The legacy Salesforce Integration is no longer available to install. If you need to upgrade the legacy integration to version 5.9, please contact Zendesk Support.
For information about the migration options that are available, see Salesforce migration: Migrating the legacy Salesforce integration to alternative solutions and Salesforce migration: Migrating the legacy Salesforce integration to the new Salesforce integration.
This article contains the following topics:
For links to all of our Salesforce documentation, see Salesforce integration resources.
Installing Zendesk for Salesforce
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
- 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.
- Click Get it Now.
- 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.
- Accept the terms and conditions, then click Confirm and Install!
- 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.
- Click Install.
- In the Approve Third-Party Access pop-up, allow
zendeskintegration.secure.force.comto 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. - 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.
- 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
- In Salesforce, click Service Setup at the top of the page.
- In the left-side menu bar, click to expand Security , then click Remote Site Settings.
- On the All Remote Sites page, click the New Remote Site button.
- 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).
- 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
- In Salesforce, open the App Launcher.
- Click Zendesk for Salesforce to open the app.
- Click the Zendesk tab in the top menu bar.
- 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.
- Click Link Domain.
- 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:
- 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.
- 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
- After authentication is complete, the following message displays and the linked domain appears:
- 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.
47 Comments
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
Sorry, meaning I can see all of the tabs in Salesforce.
I am getting Callout Error
Duplicate field: Zendesk.ZendeskStructure.zBrand.url. (System Code)
[311]
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
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?
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?
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:
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
Maybe I am trying to view this in the wrong field and have the wrong expectations?
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!
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.
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!
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?
@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.
Hi Ben,
This is a known limitation of the integration. We will be looking to address it in the near future.
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.
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.
Hi,
Can someone confirm
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.
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...
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
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
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. :)
Thank you so much Benjamin..it worked:)
I have an install and am needing to change the username associated with the install. Currently it is my email address but I am tranfering it to another user. How do I change this? No matter what I do it doesn't work. Any help would be appreciated.
Hi Mark! I'll see if I can find someone to answer this for you!
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!
Thank you Rebecca! That has corrected my issue. You are a virtual life saver!
I would like to install this on our SF.com sandbox but it doesn't give me the option. When I click the link for Step 2 (Get it now) it takes me to Step 5, on Production. The Salesforce instruction link doesn't mention anything about Zendesk. Are you saying I have to install it on production and then create a copy of production in a new sandbox?
If you are upgrading from an earlier version, skip to step 5.
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
Hey Merethe -
I'm glad to hear that you got that figured out. Any lingering questions we can help with?
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