Setting up Ticket Sync from Zendesk to Salesforce

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67 Comments

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

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

    3
  • 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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  • Aaron O.
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    I have been messing with the sync the last couple days. I noticed that my Zendesk_Support_Ticket_ID__c  isn't getting populated. This seems to be the only field with that issue. I checked the salesforce case object and Zendesk_Support_Ticket_ID__c Text(255) is available.   

    Also I would like to sync contacts and leads. Is that going to be available soon? 

    Update: I found that there is two Support ticket IDs

    Zendesk_Support_Ticket_ID__c and Zendesk__Zendesk_Ticket_ID__c

    They both show as "Zendesk Support Ticket ID" in the interface.

     
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  • Anika Rani
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    Christina Draper

    We have released syncing for External ID for Zendesk Users and Organisations. You can find more about this in data sync. 

    We will be releasing Zendesk Org ID sync to Salesforce Accounts and Zendesk User ID sync to Salesforce Contacts/leads this week. 

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  • Jeff Callahan
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    I am still unable to get the Account Sync working reliably.  Also what is the SF Account Field the ZD ID sync's to?  How do I get this to create in SF? 

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  • Anika Rani
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    Ping Lu

    Ticket View is not an object in Salesforce, it leverages the canvas app so its basically an iframe. The data is not stored in Salesforce. If you want to see all tickets in one place, a workaround is that you create a custom field on your Zendesk Organisation and Salesforce Account, and populate this with the same value for all records. Then you can set this field as the matching criteria for Ticket View, which show display all the tickets under one account.

    You could also show tickets in a related list, once they are synced to the Case Object. 

    In the new year, we will look at linking the Case to the Ticket View. Unfortunately, there are some limitations around how we implement this because the Ticket View is an iframe, so are exploring the right solution. 

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  • Anika Rani
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    Jeff Callahan please reach out to us if with the issues you are having with account sync. In particular, if you can specify certain records/ fields that were not synced as expected we can investigate. 

    We will add instructions for how to use Zendesk ID sync once this is released. 

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  • Brian Murphey
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    In this documentation it says about account sync:

    Default Salesforce Account ID: If you opt to create new accounts unmatched ticket organizations, you can enter an existing account as the default account in Salesforce if no organization exists in Zendesk. Setting a default account prevents orphaned accounts from being created.

    However, next to the field in the admin app it says: 

    Default Salesforce account ID

    To sync Zendesk ticket organizations to a default Salesforce account, enter the Salesforce account ID. This will override all other matching criteria.
     
    Can you confirm which behavior will actually occur? Will it assign tickets with no matching org to the default account or will it override all matching criteria and assign all ZD tickets to this account?
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  • Christina Draper
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    Thanks Anika! Which document shows how to expose the Zendesk ID fields and turn on the Zendesk Org ID sync to Accounts and Zendesk User ID to Contacts/Leads?

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  • Mandy Major
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    Is it possible to sync CSAT results back to SFDC?  I am not seeing it anywhere in the available fields when mapping the fields.

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  • Pierre Boivin
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    How can we sync the owner of the ticket in zendesk with the appropriate owner in Salesforce? Our zendesk users all have SF licences, I just don't see any possibility to natively sync it...

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  • Steven Davis
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    There is a very important bug to know about as it will break your sync. There is a field called Zendesk Support Ticket Tags (Zendesk_Support_Ticket_Tags__c)  which is a text area (length 255). There is apparently a bug that if the character length is exceeded your tickets will stop syncing. 

    Workaround: Change the field type to a long text area field and set the length to something absurd so you never exceed the field length. 

    Hope this helps in case someone runs into it. 

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  • Brett - Community Manager
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    Thanks for reporting this Steven! I've messaged our Salesforce PM's so they'll be taking a look at this post.

    Cheers!

    0

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