Migrating the legacy Salesforce integration to the new Salesforce integration

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33 Comments

  • Jeff Callahan
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    We are currently syncing Zendesk Ticket data to Salesforce. The majority of our Salesforce Users have Salesforce Platform Licenses which does NOT grant access to the Case Object. In order to access the Case object you must upgrade to a Salesforce (Sales Cloud) or Service Cloud license which are significantly more expensive.
    Will the new ZD integration support syncing data to Custom objects?

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  • Anika Rani
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    Hi Jeff

    The new integration will only support sending tickets to Salesforce Cases. We've collected a lot of feedback to inform this decision, and will consider supporting custom objects based on additional feedback on the new integration. 

    For your users who do not have access to the Case Object, they will still be able to view tickets in Salesforce by using the Ticket View feature. Using this you can view, edit and create tickets from Salesforce Account, Contact, Opportunity and Lead pages.

    Also, unlike the legacy integration, the Case Object will support all standard and custom ticket fields. The legacy integration only supported a selected number of ticket fields to sync to Cases. 

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  • Joshua Crume
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    For the organization sync between Salesforce and Zendesk, does this need to match by the name of the organization on each side or can you set it up to match by a unique salesforce account ID and have the name be different in Zendesk?

    Let's say the name of an organization in Salesforce is Example. In Zendesk we want them listed as "Example_US". Will the sync still work here or will it change the org in Zendesk to "Example"?

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  • Jeff Callahan
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    Anika Rani

    OK - I really do not understand why anyone would want to sync to Cases. If you have access to the Case Object then you probably use Service Cloud.  If you have Service Cloud then why would you need Zendesk? This is like if Coke filled a Pepsi vending machine with their bottles. 

     

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  • Brett - Community Manager
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    Hey Joshua,

    I confirmed with one of our Salesforce experts and it looks like matching can be done, but you'll still need a field to sync over for the name so there's collision between different accounts.

    Hope this points you in the right direction!

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  • Krzysztof Nowacki
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    Also not happy about Case only support. My users don't have access to this object.

    I have also additional questions. Will be there any other (Central) European Standard Time dates for "Make the move onto the new Salesforce Integration built on Zendesk" webinar? 

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  • Nicole - Community Manager
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    Hi Krzysztof Nowacki

    Thanks for raising this. I made a suggestion to the team running the webinar that it might be helpful to add some additional times, and they seemed receptive to the idea. We'll keep you posted on if and when those get scheduled.

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  • Ian harris
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    Please add GMT sessions, 10am PST is 6pm GMT so not viable 

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  • Ahmad Ibrahimov
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    Please correct the following in the article: "The new integration is now generally avail will be launched and generally available on November 18."

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  • Brett - Community Manager
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    Hey Ahmad,

    It looks like the article has been updated after the official launch. If you notice any additional information that needs to be updated, please let us know.

    Thanks for taking the time to share this with us!

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  • Anika Rani
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    The new Salesforce Integration webinar being held tomorrow will be made available as a recording on Zendesk Webinars. You will receive a link to this if you've registered for the webinar.

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  • Steven Lyon
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    I am confused by this. I am getting an email that the SF app will be removed if you do not have an API version. I have an enterprise account that includes API. Am I good to leave my configuration as is? 

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  • Anika Rani
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    Steven Lyon

    You still need to take action if you have API rights, by transitioning over to the new integration as described in this article. The legacy integration is being deprecated.

    Our record of your Salesforce edition is based on the edition you had when you first still installed the legacy integration. Salesforce doesn't report any upgrades through to us, so it's likely that your edition was upgraded at some stage. I'll update your edition on our end now. 

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  • Noor Fazli
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    How can we do integration between  Zendesk and Salesforce as we use full ticket syncing from Zendesk to Salesforce. We use other integrations(Talend job) that takes the changes from Zendesk Ticket which was synced in Salesforce back  to Zendesk.

    In case of new integration which only allows syncing from Zendesk Ticket to Salesforce Case, its gonna break our other integrations. Do you have a workaround for this? As using the Salesforce Service cloud (aka, Case) will defy the whole purpose of using Zendesk.

    Can you please provide further remediation to handle this issue, its very pressing matter for our organization?

    Also Webinar link is not working, its complaining about disabled cookies although cookies are allowed in my browser for Zendesk.com.

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  • Jeff Callahan
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    Noor Fazli - I completely agree with your statement 

    As using the Salesforce Service cloud (aka, Case) will defy the whole purpose of using Zendesk.

