Salesforce: Installing the Zendesk for Salesforce app in Salesforce Follow

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18 comments

  • Avatar
    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

  • Avatar
    Eddie

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

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    Eddie

    I am getting Callout Error 

    Duplicate field: Zendesk.ZendeskStructure.zBrand.url. (System Code)

    [311]

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    Erin Boyle

    Hi Eddie,

    The zBrand issue you mentioned is actually a red herring, but it was fixed in version 4.5 that we just posted yesterday in the Salesforce release notes.

    As for your question, are you using the Visualforce Pages or are you trying to use the Zendesk Ticket custom object?

    Best,
    Erin

  • Avatar
    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?

  • Avatar
    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?

     

  • Avatar
    Erin Boyle

    Hi Eddie,

    I took a look in your account, and it doesn't look like you've gone through all of the steps needed to enable this functionality.

    There are 4 major steps:

    1. Install the package in Salesforce (you've already done this)
    2. Authenticate to Salesforce from within Zendesk (doesn't look like this has been done yet, and this is the jumping off point for the rest of the steps)
    3. Set up the System Salesforce Target in Zendesk
    4. Set up a trigger in Zendesk to send tickets into Salesforce

    We've got these instructions documented in detail in Sending Zendesk tickets into Salesforce, so make sure you walk through that document step-by-step.

    I hope this helps!

    Best,
    Erin

  • Avatar
    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
     




  • Avatar
    Amy Dee

    Hi Eddie! I see you're getting help with these questions through a ticket. That's a good idea at this point, since you'll need to get into specific details. Thanks for reaching out!

  • Avatar
    Brock Glaze (Edited )

    Hi Erin,

    The link on this article that takes you to Salesforce to install the "Zendesk for Salesforce" app takes you to a deprecated version that Salesforce will not allow you to install.

    https://login.salesforce.com/packaging/installPackage.apexp?p0=04t40000000Lm9M

    Is there a newer version available? I searched Salesforce AppExchange, but there are none listed.

  • Avatar
    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!

  • Avatar
    Ben Speich

    I am not getting "Ticket Form Name" to sync in SalesForce from Zendesk. Was there an update I missed where I had to set something. I don't see this mapping anywhere to setup?

     

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    Matt Hoffman

    @Ben - good catch. I'm noticing the same thing in my test integration. I'm going to pull this into a ticket to investigate, keep an eye on your email.

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    Yuri Mylis

    Hi Ben,

     

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

     

     

  • Avatar
    Lukas Locher (Edited )

    Hi Zendesk,

    A few days ago I received a mail concerning oauth2 for "Zendesk for Zendesk". Like it suggested in that mail, I updated the salesforce app. But when I want to activate oauth2 I get an error. I am able to add a Zendesk account but when I want to set is as main, I always get an error (see attached picture). What is wrong? Does someone has the same problem?

    The log contains following error:

    Thanks for your answers. 

  • Avatar
    Rebecca

    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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    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.
  • Avatar
    Matt Hoffman

    Hey David - Your remote site settings should still list the host mapped domain. I'm going to pull you into a ticket in order to troubleshoot this together, keep an eye on your email.

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