Setting up Ticket View in Salesforce

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
• Creating a Lightning component or Visualforce page
• Adding a Lightning component or Visualforce page to your Salesforce page
• Checking if Ticket View has successfully installed
• Resolving ticket view errors

Related information:

• Salesforce integration resources

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

1. In your Zendesk Admin Center, select Integrations in the left navigation pane.
   
   
2. Next to Salesforce, click Configure.
3. Select the Ticket View tab, and in Ticket view package, click Install. The package installs a Lightning component and Visualforce page in your Salesforce account. If you can't install the ticket view package, see Creating a Lightning component or Visualforce page.
   
4. Select the Enable Ticket View checkbox.
   
   
5. 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.
   • 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.

   Each Salesforce user can set their personal default filtering and sorting by changing this in the Zendesk UI in Salesforce.

6. After you’ve enabled and configured your Ticket View settings, click Save.

Creating a Lightning component or Visualforce page

If you are unable to install the ticket view package, you can either create a Lightning component or Visualforce page as described in the following subsections.

Option 1: Create a Lightning component

We recommend creating a Lightning component to get the most optimised Lightning UI experience and support for responsive resizing. To add a Lightning component, you must have a Salesforce My Domain subdomain.

To create a Lightning component

1. In Salesforce, In Salesforce, click on the cog in the top right pane, and click DeveloperConsole.
2. In the Developer Console, click File > New > Lightning Component. A New Lightning Bundle window will open.
3. Enter a name and description for the Lightning Bundle.
4. In the Developer Console, add the following code:

   <aura:component implements="force:appHostable, flexipage:availableForAllPageTypes, force:hasRecordId" access="global" >
     <aura:attribute name="recordId" type="String" />
     <aura:attribute name="jf" type="String" default='{"recordId":"' />
     <aura:attribute name="je" type="String" default='"}' />
     <force:canvasApp developerName="zendesk_ngsfdc_app" width="100%" height="300px" 
       parameters="{!v.jf + v.recordId + v.je}">
     </force:canvasApp> 
   </aura:component>

5. Locate the API name of your Connected App by navigating to Setup > Apps > App Manager, and in the Connected App listing in the right dropdown menu, and click View.
6. Copy the API Name value, and replace API name of your connected app in the code in your Developer Console.
7. In your Developer Console, click File > Save.

Option 2: Create a Visualforce page

If you are using Salesforce Classic, you can create Visualforce page as part of the ticket view setup process.

To create a Visualforce page

1. Create a Visualforce page by clicking on the cog icon and selecting Developer Console.
2. In the Developer Console, click on File > New > Visualforce Page.
3. In the new file, add the following code:

   <apex:page standardController="Account">
   <apex:canvasApp applicationName="API name of your Connected App" width="100%"/>
   </apex:page>

4. To add a Visualforce page to a Contact object, create another Visualforce page and add the following code:

   <apex:page standardController="Contact">
   <apex:canvasApp applicationName="zendesk_ngsfdc_app" width="100%"/>
   </apex:page>

5. Locate the API name of your Connected App by navigating to Setup > Apps > App Manager, and in the Connected App listing in the right dropdown menu, click View.
6. Copy the API Name value, and replace API name of your connected app in the code in your Developer Console.
7. In your Developer Console, click File > Save.
8. Navigate to setup by clicking on the cog on the top right, and select Setup.
9. In the left navigation pane, select Custom Code > Visualforce Pages.
10. Select your Visualforce page, and click Edit.
11. Enable Available for Lightning Experience, Lightning Communities, and the mobile app.
12. Click Save to update the Visualforce page.

Adding a Lightning component or Visualforce page to your Salesforce page

After installing the ticket view package, you can 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 your Lightning component or Visualforce page to your Salesforce page

1. In Salesforce, click on the App Launcher icon in the upper left, and select an Account, Contacts, Leads, or Opportunities page.
   
   
2. Select the Account, Contact, Lead, or Opportunity object.
3. Navigate to edit page by clicking on the cog on the upper right, and select Edit Page.
   
   
4. 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.
5. Drag your Lightning component or Visualforce page into the page.
   
   
6. If you’re using a Visualforce page, change the Visualforce page name on the right to your Visualforce page created above.
7. Click Save to update.
8. Navigate to your Salesforce page, and a view of your Zendesk tickets appears, as shown in the example below.
   
   

Checking if Ticket View has successfully installed

The following procedure helps you check if Ticket View has successfully installed in Salesforce.

To check your Ticket View installation

1. Go to Salesforce > Setup > Deployment Status.
   
2. 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.
3. Check if the components were successfully created.
   For the Lightning component, go to Salesforce > Setup > Lightning Components > Zendesk_NGSFDC_TicketView
   
   For the Visualforce page, go to Salesforce > Setup > Visualforce Pages > Zendesk_NGSFDC_Ticket_View
   
4. If steps 2 and 3 are successful, continue with setting up Ticket View.

Resolving ticket view errors

When you create or update the ticket view in Salesforce, any error messages you may see helps identify where the problem occurred. Use the following table to resolve errors in your ticket view configuration.

Error message	Action required
Authentication between Salesforce and Zendesk is not complete. Please contact your administrator to complete setup in Zendesk Admin Center.	A Zendesk Admin can access the Admin Center and: Select Integrations > Salesforce, and click Connect Click the Ticket view tab, select the Enable Ticket View checkbox Click Save.
Displaying Zendesk Tickets in Salesforce is not enabled. Please contact your administrator to enable this in Zendesk Admin Center.	A Zendesk Admin can access the Admin Center and: Select Integrations > Salesforce, and click Configure. Click the Ticket view tab, select the Enable Ticket View checkbox. Click Save.
The connection between Salesforce and Zendesk was interrupted. Please contact your Administrator to re-authenticate in Zendesk Admin Center.	A Zendesk Admin can access the Admin Center and: Select Integrations > Salesforce, and click Reconnect. Select Configure, select Re-enable Ticket View. Click Save.
The Zendesk user who setup the integration has changed or been removed. Please contact your Administrator to re-authenticate in Zendesk Admin Center.	A Zendesk Admin can access the Admin Center and: Select Integrations > Salesforce, and clickReconnect or Configure. Select Re-enable Ticket View, and click Save.