Setting up Ticket Sync from Zendesk to Salesforce

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104 Comments

  • Mike Hoover

    Hi Zendesk,

    Could you please explain to me what this error means in the screenshot below?
    By the way, the Salesforce case into Zendesk tickets does not work, but Ticket as a View works without any problems.
    Thanks!

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  • Brett Bowser
    Zendesk Community Team

    Hey Mike,

    One of our agents will follow-up with you in a ticket to collect additional information.

    Thanks for sharing this with us!

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  • Nate Stuyvesant

    If Zendesk_Ticket_View were able to be placed on a Lightning Record Page for Case opening to the detail of the Zendesk Ticket based on the related Case.Zendesk_Support_Ticket_ID__c, then it would be a good substitute for the lack of Zendesk Comment synchronization.

    If I put a Zendesk_Ticket_View on the Case Lightning Record Page, no Zendesk Tickets are shown in the list. My assumption is that it was only designed to go on the Account Lighting Record Page.

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  • Dwight Bussman
    Zendesk team member

    Yep - per https://support.zendesk.com/hc/en-us/articles/360037825954 the Ticket View will only work from the Account, Contact, Lead, or Opportunity pages. It is not designed to work from the Case page.

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  • Nate Stuyvesant

    Right - which is problematic. It means you cannot see ticket comments from within the Case page. You have to jump to Account scroll to the Zendesk Ticket View, find the ticket in the list then click on it to see the comments.

    It's a lot of steps - not easily navigated quickly.

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  • Dwight Bussman
    Zendesk team member

    Ah - now I think I understand. I'll definitely share that feedback with the team that build the integration. My understanding is that they'd intended folks to use the Cases more for reporting purposes, and the Ticket View (from the aforementioned 4 objects) for looking into comments.

    Given that each ticket has a unique ID that's stored in a hidden case-field, I suspect it'd be possible to modify the ticket view to embed within the case-page and look up its ticket counterpart based on this field. 

    Thanks for the feedback!

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  • Tal Admon

    +1 for having the ticket view in Case records.
    Great suggestion, Nate!

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  • Dan Heintzelman

    Not sure if this is any use to anyone, especially you Nate Stuyvesant, but I created a formula filed in Salesforce that concatenates my Zendesk Domain with the ticketID that get's synced in, so that if I want to pull up zendesk directly from the case record, I can do that from a report, or from a list view. First screen shows you what it looks like. 

    Type is a "Formula" field that returns TEXT.

    The Formula looks like this:

    HYPERLINK("https://{yourdomainhere}.zendesk.com/agent/tickets/" + Zendesk_Support_Ticket_ID__c ,"#" + Zendesk_Support_Ticket_ID__c + ": Click to open in Zendesk" , '_blank')

    The current Zendesk/Salesforce Case Viewer component we use on the account object for viewing a collection of cases and their statuses, but we don't really interact with them there because it is a bit clunky. SF reporting is so powerful though so it's really easy for us to look at our cases from a report then use the link to open them (from a management perspective). I'd like to see the integration evolve to either having the option to sync ticket comments (as mentioned previously) or as Nate Stuyvesant has said, a viewer on the case object, but maybe it would work better as a canvas/iframe into the actual ZD viewer.

     

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  • Dave Dyson
    Zendesk Community Team

    Hi Dan, thanks for the tip! Would you mind posting this to our User Tips & Tricks topic? That way more users might find it.

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  • Lakshmi Prasath

    We have a view under Accounts to see Zendesk tickets. Which is not showing now in accounts page. the package is already installed. How to activate this?

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  • Dwight Bussman
    Zendesk team member

    heyO Lakshmi Prasath

    It sounds like you're asking about the Ticket View functionality - please take a look at that documentation for how to set that up/enable that feature. Feel free to reach out to our support team as documented here for help with that: https://support.zendesk.com/hc/en-us/articles/360026614173-Contacting-Zendesk-Customer-Support 

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  • Lakshmi Prasath

    Dwight Bussman. Where can I find the documentation for that setup?

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  • Lakshmi Prasath

    The integration app was installed by my predecessor and I am trying to resolve the issue of tickets not synced under Account Object in Salesforce.

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  • Dwight Bussman
    Zendesk team member

    Hi Lakshmi,

    I'd like to take this conversation to a ticket (or better yet, a screen-sharing session) so we can get to the bottom of this matter. A member of our team will reach out shortly to set up such a conversation.

    Thanks,

    Dwight B. | Customer Advocate

    Zendesk Experience Research Panel

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