 5.7 to 5.8 or not?

    As we need to use the functionality of creating contacts/leads directly from zendesk using Apps in salesforce connected org. And this functionality only works for 5.8 or onward packages. 

    Please reply as soon as possible as its very urgent. 

    Thanks.

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  • Benjamin Towne

    Hey Vu! - I have a feeling you're viewing tickets in Salesforce via the Visualforce Page module.

    You need to actually push Zendesk tickets into Salesforce creating a custom object allowing you to report on them from within Salesforce.

    I'd recommend checking out this article that goes over getting that all setup

    Salesforce: Setting up sending Zendesk tickets into Salesforce

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  • Harpreet Kaur

    Thank you so much Benjamin..it worked:)

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  • Kristen Sensenig

    We're on a very old version of the SF <> ZD integration, and I had planned to upgrade to 5.8.2 this month. (We're not interested in being in your beta test of the new integration.) I'm I really reading this right today that we can't upgrade the old integration AT ALL? We have to stay on the broken old version for a few months now until you've released the new integration for real?

    We weren't given any heads up on that part of this. I've been planning to update to 5.8.2, and I had no idea you'd yank that before the new integration was ready. This is a really rotten customer experience, guys.

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  • Eddie

    Maybe I am trying to view this in the wrong field and have the wrong expectations?

    Can you show me what the ticket field should actually look like in Salesforce when it IS working?
     
    Also I tried reinstalling but now I cannot recover the email trigger on CLOSING a ticket.
     
    Can you tell me what I can do to perform a clean install or help me fix all the triggers and extensions that I may have manually deleted?
     
    Also will Salesforce pull ticket history as well or ONLY tickets going forward?
     
    Here are some screenshots so you can see what I am viewing in Salesforce.
     
    Salesforce is definitely connected and pulling data in some way such as custom ticket fields etc but for some reason I cannot see the actual tickets from my Zendesk in Salesforce.
     
    I think I fixed the first error as maybe it had something to do with the fact that I had added my other brand as a separate account?
     
    I have boson360.zendesk.com and edfdev.zendesk.com as brands and originally they were both connected however edfdev.zendesk.com is the main account.
     
    I removed edfdev.zendesk.com and re-authenticated.
     
    Also I connected everything from both ends Zendesk and Salesforce and now I am still getting the error. (second and third screenshot)
     
    Is there anything else that may be wrong?
     
    It is strange because I can pull in all the ticket fields and even see Salesforce matched name contact info in Zendesk but I cannot see any of the tickets in Salesforce.
     
    Please help!
     
    thanks,
    -Eddie
     




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  • Wilfred Kaw
    Zendesk Customer Advocate

    Hi Anwar,

    Connecting your live Zendesk production instance with your Salesforce sandbox has the potential to affect your live user data in Zendesk. I would highly recommend connecting a Zendesk Sandbox instance to your Salesforce sandbox prolong as you're on an Enterprise plan as the Sandbox instance is available on this plan only. For your reference: https://support.zendesk.com/hc/en-us/articles/203661826-Testing-changes-in-your-sandbox-Enterprise-

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  • Jessie Schutz
    Zendesk team member

    Hi Mark! I'll see if I can find someone to answer this for you!

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  • Eddie

    I am actually talking about the "Zendesk Tickets" tab that appears when you select Zendesk For Salesforce in the drop down menu on the right hand side.

    Should the tickets be showing in this location or someplace else?

    I can verify that some connection is active because when I select the import or view ticket fields from the other tab, the custom fields are pulled in correctly from my Zendesk. Even if I select create new ticket in the tab location specified for that function, all of my custom fields show in Salesforce.

    I am just unable to see any of the tickets in the other "tickets" tab.

    Is there something else I may be doing incorrectly?

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  • Lionel Kamdem

    Hi

    I am unable to download/see the latest version of the Zendesk App for the SANDBOX. 

    https://support.zendesk.com/hc/en-us/articles/203657936

    I have gone to the above link, and I do not see the latest Sandbox version of the app.

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  • Eddie

    Sorry, meaning I can see all of the tabs in Salesforce.

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  • Harpreet Kaur

    I am at step "to authenticate to zendesk" and it gives me below error 


    IO Exception: Unauthorized endpoint, please check Setup->Security->Remote site settings. endpoint = https://zendesk.cs90.visual.force.com/services/Soap/m/37.0 

     

    Any advice will be helpful!

    Thanks,

    Preet

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