     

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  • Anika Rani
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    Jeff Callahan Noor Fazli

    As for why we are supporting syncing to Cases, we based this decision on research with existing users of the legacy integration. We found the majority of customers preferred the Case Object or had no preference. The Case Object comes as a part of Sales Cloud, so it doesn't require a Service Cloud licence. Agree with your comment that using Zendesk Support and Service Cloud would be redundant, and this is a rare case.

    We find two common scenarios with Zendesk users of the integration:
    1. Most customers don't use the Case Object for anything
    2. Some customers use Zendesk Support for external customer support, and Cases for internal support processes. This is where the Case Record Type helps to separate different types of records in the same object. 

    Noor Fazli 

    There is no workaround for any dependencies you have on the current ticket custom object. In transitioning from to the Case Object, you will need to update any reporting, triggers, workflows to reference the new object. 

    Please try the webinar link again, I've just tested and refreshed it, it should be working. Also adding it here: https://event.on24.com/wcc/r/2126029/8FC2F0BD5233F8831BD0328EA4B8147D?partnerref=hcenter

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  • Matthew Heflin
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    Please re-implement custom objects. This lost functionality along with the now worthless zendesk search APIs is forcing us to look at competitors. 

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  • Anika Rani
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    Matthew Heflin can you please elaborate on what functionality is lost? The only change is the object itself, but we support all standard and custom ticket fields and have not removed any functionality. While comments are no longer synced to Salesforce, they are still available in Ticket View. 

    I'll reach out to you directly to understand your need for the custom object and/or why the Case object is problematic. 

     

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  • Matthew Heflin
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    Anika Rani 

    Case objects are reserved for a different part of our org. We can't use them. 

    I'm trying to make our use case work with just the Ticket Viewing functionality instead of syncing the tickets over. We'll see how it goes. Thanks.

     

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  • David Rose
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    I'm getting a notice in ZD that I have 43 days to migrate to the new SF integration BUT we don't want any kind of syncing of any data.
    We just want to be able to view SF Contact/Organization data in Zendesk, which we do via the SF app in ZD.
    Do we need to do anything to keep this functionality ?

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  • Dan Chester
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    I believe we have the same situation as David Rose---we only use the Salesforce for Zendesk sidebar app to view SF contact/account data in Zendesk without the managed package or integration.  Do we need to do anything or will the Salesforce for Zendesk app continue to work the same 43 days from now (when the managed package is disabled)?

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  • Nicole - Community Manager
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    Hi David and Dan - 

    The existing SFDC integration will no longer work once the managed package is disabled, so you will need to install the new app in SFDC and connect the two to keep that functionality. However, all you need to do is set up the integration; you will not have to use any of the other features if you do not wish to. 
     
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  • Mike Lenehan
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    Nicole - Community Manager,

    Since the Salesforce sidebar app will no longer function, as an Agent who relied on that view to see Salesforce data about the ticket requester, what are my options?

    If I understand what I've read, they are:

    1) Set up the new integration and view the information within the Zendesk Organization/User screen (for fields that have been synced with Salesforce)

    2) Login to SFDC in a separate tab (no integration with Zendesk)

    Is this correct?

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  • David Rose
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    Hi Nicole

    Any chance of step by step guide to what is required in this situation. It's a common way to interrogate SF from ZD.

    Cheers

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  • Anika Rani
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    Mike Lenehan the app will only seize to function if you don't setup the new integration. As long as you have Salesforce API rights you can do this. 

    David Rose You can find instructions for setting up the app in Support here.

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  • Jimmy Rufo
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    Anika Rani - I think a core problem is once you update to the new integration, the widget within Zendesk that shows contact/lead data still asks you to upgrade to the new version.  I've updated our account, but I'm still not 100% that something won't break in that ZD widget when the old version shuts down.

    We should update how that SF sidebar app looks, possibly adding a version number, to signify it is updated and there will be no issues.

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  • Jimmy Rufo
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    Disregard my last comment.  It appears that message stating to update to the new version is now gone.

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  • Justin Federico
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    Post-Migration can we simply remove the legacy integration app?

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  • Brett - Community Manager
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    Hey Justin,

    If you remove the legacy integration then you will lose any of the Zendesk Support Ticket objects you've have synced over into SFDC. If you'd like to keep that data, then I would recommend leaving the legacy package installed.

    Let me know if you have any other questions!

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  • Justin Federico
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    Brett,

    If we were to perform the data migration for Ticket Sync would we then still need to retain the legacy integration?

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