Salesforce: Installing the Zendesk for Salesforce app in Salesforce Follow

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For the installation, make sure you have a Salesforce administrator available. You need Salesforce admin access for the install process and the majority of the configuration steps. (If you don't have admin access, you might need to engage a friendly co-worker with admin access—and consider buying them some chocolates in thanks!)

You can get the Zendesk for Salesforce app from the Zendesk for Salesforce page. The listing is private, so you won’t be able to search for it. You need to install the app and configure your Zendesk as a remote site and authenticate to Zendesk.
Note: Before you start the installation, make sure you've read and met the requirements (see Integration requirements). When you complete the installation, you can choose the features you want to configure (see Choosing Zendesk for Salesforce features).

Installing Zendesk for Salesforce

If you're familiar with installing a package, go ahead and install it, then skip ahead to Configuring your Zendesk as a remote site.
Note: If you have a previous version of the Zendesk for Salesforce app installed, you do not need to uninstall first. Simply 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. Go to the Zendesk for Salesforce page to start the installation.

    Remember, it's a private listing, so you won’t be able to search for it.

  2. Click Continue.
  3. Approve package API access, then click Next.
  4. 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.

  5. Click Install.

    You'll receive email from Salesforce when the installation is complete.

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, go to the Administration Setup page.

  2. In the left panel, under Administer, select Security Controls > Remote Site Settings.
  3. In All Remote Sites, click New Remote Site.

  4. Enter a Remote Site Name.
  5. Enter your Zendesk URL (https://mycompany.zendesk.com) as the Remote Site URL.
    Note: If you are using host mapping, enter your zendesk.com URL instead of your host mapped URL (for example, https://mycompany.zendesk.com).

  6. Click Save.

Authenticating to Zendesk

You must be a Zendesk administrator (or have a friendly Zendesk admin standing by) to authenticate to Zendesk.

To authenticate to Zendesk

  1. In Salesforce, select Zendesk for Salesforce from the menu in the upper-right, then click the Zendesk tab.
  2. In the Authentication - Global section, enter the Zendesk URL 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).

  3. Click Link Domain.
  4. 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:

  5. 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.
  6. 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
  7. After authentication is complete, the following message displays and the linked domain appears:

  8. 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.

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