Using Ticket View in Salesforce

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18 Comments

  • Krzysztof Nowacki

    I just saw it on mobile and is not sadly looking great. The CSS is not optimized to read/check the tickets. Will it be updated?

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  • Anika Rani
    Zendesk Product Manager

    Hi Krysztof, Ticket View is not designed for mobile. We'll look at supporting this in the future, but for now the optimal view is on a web browser. 

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  • Mark O'Brien

    Is it possible to customize which fields appear in ticket view? I'm interested in seeing the Requester as a column in ticket view on the accounts page.

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  • Kristen Sensenig

    [EDIT: I figured out the Visualforce page issue. You can ignore that part]

    I [still] also echo Mark O'Brien's question above. We need to be able to customize what information appears in the ticket view.

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  • Anika Rani
    Zendesk Product Manager

    Mark O'Brien It is not currently possible to customise any fields in ticket view. We will consider this as an enhancement for later this year, as we've received a number of requests to modify the ticket list columns. 

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  • Josh Sheers

    I am getting an error of "You do not have the level of access necessary to view this application" when trying to access the Ticket View in Salesforce. Is it necessary to attach Zendesk credentials to the Ticket View in order to see Tickets/Comments? Our Sales department uses Salesforce and does not have Zendesk licenses.

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  • Tony Ho

    I would like to also +1 my request for having the ability to select/customize what fields we have show in the ticket view section.

    Use case here is that my Success and Sales teams would like to know, at a glance, which point of contact within Support the user was also interacting with - without having to click into the ticket to find out.

    Thanks!

     

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  • Lauren LaMonte

    Is there any way to auto-populate the fields on the Ticket form within Salesforce? A lot of the values can be pulled from the SF record that's tied to the Ticket which would alleviate a lot of manual & duplicative of work. Thanks!

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  • Ryan Dunlap

    Is there a way to search for tickets by the ticket number?

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  • Nikola Pejak

    I have configured this integration and we can see Zendesk tickets in Salesforce. The question I have is - can we create some ticketing reports in salesforce? Whatever I do, I don't see any records in the report. 

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  • Dwight Bussman
    Zendesk team member

    Ryan Dunlap - there is not currently a way to search for tickets within the ticket-view based on ID.

     

    Hi Nikola,

    There are a few different pieces here that I'd like to sort out.

    1. You've asked this question within the Ticket View article, but this view doesn't actually create any objects in Salesforce.

    2. If you'd like to do Salesforce reporting, you'll want to use the Ticket Sync functionality

    3. The objects created by that Ticket Sync will be Case objects, so really you'll be reporting on Cases, not Zendesk tickets.

    4. If you had installed our Legacy Ticket Sync, that sync relied on a custom Zendesk Support Ticket object, and created reports to go along with that object: These reports will not apply to the Case object used by the current integration.
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  • Ian Pylvainen

    Is there any way to add a hyperlink to the ticket details and info displayed in Ticket View to link back to the associated ticket in Zendesk?

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  • Dwight Bussman
    Zendesk team member

    Ian Pylvainen

    That's a good idea for future development, but that's not available at this time. The Ticket View columns aren't customizable.

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  • Vidhya_Vijay

    When do you think the Salesforce ticket view will be able to 

    1. Search for an issue

    2. Customize what fields show up. 

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  • Avery Sullivan

    To bump the comment above, now that I've installed the new v2 package, users are seeing the "You do not have the level of access necessary to view this application" when trying to access the Ticket View in Salesforce. Is it necessary to attach Zendesk credentials to the Ticket View in order to see Tickets/Comments? Most of the company that consumes this data doesn't have ZD credentials. 

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  • Dwight Bussman
    Zendesk team member

    Hi Avery Sullivan

    There's a few reasons this might be the case. First, I'd make sure you've followed the initial setup steps https://support.zendesk.com/hc/en-us/articles/360038232533#topic_n1c_jtm_4jb to grant profile access to the profiles of the users in question. 

    If that's already in place, my next thought is that you might be using the visualforce pages, which have their own separate security. To check this, please see the final point in https://support.zendesk.com/hc/en-us/articles/360053926013 

    If that still doesn't resolve this issue, please contact our support team to look into this further.

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  • Avery Sullivan

    Dwight Bussman This worked! Apologies, I missed this in the documentation. Thanks so much for the quick reply here. 

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  • Dwight Bussman
    Zendesk team member

    Avery Sullivan - glad to hear that worked :) You're def. not the first to have missed that in the documentation. I'm reaching out to our Docs team to have that article re-arranged slightly to clarify so others aren't similarly affected.

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