This article describes setting up a view of Zendesk tickets for your users in Salesforce. This feature queries Zendesk Support in real-time from the Account, Contact, Lead, and Opportunity pages and does not store any Zendesk data in Salesforce.
Before creating a ticket view in Salesforce, you will need to Set up your Zendesk for Salesforce integration.
This article includes the following topics:
- Enabling and configuring Ticket View for Salesforce
- Adding a Lightning component or Visualforce page to your Salesforce page
- Checking if Ticket View has successfully installed
- Enabling profiles to view Ticket View
Related information:
Enabling and configuring Ticket View for Salesforce
The ticket view feature is a view of your Zendesk tickets in Salesforce. It is configured in your Admin Center.
To enable and configure Ticket View
- In your Zendesk Admin Center, click the Integrations icon (
) in the left sidebar.
- Next to Salesforce, click Configure.
- If you installed the managed package when setting up your Zendesk to Salesforce connection, you can enable Ticket View. Continue to step 7.
- If you did not install the managed package during installation, click Install managed package. The package installs a Lightning component and Visualforce component in your Salesforce account that will be used for Ticket View. We recommend you select "Install for All Users". Users who are not granted access will not be able to view Zendesk tickets in Salesforce.
- Click Install.
- After installation of the package is complete, return to Admin Center and refresh the Ticket View page.
- Select the Enable Ticket View checkbox.
- In the Field Matching section, configure the matching criteria to filter which tickets are displayed in Salesforce.
The default criteria for how tickets are displayed on Salesforce pages are:
- Find account tickets by: Show tickets where the ticket requester's Zendesk organization name matches the Salesforce account name. Person Accounts are also supported by selecting Ticket requester email and under Using Salesforce field, selecting Person Account Email Address"
- Find contact tickets by: Show tickets where the requester email address matches the Salesforce contact email
- Find opportunity tickets by: Show tickets where the ticket requester’s Zendesk organization name matches the Salesforce account name
-
Find lead tickets by: Show tickets where the requester email address matches the Salesforce contact email
You can also set the account-wide filtering and ticket sorting displayed in Salesforce. By default, all unclosed tickets, sorted by descending status are shown.
The field used for matching within Salesforce needs to be visible to Salesforce users looking at Ticket View. The minimum requirement is read-access only.
Each Salesforce user can set their personal default filtering and sorting by changing this in the Zendesk UI in Salesforce.
- After you’ve enabled and configured your Ticket View settings, click Save.
Adding a Lightning component or Visualforce page to your Salesforce page
After installing the managed package, you need to add the Lightning component or Visualforce page to your Salesforce Contact, Lead, or Opportunity pages to display Zendesk tickets. If you choose to add a Lightning component, you must have a Salesforce My Domain subdomain.
To add a Lightning component or Visualforce page to your Salesforce page
- In Salesforce, click on the App Launcher icon in the upper left, select View All, then click the link to an Accounts, Contacts, Leads, or Opportunities page.
- Select the Account, Contact, Lead, or Opportunity object.
- Navigate to edit page by clicking on the cog icon on the upper right, and select Edit Page.
- If you wish to use the Lightning component, find your Lightning component listed under "Custom" in the list of components on the left. Remember, this only works if you have My Domain enabled.
- Drag Zendesk_Ticket_View onto the page. If you installed the previous version of the app, it will be listed as Zendesk_NGSFDC_Ticket_View. This is no longer used for setting up Ticket View.
- If you wish to use the Visualforce page, find the Visualforce component listed under Standard on the left sidebar.
- Drag the Visualforce page onto the page layout and select the "Zendesk_Ticket_View_Account" on the right sidebar under the "Visualforce Page Name" menu. Repeat this step for the Contact, Lead and Opportunity pages.
- Click Save to update.
- Navigate to your Salesforce page, and a view of your Zendesk tickets appears, as shown in the example below.
If agents encounter permission errors when viewing tickets, check that the user profiles in Salesforce have access to Zendesk tickets. For more information, see Setting up user access to Zendesk tickets in Salesforce.
Checking if Ticket View has successfully installed
The following procedure helps you check if Ticket View has successfully installed in Salesforce.
- Go to Salesforce > Setup > Deployment Status.
- Check the deployment time when you installed the package and see if the deployment was successful or failed. If deployment failed, Salesforce will provide you with detailed errors. Review the errors and resolve them. If you are unable to resolve them, contact Zendesk Support and provide a screenshot of the error.
- Check if the components were successfully created.
