Setting up Ticket Sync from Zendesk to Salesforce

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82 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
    Zendesk team member

    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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  • Harsharndeep

    Hello, Team.

     

    I have been testing Ticket sync in the sandbox and for Ticket requester matching i have enabled create if no match is found in Salesforce.

    A new contact gets created which is fine and we do not want to create new accounts.

    How can i make sure that all the new contacts created via ticket sync should be attached to a single account for example "Zendesk Ticket Sync Account"?

     

    Would appreciate your response.

     

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  • Dwight Bussman
    Zendesk team member

    Hi Harsharndeep,

    It should be possible to set a default account in the Ticket Sync settings:

    My testing shows that this will still link to an account if a matching account exists, but if no matching account is found it places the resultant contact/ticket into the account specified here.

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  • Harsharndeep

    Hello, Dwight.

     

    As per your response: https://support.zendesk.com/hc/en-us/articles/360037607294/comments/360006462073

     

    I have added a default Account ID on the ticket sync:

     

    Also, i have enabled option on Contact to user sync:

     

    Now , i created a new user in Zendesk which doesn't exist in Salesforce.

     

    After creating a ticket, new user got created in Salesforce and account should be set to default account and here it is blank:

     

    Please help me on how can i map default account here?

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  • Dwight Bussman
    Zendesk team member

    Hi Harsharndeep,

    It looks like the requester of ticket with which you're testing doesn't belong to any organization. As a result, that ticket does not have an associated organization. I'm fairly certain that our integration only attempts to map an account (whether matching or using the default account as we've been discussing) when there is an organization present, but I will check with our team to confirm this.


    UPDATE: 
    I have conferred with our developers, and it seems that the integration should not require an organization to be present on the ticket in order to place the case into the default account. I'm raising a bug ticket, and would be happy to create for you so that you're informed as a fix is released for this

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  • 1. When will this page be updated, to reflect the updated Ticket Sync functionality/settings (ref screenshots below)?

    2. Until then, can you please explain the options currently available (ref. screenshot below), especially the "Map your Zendesk Support user ID to a Salesforce Contact field." option?

    3. To my understanding, the "Sync to existing Contacts/Leads and create if no match" option is supposed to create a Contact in SFDC if the Ticket requester is not found in SFDC.

    The Contact is NOT being created in SFDC.
    I'm using Contacts Sync to Users, with the Email as Matching Criteria.
    When a Ticket is created in ZD, a Case is created in SFDC, linked to an Account if pertinent, however NOT linked to any Contact, as a Contact is not being created.

    Please help!

     

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  • Anika Rani Dwight Bussman Can you please respond to my post from almost a week ago? Thanks!

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  • Dwight Bussman
    Zendesk team member

    Hi Reuven Shelef (ZD Dev at OUT OF THE BOX Consulting)

    Thanks for the reminder on your earlier post: we try to answer everything in a timely fashion but this one slipped through a gap in my process and for that I am sorry.

    To your 3 questions:

    1. I am raising a ticket to our documentation team to bring this article up to date with the current functionality.

    2. The "Map your Zendesk Support user ID to a Salesforce Contact field" is an option that allows you to specify a field into which the zendesk user_id of the requester can be placed on a newly-created contact.

    3. I've encountered a few different instances where our integration fails to create contact records in spite of having that setting enabled. The following are the reasons I've seen this occur: 
      * required contact fields - if there are required contact fields, these would need to be populated via our sync. This would involve mapping the field in the Contact Sync settings, as those field-mappings are also used for the creation of new contacts in SFDC.
      validation rules - if there are validation-rules for contacts, these could cause creation-failure
      * APEX triggers/workflows - if there are apex triggers/workflow processes that occur when a contact is created, making sure these can execute properly with the information being sent over from Zendesk.
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  • Dwight Bussman Thanks for responding. 

    Re #3:
    The only Required field on the Contact object is Last Name. SFDC's "Full Name" is mapped to ZD's
    "Name". There is no option to map the Last Name field (and I do not believe that this would be needed).
    No Validation Rules.
    No Process Builder / Workflows / Apex running upon Contact creation.

    I've responded to the ticket.

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  • Dwight Bussman
    Zendesk team member

    Just to close the loop here: we've identified an issue where the "create contact if no match" will fail if there is a formula field mapped in the contact > user sync settings. Formula fields are read-only in SFDC. Has been escalated to our Devs as a bug. Thanks for bringing it to our attention

     

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  • Noor Fazli

    For Ticket sync from Zendesk to Salesforce Case , email notifications are not working for auto-assign Case rules, although upon manul creation of Case we do receive assignment emails,when contacted Salesforce support they notified tus hat this is product limitation and API generated cases needs to have "EmailHeader" with "triggerUserEmail" enabled at API level.

    https://help.salesforce.com/articleView?id=000323134&type=1&mode=1

    We can not find the option to enable triggerUserEmail for EmailHeader or EmailHeader for that matter in Salesfore Ticket sync settings, Is this something Zendesk can help us with?.

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  • Dwight Bussman
    Zendesk team member

    Hi Noor Fazli

    If those fields are not available with the Ticket Sync Settings, it sounds like this will need to be handled within Salesforce with a custom workflow or trigger. Such custom work is outside the scope of what our Support team can assist with. 

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  • Bruce Bye

    There is a similar issue to the one Steven points out, but with no workaround that I can see.  Salesforce Case object Description field has character limit of 32000.  Since this is a built-in it is unchangeable (people have been asking SF to increase it for several years though!!)

    If someone raises a ticket with a longer text body than this, it will fail to sync to SF.  Please can the integration do something sensible (like truncating the text if that's the best that can be achieved) rather than fail the sync?

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  • Dwight Bussman
    Zendesk team member

    Bruce Bye

    Good catch on that character limit. I'll reach out to our Developers to see if they can add some truncation logic to the Case-creation flow. 

    Cheers!

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