Setting up Ticket View in Salesforce

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59 Comments

  • Ian Pylvainen

    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? 

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  • Brett Bowser
    Zendesk Community Team

    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!

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  • Dwight Bussman
    Zendesk team member

    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.

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  • Dwight Bussman
    Zendesk team member

    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.

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  • Tyler

    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.

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  • Dwight Bussman
    Zendesk team member

    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:

    • The ability to see ticket comments
    • The ability to create new tickets/update existing tickets for uses who have linked agent credentials

    Hopefully this helps to answer your question!

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  • Emelie Stjernquist

    Dwight Bussman

    Okey, thank you for confirming and the possible options in this case.

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  • Candice Chu

    What permissions are required for users to see this app once installed? 

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  • VLAD

    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.

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  • Dwight Bussman
    Zendesk team member

    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:

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  • Dwight Bussman
    Zendesk team member

    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.

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  • Dwight Bussman
    Zendesk team member

    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.

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  • Alexander Ryzhenko

    Hello guys,

    is there currently a way to modify the Ticket View component / Visualforce page?

    Best,

    Alex

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  • James Pink

    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?

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  • Avery Sullivan

    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. 

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  • Anika Rani
    Zendesk Product Manager

    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. 

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  • Anika Rani
    Zendesk Product Manager

    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! 

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  • Dwight Bussman
    Zendesk team member

    HeyO Joel Mayer

    There are a few things that could lead to this:

    1. The app-specific permissions listed in https://support.zendesk.com/hc/en-us/articles/360038232533#topic_n1c_jtm_4jb 

    2. The profile permissions of the user in question - making sure they have access to the SFDC API, the Canvas App, and the field used for filtering within the Field Matching section
    3. If you're using the Visualforce pages (as opposed of the Lightning component), you may also need to grant non-admin profiles access to the visualforce page: Salesforce > Setup > Custom Code > Visualforce Pages > Zendesk_Ticket_View_Account > (security)

    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.

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  • Steven Aranaga

    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?

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  • Craig

    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? 

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  • Craig

    Hi Brett Bowser, yes I've attempted in another browser (including Incognito) and it still continues to stall... please help :( 

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  • Gaylene Dickens

    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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  • Cory LaPlante

    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?

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  • Dwight Bussman
    Zendesk team member

    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.

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  • Dwight Bussman
    Zendesk team member

    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.

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  • Dwight Bussman
    Zendesk team member

    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

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  • Amber Barnes

    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.

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  • Dwight Bussman
    Zendesk team member

    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:

    • account
    • contact
    • lead
    • opportunity

    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:

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  • Dwight Bussman
    Zendesk team member

    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.

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  • Devan - Community Manager
    Zendesk Community Team

    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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