Salesforce: Adding Visualforce view of tickets to your Account, Contact, Lead, and Opportunity layouts

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20 Comments

  • Amie Barder
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    Would really like to see the "Create Contacts and Accounts in Salesforce if no existing records match the ticket's requester and organization" be a part of this integration option (and not just for the "send" option). The "view" option has everything we need except for this (and keeps us from running up against Salesforce storage limits).

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  • Tony Reid
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    Hi, is it possible to have a field in Salesforce containing the ticket URL? It would be great to be able to click this field and open the ticket in ZD.

    Thanks

    Tony

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  • Rich Lorenzo
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    Edit:

    On second thought...never mind. I had a comment here lamenting the lack of functionality this integration has. But an honest assessment is that our use case was really quite unique. Or at least unique enough that I can't conceptualize a way that the app could have been made for mass consumption and still met our specific needs.

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  • Nicole Chan
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    Hi, 

    Most of our Salesforce user does not has Zendesk account, they are not able to add Zendesk credentials to their Personal settings, may I know if in this case, our SFDC user are not allow to creating or updating ticket in SFDC?

    Also, some of our user has the message to prompt them update the OAuth to 2.0 in their SFDC. Have no idea how to fix it, thanks.

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  • Nick
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    Hey Sutha!

    At the moment we do not have a method to change what information is displayed in the Account ticket view. 

    I do think this is a really cool and useful idea, however, and would recommend posting this as an enhancement request to our product feedback forums, which can be found here: https://support.zendesk.com/hc/communities/public/topics/200132066-Community-Product-feedback

    Hope that helps answer your question!

    All the best,

    Nick

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  • Brendan Dodgson
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    Once you click on the ticket subject it takes you to the Zendesk Support Ticket view. By default, that shows ALL ticket fields on the zendesk ticket form. Is it possible to edit or filter that in any way?

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  • George
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    In My Visual Force page , i only see zendesk account and not Zendesk tickets as mentioned in article above . All help is much appreciated

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  • Dan Kondzela
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    Hey Brendan! 

    If you want to limit what is present on the ticket within Zendesk itself you will need to add or remove ticket fields to match that desire. It is going to be expected and non-alterable behavior that ticket fields present on a ticket form will be present on the ticket UI in Zendesk.

    The only native workaround would be the use of Conditional Fields. We have a document on this add-on right here: https://support.zendesk.com/hc/en-us/articles/203662476-Using-the-Conditional-Fields-app-Professional-Add-on-and-Enterprise- 

    It's important to note the ticket fields will still be present, just hidden. 

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  • Anna
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    Hey Tony!  

    A ticket url can not be automatically passed through to your Salesforce.  That said, you could copy and paste the url into a ticket custom text field which you could have sync into your Salesforce.  While this wouldn't give you a clickable link, it would sync the full url within your Salesforce.

    Let us know if you have any other questions.

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  • Justin
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    If a sales team member is a light agent in Zendesk, will they be able to create tickets from salesforce?

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  • Anika Rani
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    Hi Justin, yes light agents can create tickets from Salesforce however the ticket needs a public comment by another agent before its visible to the end user. The public reply button will be unavailable in the Salesforce ticket view if Light Agent. 

    These are the same permissions as in Zendesk Support itself which you can review here: https://support.zendesk.com/hc/en-us/articles/203662036-Understanding-and-setting-light-agent-permissions

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  • Laura Hippert
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    Hi Mike! Did you get a chance to check out our article on Adding ticket views to your Account, Contact, Lead and Opportunity layouts?

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  • Preethi Chidambaram
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    Hi -

    We selected the "Show Account tickets by Zendesk organization" and added a "Zendesk Ticket" visual page section to the Account object in salesforce.

    However, for some Accounts I see the following error message in the Visual Page:
    Collection size 1,103 exceeds maximum size of 1,000.

    Is there a way to resolve this?

    Thanks,
    Preethi

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  • Mike Kennedy
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    Hi Nick!

    Do you know if you guys have added the ability to edit the information that's displayed in the Account ticket view? I'm using the ZendeskAccount VisualForce page to display ticket info on the SF Account page, but I'd really love to include "Requester" as one of the columns. Do you know of any way to accomplish this?

     

    Thanks!

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  • Erin Boyle
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    Hi Michael - Right now there's no way to restrict which comments are visible within Salesforce.

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  • Michael Avon
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    Well, I expected that, but was hoping for a different answer. Is this on the roadmap for a future version by any chance? If not, what can I do to advocate for adding this feature?

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  • Erin Boyle
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    @Preethi - Hmm... I'm going to create a ticket on your behalf so our advocates can dig into this for you.

    @George - Zendesk Tickets is a Related List and not a Visualforce Page. If you're sending tickets into Salesforce using the trigger and targets in Zendesk, you'll be able to see tickets there. If not, just stick with the Zendesk Account Visualforce Page - it will also display tickets.

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  • Dwight Bussman
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    HeyO Nicole,

    I've not seen this error in a while, so firstly I'm curious which version of the integration package you currently have installed? You can find this information by going to Setup > Apps > Packaging > Installed Packages (in Lightning) or Setup > Build > Installed Packages (in Classic). 

    If you're not yet using the most recent version (5.9), I recommend updating from this page to see if this helps to resolve your issue: https://support.zendesk.com/hc/en-us/articles/203657936-Zendesk-for-Salesforce-updates 

    Note: This newest version of the integration enforces our earlier requirement that the SFDC account must have access to the SFDC API. If you're not sure if you have access to this, double check with your SFDC Admins to confirm before performing this update. Also, the package is set to work on Professional, Enterprise, and Developer editions. If you have a Salesforce Edition other than one of those 3 and do have API access, please reach out to us at support@zendesk.com to have our Developers authorize your account to use that package successfully.

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  • Sutha P
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    I have couple of ZenDesk custom fields that I would like to show up directly on my Salesforce Accounts display without having to click/hover over the ticket.  Is that possible?

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  • Michael Avon
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    We have this integration set up and it's working perfectly, but I was a little surprised to see that on the detail view, both public and private notes are displayed. Is there any way to configure the integration such that only public notes are displayed in Salesforce?

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