Setting up ticket sync from Zendesk to Salesforce

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19 Comments

  • Jeff Callahan
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    What is the ETA on support for Ticket Comments?

    3
  • Jeff Callahan
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    Are there plans to support Salesforce Lookup fields?

    1
  • Nicole - Community Manager
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    Hi Jeff -

    Apologies that the team working on the integration hasn't had a chance to get back to you yet. If you're available, they're doing a live Q&A on the new Salesforce integration for customers who have API rights tomorrow (11/21) at 12pm CT, which you could join and ask your questions in.

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  • Jeff Callahan
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    In the previous integration when the Ticket Requester Contact did not exist in Salesforce and Zendesk created it a Zendesk ID was added to the SF Contact record.  

    This does not appear to be the case in the new SF Sync.

    We based several workflows off of this field.  Is there another identifier to determine that this is a Zendesk created contact?

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  • Anika Rani
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    Jeff Callahan

    1. We are still gathering feedback and requests for syncing ticket comments to cases. This was not a highly adopted feature in the previous integration. However, you can still view full ticket details and comments using Ticket View. 

    2. Lookup fields - are you asking about mapping Salesforce lookup fields to Zendesk for data syncing? We will continue to gather requests for this as well, however lookup fields may reference data that our sync does not support. The best workaround for this at the moment is to create a field in a supported object (Account or Contact/Lead) and use a trigger or process builder to update that field from the lookup field. Then map this field over to Zendesk. 

    3. We will be supporting syncing Zendesk User ID and Organisation ID to Salesforce. This will be available in upcoming releases in the next few weeks. 

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  • Jeff Callahan
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    Anika Rani - thanks for the response.

    1. It is problematic that we now have to sync to the Case Object. The irony here is that my Company has been pushing to switch to Service Cloud which I have been able to block so far. However if all of the ZD data will now be in the Case Object then the Data Migration piece is no longer an excuse.

    2. I am looking to sync Lookup fields from SF Account to Picklist fields on the ZD org. The reason for this is that we have corresponding Picklists fields on the Tickets.  When a User raises a Ticket from an Org where the Version Picklist is set to 1.25 (tag=v1.25) this will also set the corresponding field on the Ticket.  
    I got around this by creating a single SF formula field to transform/combine all of the Account Lookup values into a tag format.  I then sync'd this to the Org tag field in ZD.  The tags will sync and populate corresponding fields on Tickets. I also created individual SF fields to transform the lookup values into text and sync these with Text field on the ZD Org for Reference.  

    3. Glad to hear the ZD ID will be supported. Will there be a notification?

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  • Taka Mineta
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    Hi Team Zendesk!

    Re. ticket comments sync with Salesforce, where you've stated, "Note: Ticket comments are not currently supported." (found on this page, https://support.zendesk.com/hc/en-us/articles/360037607294, right after the header, Standard field mappings, at the end of the mapping table), could you please provide us with any thoughts/insights/ETA on When would the feature be available? And in the meantime, is there any recommended workaround/solution to sync them with Salesforce?

    Ticket comments are highly valuable to our business and we really need them to be in sync with SF.Many thanks in advance and looking forward to your thoughts on this!

    Best,

    Taka

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  • Anika Rani
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    @taka

    Thanks for your question and feedback. 

    We are gathering feedback and requests for syncing ticket comments to Cases. This will determine whether we support syncing comments and the ETA.

    This was not a highly adopted feature in the previous integration and we found the most common use case for syncing tickets was for reporting and triggering workflows in Salesforce. Comments don't seem to be critical for this in the majority of the scenarios we see. 

    You can see full ticket details and comments in Salesforce using Ticket View. The difference here is that these are visible in Salesforce, but not stored in Salesforce. 

    I would love to learn more about the value of storing ticket comments in Salesforce and your use case for this. if you don't mind, I'll reach out to you directly? This is valuable feedback for us and we will consider supporting syncing of comments as we get more feedback on this. 

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  • Murthy Tumuluri
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    Anika Rani

     

    Facing this issue of "Failed to install Ticket Sync Package". Not sure if someone else is facing the same. Trying to get Tickets to sync with Case object in Salesforce.

     

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  • Ping Lu
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    Not only are ticket comments very important to us, but also attachments.

    We are a software company and our product is highly customizable. Our customers can write their code and integrate with our product. Our customer support personells have Zendesk accounts but R&D don't. In many cases, our developers need to get involved and help support for troubleshooting and customizing codes. This requires them to read comments and download attachments sent from our customers.

