Setting up Ticket Sync from Zendesk to Salesforce

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69 Comments

  • Gaëtan Tobie-Echeverria

    hello Anika Rani

    you mention a workaround for attachments four months ago

    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.

    Do you have any recipe to do that? I have a dedicated custom field for my tickets but I have looked at trigger or automation without success to fill it.

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  • Anika Rani
    Zendesk Product Manager

    Hi Gaëtan Tobie-Echeverria

    Unfortunately, I don't think Zendesk triggers will automatically update a ticket field with an attachment URL, my suggestion is more manual. 

    You would probably need to have the attachment hosted somewhere (Google drive, Dropbox etc), and then provide the URL of its hosted location. 

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  • Schuyler Weinberg

    We are working to build a workflow for zendesk tickets for certain topics to automatically send information to salesforce to have certain case types. For most of this the field mapping is working well. We are having issues though on two fields - one field to capture a phone number and one to capture email. In Zendesk it's a text field for both, in salesforce it's a phone number and email field. I created a regex version of the field but not finding this in the mapping area in Zendesk Admin Center. Any ideas? Is regex not supported?

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  • Oscar Mejias

    Hi Schuyler,

    Thanks for getting back.

    I'm currently checking with our Salesforce on the use of regex fields when mapping fields between Zendesk and Salesforce.

    I'd still like to get a better understand on how you've set up mapping using these two fields and why it's not working. In order to take a closer look at this can you please:

    • Share a ticket example where the mapping didn't work for these two fields.
    • Share some screenshots from your Salesforce configuration.
    • Some screenshots of your Zendesk mapping configuration showing these two fields.

    I'll be looking forward to your answer and I'll be sending you an update once I hear back from the Salesforce team.

    Best regards,

    Oscar Mejias |
    Customer Advocate | support@zendesk.com

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  • Dan Heintzelman

    Hey Folks! Excited to start using this feature. I put in a support ticket just over 4 days ago and I have not gotten a response. I'll copy where I'm getting stuck below with setting this up.

    We went live with Zendesk almost 2 months ago. At the time of launch, we set up the Salesforce <> ZD Integration and have Accounts <> Organizations Sync working successfully, and the ZD View (visualforce/canvas) app all working great.

    Now that we've moved out of Salesforce Service Cloud, I'd like to start syncing ZD Tickets as SF Cases to utilize SF reporting off of our Zendesk tickets.

    When I navigate to Admin Panel > Integrations > Data Sync > Ticket Sync > "Re-install", I get an error message every time "Ticket Sync Package Failed to Install". Following the suggested articles, I checked in Salesforce > Setup > Deployment status and verified the 19/19 completed showing a success (over and over again).

    I actually now notice that when I return to the install page I am getting an initial message that states "Zendesk ticket sync fields are missing from your Salesforce case object. Please install the ticket sync package to ensure all tickets are created."

    I can see all of the Case fields have indeed been created on our case object, deployment is successful. I'm stuck, help! ( https://support.zendesk.com/hc/en-us/requests/5496821 ) for details. Thanks!

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  • Dwight Bussman

    HeyO Dan,

    Apologies about the delay on that. There's a few possible causes of this so we'll want to get at which is applicable in your case. I'll see that someone reaches out to you shortly in that ticket with more details.

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  • Dan Heintzelman

    Dwight responded promptly and got this working for me. Thanks Dwight!!! I'll post his reply below to share.

    ****

    There are a few different reasons that this might be happening, but the most common one has to do with the SFDC profile of the user who connected the integration within Admin Center. By default those 19 fields created by the package installation shown in your deployment status screenshots are only accessible to the System Administrator​ profile (the SFDC default profile). Many customers give their administrators a copy of that profile (Company Name Main Admin​ or something similar), and we'll need to make sure that whatever the profile is for the user in your instance, that they have access to those fields.

    To do so, head into Setup > Object Manager > Case object > Fields & Relationships and pull up one of the fields listed in this article - let's use Zendesk_Support_Ticket_Assignee_Name__c as an example. After clicking on the name of the field, please click "Set field-level security" at the top:




    and insure that the profile discussed earlier is enabled therein (visible and not read-only)​



    You'll have to repeat this for all of the fields listed in the aforementioned article.

    *****

    Thanks again!

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  • Lauren Gallant

    Is it still possible to send multiple emails in a thread (multiple back and forth replies) in Zendesk to Salesforce in the first sync?

    Example: 

    Customer submits ticket, Zendesk agent responds, Customer replies, Ticket is sent to Salesforce and Salesforce has record of each email (3 total) in the thread.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Lauren Gallant,

    The ticket sync no longer includes comment history. If you are looking to see comment history, your best bet would be to utilize the ticket view instead.

    Best regards. 

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