Migrating the legacy Salesforce integration to the new Salesforce integration

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57 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Justin,

    If that's the case, you'll want to make sure you've verified the data before uninstalling that package, as removing the package will also remove their legacy ticket-objects (as well as comments) from within SFDC.

    Cheers!

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  • Kristen Sensenig

    Brett -- I'm somewhere between confused and shocked. Everything we've received from Zendesk over the last four months has said that if we don't migrate our custom Zendesk Ticket Object data before 1/31, we will lose it. Now you're saying that we can just leave the old integration installed and that ticket data will be left as is in the custom object?

    Is this really true?

    Brett Bowser

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  • Dwight Bussman

    Hi Kirsten,

    We've not yet been able to get a conclusive answer out of Salesforce on this matter. We've heard anecdotally from several customers who contacted Salesforce Support directly that they were told that their data would still be accessible. Until we have a conclusive answer from Salesforce more generally, the prudent response would be to err on the side of caution. 

    We know that removing the managed package will remove that Zendesk Support Ticket +comment object data, but we have not been able to get an answer on the broader question of how that package will be handled by Salesforce after EOL. 

    We recommend you reach out to them for clarification on this point. We cannot guarantee what will happen to that information because it's not under our control at that point.

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  • Niki Vankerk

    Does anyone know what/where the key is in a Ticket that upserts to a Case? 

    • I'm trying to move the Ticket data into Cases while keeping the CreatedDate value using Dataloader. 
    • However it seems if I load cases with the same Zendesk Support Ticket Id value, Zendesk still creates a duplicate.
    • When I delete the duplicate that ZD created, further syncs for that ticket fail.  

    It seems even tier 2 does not know how the sync works, and how we can preload the cases to retain audit dates.  There are many built in features like Case Age or history that will not be correct if the sync is creating new cases for tickets that were in fact created months ago.

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  • Martin Sachs

    I have the same question as Niki and have a case open but posting here too as I need this info urgently.  When I migrate from the custom zendesk object to cases, I will be migrating some tickets that are still open in Zendesk.  

    I've already configured the new sync and have tested creating Cases with the Zendesk ticket id, URL, etc and no matter what, the new sync creates a duplicate case.   how do we handle this?

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  • Dwight Bussman

    I would strongly recommend not importing active (non-closed) tickets into Cases to avoid the duplication issue mentioned. This duplication can cause issues when the new integration subsequently attempts to update Cases. For any active tickets, please simply sync them over with an update in Zendesk. The default trigger conditions would do this for any update, so simply adding a tag such as sync_to_sfdc should be a low-impact way to push those tickets over to create cases.

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  • Anika Rani
    Zendesk Product Manager

    You can rely on the new Ticket Sync to sync over any unsolved tickets as Dwight has said. So the two options are:

    1. Only insert solved tickets to Case as the new Ticket Sync will sync active tickets. 

    2. In the Case Object, mark the Zendesk_Support_Ticket_ID__c field as an External ID. Then in the Data Loader, you can select the external ID as the matching field. This will ensure uniqueness. 

     

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  • Anika Rani
    Zendesk Product Manager

    Martin Sachs I've seen your ticket and I'll be in touch with you tomorrow after investigating why you are having duplicate cases created (without yet having inserted any tickets yet, is what I'm understanding). 

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  • Martin Sachs

    Hi Anika,

    My case is something different but I welcome your help there.  I am getting tickets that won't sync over because the text fields created on the case object by Zendesk seem to have really low character limits.  This is also impacting my ability to migrate cases from the legacy object.

    As for the insert issue - I have no problems not creating duplicates myself.  The issue is we have some tickets that are on hold due to a development backlog.  The are in the custom object in SFDC and important to show.  If I import them into cases, and then they get updated in Zendesk, the integration will create the duplicate because it doesn't seem to have a unique identifier looking for an ID match in Salesforce.  My best guess is that the match is stored in your middleware server.

    Happy to connect and discuss further!

     

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  • Noor Fazli

    My SFDC target for new integration (in repurposed sandbox, previously used for legacy integration between zendesk to Salesforce environment) is failing on unauthorized error, although verified credentials are added. It looks like the credentials are maksed . Is there a manual technique of generating the credentials required by Target?

    Also a ticket has been opened few days ago, which is sitting at tier-2 support since the beginning of this week.

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  • Dwight Bussman

    Hi Noor,

    The target for the new integration does not use your SFDC credentials, but instead should contain a unique username/password which are for the middleware that brokers the conversation between the two systems.

    In order to reset those credentials, I recommend deleting the existing target, disconnecting the integration, and re-connecting the integration to re-create that target. After doing so, you'll need to re-enable the features you previously had enabled (disconnecting turns them off), but your settings should still be saved.

    Please let us know if this helps to resolve the issue you're seeing

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  • Noor Fazli

    @ Dwight Bussman,

    I replicated the steps you have mentioned, by deleting the target and reconnecting to salesforce org. The target did not  created and the trigger is complaining about missing target now. Please help

    Also getting oauth error when tried to add Salesforce Target through Extension.

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  • Tadd Oeder

    Team,

    I would have been nice if someone would have contacted us about this months ago. We were only told two days ago.. We are trying to write emergency code now. Is there no way to delay this? I am not very happy we were not told about this. I wonder how many other clients will get a shocker when you break everything for them. 

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  • Noor Fazli

    Dwight Bussman,

    Thanks for reaching out and recreating the Target through dev. team.

    One more thing worth mentioning , after every SFDC sandbox refresh it changes the orgid of refreshed sandbox, which could eventually break integration every time. As a customer we should be able to recreate targets with refreshed org.ids.