    With the current custom Zendesk object in Salesforce, we can have comments available for developers. We also have a Salesforce cron job to retrieve attachment info (file name, download url, etc) via Zendesk's REST API, and save them in another custom object that has lookup reference to the ticket object.

    Please help me understand how we can keep this practice going, after migrating to the new Case object. Without comments being pushed to SF this could be a very big problem for us.

    Thanks.

     

     

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  • Victor Carreon
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    Hi! I've been having some issues with the new ticket sync. I have some New and Updated tickets that show the

    "Message pushed to target

     
    Event properly triggering. However, I sometimes don't see a New ticket, and sometimes don't see a ticket get updated to "solved".
     
    I haven't figured out when this happens but my first guess is that it might be related to the Zendesk user initiating the message sending.
     
    Any insight on user context when triggering the message to a target? Thank you!
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  • Taka Mineta
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    Anika Rani

    Hi Anika,

    Thank you very much for sharing your insights re. ticket comments sync with Salesforce. 

    Have a great day!

    Best,

    Taka

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  • Brett - Community Manager
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    @Victor, I'm going to bring this into a ticket so our Customer Advocacy team can look into this further.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Jeff Callahan
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    I am experiencing the same issues as Victor.
    The Ticket Sync worked with just default fields in the Custom ticket field mapping
    I then added a Custom Ticket field to the Mapping and the sync stopped working.  
    I have since removed the Customer field however the Sync has not resumed.  

    Note I have both the Legacy SF Sync and the new SF Sync enabled.  The Legacy sync is configured to sync tickets into the Zendesk managed Salesforce Object.  
    The ZD Ticket Events show that both triggers are firing however Tickets are only created for the sF Legacy Sync

    I experienced a similar issue with the Account Sync.

    Please advise how I can troubleshoot this  

    Not sure if this is related, but the sync stopped at the same time I deleted a test ticket in ZD

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  • Anika Rani
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    Murthy Tumuluri

    If your package install is failing, please check:

    1. The user authenticating to the integration has modify access to the Salesforce metadata API
    2. Have you exceeded the number of fields allowed on the Case Object?
    3. Check that the package install was actually successful by:
    - seeing if any additional Zendesk fields were created on the Case Object
    - checking the deployment status in Salesforce, is this successful or failed. 

    Based on your findings here we can resolve the issue. Please raise a ticket with us accordingly.

    Thanks!

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  • Anika Rani
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    Victor Carreon

    Zendesk triggers currently support tickets being created and updated, which means any update to the ticket will trigger the sync to Salesforce (assuming it also meets any other conditions). If you mark a ticket as Solved, this will sync to Salesforce. Can you please provide an example of a Ticket # marked as solved in Zendesk which did not arrive in Salesforce, on the ticket that Brett created for you. 

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  • Anika Rani
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    Ping Lu

    We do realise the importance of having comments visible to Salesforce users so your developers can still view ticket comments, by setting up and using Ticket View.

    We will consider supporting attachments based on feedback of the new integration. Attachments were not a widely used feature in the previous integration and are not a common use case. 

    As a workaround, you could consider having the attachments URL loaded into a custom ticket field, and this URL field can be synced as a custom field to the Case Object.

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  • Christina Draper
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    I noticed the Zendesk Ticket ID is available on the Case object. There are a few fields we had in our legacy sync that we're hoping get updated: 1.The Organization ID & Last Sync Date fields to the Account Object 2. Zendesk Support User ID to Contact object 3.External ID populated on the Zendesk side that showed the Salesforce Account ID so our team knew the sync created the Organization in Zendesk. 

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  • Ping Lu
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    Hi Anika,

    Thanks a lot for coming back to me. The Ticket Views are helpful for displaying tickets related to contact, account or lead. Is there a centralized place for Salesforce users to search and/or show tickets, e.g. by Zendesk Id? Currently we have a custom Visual Force page for that purpose, and it is based on the Zendesk custom object. Are the Ticket Views based on a new External Object in SF that we can access via Apex codes, so as to create a similar page?

    As for the attachments URL, I guess it will be saved in a custom field in Case object. As far as I understand, high level info of tickets will be saved in the Case Object, while details like comments are shown in the ticket view. Is there any way to link Case and the data behind the Ticket Views, and show everything in one place?

    Thanks so much.

     

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