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.
Note: If you see the message "No tickets in this list," it means your organizations in Zendesk don't have users assigned to them.
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,
61 Comments
Hi,
is this tutorial about the new or old Zendesk-Salesforce integration? With old integration i mean the integration based on the Salesforce managed package.
"Starting January 30, 2020, the legacy Salesforce integration managed package will be deprecated and replaced by the Salesforce Integration built on Zendesk that is a Generally Available release on 18 November 2019".
Thank you!
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.
@Tyler We have the same issue. We can't continue with the setup. We tried disconnecting the configuration and setting it up anew, but it's still happening.
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.
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?
@James
This error you are getting implies that you haven't finished the setup, most likely you have not enabled and saved the Ticket View configuration in Admin Center. The package installation won't affect this at all, your manual lightning component will work.
For anyone who is having issues with installing the Ticket View package, please ensure you have modify access to the Salesforce metadata API. This is required for the package to install.
If your installation button is stalling, we will reset this for you via the tickets linked to each of your comments.
@Joe
This Help Center article refers to the new integration. Any articles relating to the old integration are now prefixed with "Legacy" in the title. Hope that helps!
Hi @anika, thanks for the information! Do you mean that our profile in Salesforce should have the metadata API access? Also, our installation button is stalling, so could you reset it please. Thanks.
Craig
The profile of the user that was used to authenticate to the integration, needs to have modify access to the metadata API.
We have resolved the issue with the Install button stalling. The button will now automatically reset after 30 minutes, so please try again after reviewing your API settings.
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?
Hey Craig,
Does the install button still stall when you attempt this in another browser? Or possibly an Incognito window?
Hi Brett Bowser, yes I've attempted in another browser (including Incognito) and it still continues to stall... please help :(
Hey Craig,
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!
One thing that wasn't totally clear about this guide was that after Ticket View was set up, there are more steps required in order to get the new Zendesk Tickets pane to show up on the Accounts page. In Salesforce setup, go to Object Manager -> Lightning Record Pages, edit the layout for the default org view, and add the new Zendesk_NGSFDC_Ticket_View
I change my Salesforce account temporarily to Admin to set this all up. If I change my Admin role back to a standard user in Salesforce, will the ticket view integration continue to function?
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.
Hello guys,
is there currently a way to modify the Ticket View component / Visualforce page?
Best,
Alex
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!
Thank you, Brett Bowser.
Do you know if it's a custom view they are displaying (not sitting within Zendesk itself and tailored to the component) or is there anything that could be changed within Zendesk that could affect the view in Salesforce?
I have a business user asking whether custom columns can be added (and whether maybe those columns need to be added to a view in Zendesk).
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.
Hi there,
I have just finished setting up the new integration, or so I thought...
I am encountering this error message in Salesforce :
"Authentication between Salesforce and Zendesk is not complete. Please contact your administrator to complete setup in Zendesk Admin Center."
However your matching required action didn't solve it for me as I am already connected (see screenshot)
To give you some context : I am our SF org administrator but I am borrowing a Zendesk user access to do the set up. The ticket view and lightning component have both been successfully set up. We also have access to SF info in the SF app on ticket view in Zendesk. This is the only issue I found but I can't seem to be able to solve it...
This is our Zendesk domain : kisskissbankbank.zendesk.com
Looking forward to you reply!
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.
Can you send it to pierre.boivin@lendopolis.com please, Kissbot is the user access I am using for Zendesk setup, I don't have access to emails sent to this address.
Hi, I am just a very new Zendesk user and would like to ask several questions which are at very beginner level.
Why the status is "No tickets in the list"? I have just created "New Ticket" and the ticket has successfully connected to Zendesk, but I can't see it here. May I know why kind of tickets will appear here? Sounds a silly question but I will be grateful for your replies!
Hey ソンイン ヨ,
I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this. It sounds like this could be a bug so they should be able to assist further.
Cheers!
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?
What permissions are required for users to see this app once installed?
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:
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?
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