For the Lightning component, go to Salesforce > Setup > Lightning Components > Zendesk_Ticket_View
For the Visualforce page, go to Salesforce > Setup > Visualforce Pages > Zendesk_Ticket_View
To resolve issues with your Ticket View configuration, see Resolving Ticket View errors.
Enabling profiles to view Ticket View
Profiles that require visibility of the Ticket View feature can be enabled in Visualforce pages.
To enable profiles to view Ticket View
- In Salesforce, go to Setup > Custom Code > Visualforce Pages.
- Next to the label which includes "Zendesk_Ticket_View_Contact", "Zendesk_Ticket_View_Lead", "Zendesk_Ticket_View_Opportunity", and "Zendesk_Ticket_View_Account", click Security under the Action column.
- Select Profiles from Available Profiles, add them to Enabled Profiles, then click Save,
59 Comments
Hi, I installed the Ticket View package, and it appears to have installed correctly w/ no errors per your guide above, but I don't see it on any of my Salesforce pages - is there something that needs to be done to add it to those pages as with the Visualforce or Lightning component instructions above?
Hey Alexander,
I confirmed with one of our Salesforce experts and it looks like this cannot be modified at this time.
Let me know if you have any other questions!
Avery Sullivan
Good news: there are plans afoot to bring back the ability to populate a field in SFDC with the ID of the related organization. This should be coming quite soon. That will be populated via the Data Sync feature. I recommend following that article to be informed when that feature rolls out.
Emelie Stjernquist
Currently our Ticket View is a fixed quantity: there is not a way to hide fields/functionality (apart from the creation/editing capability which requires a linked zendesk agent).
It may be possible to cobble together a ticket-sync workflow that makes those ticket-related case-fields invisible to most SFDC users, but that's only going to show tickets synced from this point forward, and wouldn't include tickets which had closed prior to the activation of the sync.
My Salesforce admin and I were able to successfully connect our instance to Zendesk today, but now when I go to install the ticket view package so we can see our tickets over on SFDC, it just shows three dots bouncing around like it's installing, but it's been like that for the last few hours. Just wondering if there are any ideas about what's happening there or how to get it to finalize the installation.
Hi Gaylene,
Just to confirm, are you talking about sending tickets over into Salesforce as Case objects? If so, then the Ticket View offers a few options that the Case object wouldn't: most notably:
Hopefully this helps to answer your question!
Dwight Bussman
Okey, thank you for confirming and the possible options in this case.
What permissions are required for users to see this app once installed?
Hi,
I've integrated Salesforce with Zendesk and got "Deploy: Succeeded" but in the Zendesk Support Tickets window It shows "No tickets in this list" but I got them in my Zendesk profile. Also, there are no new tickets when I create them in Zendesk.
Hi Candice,
It depends somewhat on which object is used to view the tickets. If the Lightning Component, I believe the only other permission required is that the user has API Enabled on their profile.
If the Visualforce page is what's been used, you may also need to go into the Visualforce Pages section in setup, and click on Security to specifically grant access to the profiles of the users in question:
Cory LaPlante
That example you gave should work: so long as the ticket itself belongs to the correct organization, org-matching doesn't take the requester into account (unless set as described above).
This workflow requires the Account Managers to belong to any organization they're supporting, as a ticket can only belong to an organization to which its requester belongs.
Primary organization simply determines the default org for a newly-created ticket for a given requester.
Hi Alexander,
These visualforce pages/lightning components are currently hard-coded to contain their current columns: there is no flexibility to change which columns are displayed. That said, I believe this is something our team is looking into potentially adding at some point in the future.
Hello guys,
is there currently a way to modify the Ticket View component / Visualforce page?
Best,
Alex
I am also facing the issue above. I have gone ahead and manually created the lightning component (code snippit for this should be included in the documentation as a lot of people won't want to give zendesk permissions to deploy to Salesforce).
This however is showing the error that "Authentication between Salesforce and Zendesk is not complete.". Is this being blocked because of that package install constantly running, and is there anything I can do to move forward?
Thanks Dwight Bussman !
I've been following that article and it doesn't appear this feature has yet launched. Is there specific verbiage I should keep an eye out for / do you have any insight into the timeline for this feature? We're unable to use Zendesk data with any of our BI tools right now as the v1 SFDC integration is suspended and v2 doesn't have this feature to associate the Organizations.
Kevin Chan the user used to authenticate from Salesforce to Zendesk must belong to a Salesforce Administrator user profile. If you change this to a standard user, the integration will disconnect and you'll need to re-authenticate using an admin profile.
