Legacy Salesforce: Installing the Zendesk for Salesforce integration in Salesforce

Important: The legacy Salesforce Integration was set to be removed on January 30, 2020. We’ve heard that some customers may need more time to prepare for this change, so we are proactively offering extensions to this integration until May 15, 2020.

For any account that would like an extension, please fill out this form before March 11, 2020 noon (PST) to ensure your extension request is processed. Read the announcement about the removal of the legacy Salesforce Integration and timelines here.

The legacy Salesforce Integration is no longer available to install, maintained or supported (except for major security fixes). We are excited to be offering a new Salesforce Integration - built on Zendesk which is now generally available. You need to have a Salesforce Edition with API rights to use this. Get started with setting up the new integration here.

If you do not have a Salesforce Edition with API rights, you can:
Try the Workato Salesforce to Support Integration
Try Zendesk Sell with its native integration to Zendesk Support

This article contains the following topics:

• Installing Zendesk for Salesforce
• Configuring your Zendesk as a remote site
• Authenticating to Zendesk

For links to all of our Salesforce documentation, see Salesforce integration resources.

Installing Zendesk for Salesforce

The legacy Salesforce Integration is no longer available to install, maintained or supported (except for major security fixes). We are excited to be offering a new Salesforce Integration - built on Zendesk which is now generally available. You need to have a Salesforce Edition with API rights to use this. Get started with setting up the new integration here.

The Zendesk for Salesforce app is a private listing ,so you can't search or browse for it. To access the latest version of the app, see the Zendesk for Salesforce Updates page.

If you have a previous version of the Zendesk for Salesforce app installed, you do not need to uninstall first. Install the current version. However, if you are on a much older version, you may need to do an incremental upgrade. For information on incremental upgrades to the Salesforce integration, see Zendesk for Salesforce Updates.

To install Zendesk for Salesforce

1. Open the Zendesk for Salesforce Updates page and click the link to the most recent version of the app. Or, if you want to Install in Sandbox, click the link to the Sandbox version. See the Salesforce instructions for installing Salesforce in a sandbox account.

   If you are upgrading from an earlier version, skip to step 5.

2. Click Get it Now.
3. Click Install in Production.
   Note: You can link a production SFDC account to either a production or sandbox Zendesk account. If you want to install the app in your sandbox, click Install in Sandbox. See the Salesforce instructions for installing Salesforce in a sandbox account.
4. Accept the terms and conditions, then click Confirm and Install!
5. On the Install Package page, select an install process:
   • Install for Admins Only if only administrators are using Zendesk for Salesforce.
   • Install for All Users if all user profile types are using Zendesk for Salesforce. This is the recommended setting.
   • Install for Specific Profiles if you want to choose which profile types are using Zendesk for Salesforce. . For each profile, you can set the access level to custom objects and components installed in the package.
6. Click Install.
7. In the Approve Third-Party Access pop-up, allow zendeskintegration.secure.force.com to communicate with the app by selecting Yes, grant access to these third-party websites, then click Continue.
   Note: The installation process may take a while to complete. You will receive an email from Salesforce when the installation is finished.
8. Select a security level to determine the users who can access the application within Salesforce, then click Next.

   The Grant access to all users setting is recommended.

9. Click Install.

Configuring your Zendesk as a remote site

After you install the Zendesk for Salesforce app, you need to set up Zendesk as a remote site in Salesforce. This enables the integration to access Salesforce from Zendesk, and vice versa.

To configure your Zendesk as a remote site

1. In Salesforce, click Service Setup at the top of the page.
2. In the left-side menu bar, click to expand Security , then click Remote Site Settings.
3. On the All Remote Sites page, click the New Remote Site button.

   

4. On the Remote Site Edit page, fill out the remote site information:
   • Remote Site Name: Enter a name for your connected Zendesk site.
   • Remote Site URL: Enter your Zendesk URL (https://mycompany.zendesk.com).
   Note: If you are using host mapping, enter your zendesk.com URL instead of your host mapped URL (for example, https://mycompany.zendesk.com).

   

5. Click Save.

Authenticating to Zendesk

You must be a Zendesk administrator (or have a friendly Zendesk admin standing by) to authenticate to Zendesk, and have Salesforce administrative privileges as well.

To authenticate to Zendesk

1. In Salesforce, open the App Launcher.
2. Click Zendesk for Salesforce to open the app.
3. Click the Zendesk tab in the top menu bar.
4. In the Global Authentication section, enter the Zendesk domain used in your Remote Site Settings.
   Note: If you are using host mapping, enter your zendesk.com URL instead of your host mapped URL (for example, https://mycompany.zendesk.com).

   If you are using API restrictions within Zendesk, you'll need to add your SFDC IPs to the whitelist in order to link your domain.

   

5. Click Link Domain.
6. You will be redirected to Zendesk for authentication, and asked to provide your username and password. If you’re already logged into your Zendesk account from the same browser, you will be taken straight to the authorization screen:

   

7. Next, you will be redirected back to Salesforce and asked to sign in. A Zendesk token is stored in Salesforce and used to authenticate the integration from that point on.
8. If the authentication was not successful, validate the following and try again:
   • Your URL matches exactly an entry in Remote Site Settings
   • If you are using Zendesk host mapping, you have a valid hosted SSL certificate
9. After authentication is complete, the following message displays and the linked domain appears:

   

10. If you intend to send tickets from additional Zendesk domains, you will need to link those domains as well. This will allow you to map ticket fields.

When the installation is complete, you are ready to choose the features you'd like to enable. (Don't let that Salesforce admin go far—you'll need admin access to configure most of the features!)

To read about the Zendesk for Salesforce features and set up the ones you need, see Choosing Zendesk for Salesforce features.