Setting up Ticket View in Salesforce

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39 Comments

  • Dwight Bussman
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    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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  • eng
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    Your instructions have been very good and accurate up to a particular point on this page, but then I've encountered multiple ambiguities that are leaving me stuck. 

    I successfully completed the "Enabling and configuring Ticket View for Salesforce".  But it is not clear what is the next step.  Your instructions say...

    OK, but I was able to install the ticket view package, so I assume that means I can skip that step, right?  OK, then what is the next step then? 

    Is it this ? ...


    I never created a Lighting component or Visualforce page, but your instructions are very vague at this point on what I should do next, so I guess I'll go ahead and try this step.  But, then I immediately run into a problem...

    But I have no "Edit Page" in my "Setup" cog...

    I do have "Edit Object", so let's take a wild stab at that....

     

    Bzzzt, gong.... not at all the same screen you show in your instructions. 

    So, I'm kinda stuck here. 

    Also, another issue with your instructions on this page... the second to the last step on this page is...

    I *can* successfully complete this step, but then at step 4, you say...

    Ummm... but then the instructions end.  Where is the "Setting up Ticket View" section?  Wait, that's actually the main title of this web page... so now I'm really confused... this step is referring to a previous step?  I don't get it.

    Please help.  Thank you!



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  • Dwight Bussman
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    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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  • Nevena Imetska
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    Hi Dwight Bussman,

    We are using both the ticket sync to cases and the tickets view. Both working fine, but I was wondering if there is any way I can setup the ticket view component for the Cases. We would like to be able use the ticket view on the Case to review comments which are currently not synced with Salesforce. When added to accounts and contacts the ticket view displays the tickets list but when added to cases it doesn't show anything. 

    Thanks,

    Nevena Imetska

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  • Dwight Bussman
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    Hi Nevena,

    The ticket-view is only available on the following objects:

    • Account
    • Contact
    • Lead
    • Opportunity

    This is likely why you're not seeing any results on the Case object. 

    Could you please clarify the workflow that your Sales folks are using to pull up those cases? Rather than looking at the case objects themselves, could they just use the view on the Account/Contact area instead? The Case object is intended more for reporting/workflow purposes, whereas the ticket-view is meant to give that granular comment-level detail.

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  • Anika Rani
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    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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  • Spoof poof
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    Any updates on allowing clients or users to modify the columns that is shown from the ticket view?

    I think this is a huge gap with the current ticket view given that most clients create custom fields that are critical to the tickets being managed in Zendesk, and providing that option would allow clients to view those critical information from the get-go in the Ticket View component in Salesforce

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  • Steven Aranaga
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    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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  • Dwight Bussman
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    HeyO Steven Aranaga

    Both of these questions have a few possible causes/approaches, depending on your setup. I'd recommend raising a ticket with our Support folks to take a closer look into this on your behalf. 

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