Update: We have released changes to the setup process for Ticket View, making it easier to start viewing tickets in Salesforce. This requires the installation of a Salesforce Managed package, which you can install during the setup process or on the Ticket View configuration page in Admin Center. Installing the Managed Package will automatically create the lightning component and visualforce page (VFP) in your Salesforce account.
What happens if you are already using the integration and Ticket View?
You can continue to use Ticket View without disruption. The next time you disconnect and reconnect, you will go through the new setup process and need to install the Managed Package. You'll then need to add the new lightning component or VFP to your Account, Contact, Lead and/or Opportunity pages and remove the old ones.
Don't worry, all your Ticket View configuration settings will be saved.
Please post any questions in the comments!
HeyO Joel Mayer
There are a few things that could lead to this:
If the above still don't get this view working for you, please reach out to our support team to look into this matter for your account more closely.
We recently had to disconnect and reconnect our new integration and have the following issues:
1. I am getting these on my normal users, but the integration user that I used to make the connection shows current tickets.
2. How do I delete ALL other Zendesk integrations after this is setup?
Thanks Anika Rani
The user now has modify access to the metadata API, however the install button is still stalling in the UI... can you help please?
Hi Brett Bowser, yes I've attempted in another browser (including Incognito) and it still continues to stall... please help :(
Since the integration is using the standard object I used the standard related list view. Are there fields available using the visual force or lightning component that aren't on the standard view?
Dwight Bussman,
You are correct that the current requester isn't who we want to match against in Salesforce. But it's less a problem of the requester and more a problem of the organization. No communication with the external customer is taking place in Zendesk at all. Account managers are reaching out to the rest of the internal support team within our organization. So the real "requester" is an external organization on the whole, rather than an individual.
Let's use the example where an account manager has three clients. If we were to add each one as an organization under that account manager's user profile, would setting the correct Org on a ticket and changing the field matching on the integration to Organization Name work? Meaning, would the information push to Salesforce based on the ticket Org specifically, or based on the primary Org of the user?
Hi Sal,
This typically means precisely what the error message indicates: that this SFDC instance has is already linked with a different instance of zendesk. If you're on a plan-level that allows for a sandbox instance of Zendesk, I would advise starting by checking to insure that's not linked to this Salesforce account.
If you're not sure where that might be linked, please contact our Support team who can look in our logs to see where this is connected.
Hi Kissbot,
I'm raising a ticket for you to collect some more information about the failure you're experiencing as I have some follow-up questions that would be easier to address in a ticket or on a screen-share.
Please expect a ticket from me shortly. Thanks for reaching out.
Hi Eng,
Thanks for calling out the lack of clarity in our documentation. I'll try to explain here, but it may be easier to hop onto a screen-sharing session or cover this within a ticket.
You mention "I never created a Lighting component or Visualforce page", but you mentioned that you were able to install the ticket view package. Per our documentation:
The reason that you're not seeing an "Edit Page" option is that you're not in a specific account, you're looking at the list of accounts. If you click into one of them and then go to the Setup menu you should see that option.
I'm going to flag this article to add a step in between points 2 & 3 to clarify this:
Please let me know if this helps you to get things set up.
Thanks for the feedback
Is it possible at all to add filters to the ticket view? We want to be able to filter out tickets within certain groups from the view.
Hi VLAD - it looks like you've put the Ticket View onto the HOME page in SFDC, but it's actually designed to be run from one of the following pages:
Could you please try putting it onto the Contact page instead, and then opening a contact with matching tickets in Zendesk? The criteria on which the ticket view finds tickets can be found here:
HeyO Lauren Gallant
When viewing a ticket within the Ticket View, there's nothing that's actually synced per se (as there is no object within Salesforce). It sounds like you may mean to describe the ticket sync instead, which operates by creating/updating Case objects in SFDC based on ticket activity in Zendesk. Those Cases will only carry the first comment from the ticket in their Description field - subsequent comments are not synced over.
If you'd like to see ticket comments, the complete history of a ticket should be visible within the Ticket View. That said, they aren't really synced in: only visible within the lightning/visualforce view. Hopefully that helps to clear things up a bit.
Hello Tyler & Christine,
I've gone ahead and created tickets on your behalf so our Advocacy team can look into this further for you. We are aware of this potential issue and currently in the process of developing a fix for it. We appreciate your understanding as we remedy this.
Best regards.
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