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  • Dwight Bussman

    Hi Noor,

    That's a very good point. I will raise that to our SFDC Developers to be sure that's something they've accounted for more gracefully in the future.

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  • Dwight Bussman

    Hi Tadd,

    I believe there was information sent out to accounts that were still using the legacy integration, but I'm sorry this caught you by surprise.

    As mentioned at the top of this article, we are extending the date of this EOL:

     

    Please note that this is the final extension and the Legacy Integration will cease functioning on May 15th 2020. There will be no further extensions granted after this date.

    If you would like to request an extension, please fill out this form BEFORE March 11th 2020. If you do not request this an extension, your legacy integration will continue to work until March 11th at noon (PST).

    Hopefully this helps to alleviate some of the pressure.

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  • Marci Abraham

    These instructions appear to be for a different version of Salesforce, presumably "Lightning". Our company has not updated and I'm not able to follow all of the instructions -- I can find some things mentioned in slightly different places, but other things I cannot find at all. Are there alternate instructions for different versions of SF? (I did confirm that we have the API access.)

     

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  • Dwight Bussman

    Hi Marci,

    As Lightning is soon to be the "law of the land" in SFDC, our documentation team only produced docs for that interface, but the integration can be set up from either side. 

    What's the step that you're unable to follow/item you're struggling to find? I'll be happy to call out the differences and may be able to whip up a Classic-interface doc at some point (if our Docs team doesn't beat me to it)

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  • Marci Abraham

    Hey thanks a bunch, Dwight Bussman. I got stuck on this step: https://support.zendesk.com/hc/en-us/articles/360038232533#topic_ctb_xsm_4jb

    I'm not sure why I posted in this thread, I had so many tabs open I guess I ended up on the wrong page.

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  • Dwight Bussman

    HeyO Marci, No worries about where you posted! 

    To create the connected app within the classic interface, you'll want to head to Setup > Build > Create > Apps

    There should be two sections: Apps and Connected Apps

    Click the New button within the Connected Apps section and it should show you a screen like this

    From here the steps should be pretty similar. Please let me know if this helps or if there's another step that hangs things up. I'll try to get that document created soon.

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  • Marci Abraham

    Hi Dwight, I finally got time to circle back to this and wanted to thank you for your help. I got oriented in the right direction, but still wasn't finding a way to create NEW connected apps. But after a bit of poking around, I found it under App Setup >> Create down at the bottom of the screen. I probably looked at this page 5x before I saw the "New" button. I just kept seeing the app list at the top, and that particular NEW button doesn't do the trick.

     

    I made a few other discoveries along the way, which may not apply to every older version (apparently ours is some sort of hybrid....I found several references to Lightning components)

    One thing that tripped me up was in 

    Setting up user access to Zendesk tickets in Salesforce

     Step 9 - Be sure to select your own profile type or you won’t be able to complete the integration from the Zendesk side. If your Zendesk has custom roles, don’t assume you are a System Administrator. <:) Check your own profile to see what your role is.

    I've gathered a few screenshots of where I found things, in case it helps anyone else.

    https://docs.google.com/document/d/1paIPMUxgct3t5WG1OWhC-HRJ6VW6MfhvjW2VN668LP4/edit?usp=sharing

    Thanks again for your help!

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  • Marci Abraham

    Welp, I'm having some trouble after all. My team has informed me that they are getting an error message, even though I have double-checked that I assigned their "profile" correctly as in 

    https://support.zendesk.com/hc/en-us/articles/360038232533#topic_xy4_jp4_4jb

    Steps 5 and 8/9

    They are seeing these error messages. Any idea what I missed? (My own profile is different from theirs, but I can see the content just fine. I have higher admin privileges, so maybe there's something about that?)

     

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  • Dwight Bussman

    Hi Marci,

    I think this error might be related to one of two different things;

    1. Access to the Visualforce page objects themselves:



    2. API Enabled on the Profile of the users impacted

    Could you please confirm that the users' profiles have been granted access within the Security settings for the relevant pages (point 1 above), and that they have API Enabled as well? If both of those are the case, I suspect we'll want to look into this more closely on a ticket, but I'd be happy to create one for you if necessary.

     

    (also, I'm just catching up on old emails after some time away from the office - thank you for the screen-shots about finding that New Connected App button)

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  • ritesh

    Need support for custom object. Case object is reserved in the system for other use and we can't use it.

     

    Certainly a short sighted decision. Usually a new installation should enhance functionality, here we are gettingreduced functionality from an upgrade (which is being forced upon).

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  • Dwight Bussman

    Hi Ritesh,

    In our Ticket Sync Documentation we suggest creating a Case record-type specifically to avoid interfering with existing Case-related workflows & reports. If there's a reason this isn't going to work for your organization, I suspect our Developers would like to know more about your use-case.

    Please let me know how the recommended solution fails to address your needs and I'll make sure that our Developers hear about it.

    Thanks

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  • Martin Burian

    1) What will happen after the removal? Will organization synchronization stop work?
    2) I do not see "Domains" Organization Zendesk field in the Field mapping. It is a crucial field. How to manage synchronization of domains from SFDC > Zendesk? It was possible with the Legacy app. There is special field for that in SFDC - Domain_Mapping and it goes to the Domains field

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  • Dwight Bussman

    heyO Martin Burian

     

    1. The organization syncing being done through the OLD integration should cease to work
    2. The domains field should return very soon - it appears to have been removed incorrectly by some code which intended to remove it from the matching criteria, not the mapping options.
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