Setting up Ticket View in Salesforce

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47 Comments

  • Joe

    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!

     

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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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  • Christine

    @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.

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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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  • 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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  • Anika Rani
    Zendesk Product Manager

    @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.

     

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  • Anika Rani
    Zendesk Product Manager

    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. 

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  • Anika Rani
    Zendesk Product Manager

    @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! 

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  • Craig

    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. 

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  • Anika Rani
    Zendesk Product Manager

    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. 

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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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  • Brett Bowser
    Zendesk Community Team

    Hey Craig,

    Does the install button still stall when you attempt this in another browser? Or possibly an Incognito window?

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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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  • Brett Bowser
    Zendesk Community Team

    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!

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  • Mark O'Brien

    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

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  • Kevin Chan

    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?

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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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  • Alexander Ryzhenko

    Hello guys,

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

    Best,

    Alex

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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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  • Alexander Ryzhenko

    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).

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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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  • Kissbot

    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!

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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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  • Kissbot

    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.

    0

    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! 

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  • Brett Bowser
    Zendesk Community Team

    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!

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  • 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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  • Candice Chu

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

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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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  • 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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