Using Ticket View in Salesforce

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26 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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  • Brent Friedeman

    Salesforce is changing some things on their mobile app that may impact the Iframe view of tickets in Salesforce


    Will the Zendesk ticket view integration be impacted by this change?

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  • Dwight Bussman
    Zendesk team member

    Brent Friedeman - I'm reaching out to our Developers on this point and will update this thread when I hear back. Thanks for asking about this!

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  • Brent Friedeman

    Just double checking if you'd heard anything back on the Iframe view changes.  Thank you!

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  • Dwight Bussman
    Zendesk team member

    heyO Brent Friedeman - thanks for the reminder! 

    I've just heard back from our Developers who mentioned that the Ticket View (lightning or visualforce) components are not formally tested within the SFDC mobile app. While they may work therein, we can't guarantee that this will be the case. They will continue to test the Desktop version of the SFDC interface to make sure it is unaffected by these changes.

    Please let us know if you encounter issues with that version. I'll reach out to our Documentation team to see that our Ticket View articles (such as this one) reflect the scope of where we'd expect those views to work. Thanks for bringing this to our attention.

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  • Sam Jorgenson

    Hi All, 

    One of the best features about the new API/UI is the ability for a Sales rep/Account Manager to log into Salesforce and see tickets on their accounts.  It looks great and has actually helped sales reps and account managers stay on top of issues rather than walk into a meeting where they plan to discuss revenue with a client only to be hit with a list of open tickets they had no idea about.  Instead, now they are able to have a discussion around tickets, and still talk revenue letting the client know they do have a handle on all known issues/tickets.  

    However, with the latest update from Salesforce around ios14 and this great new Zendesk enhancement for the web, it seems that the Salesforce mobile app is inoperable at the most crucial time...in front of a client.  The scenario goes like this.  The account rep is in front of a client, discussing a variety of things when the sales rep goes to use the salesforce mobile app with the Zendesk application embedded and boom...it breaks and continues to break.  Now what could have been a really positive interaction leaves the sales rep looking like they have zero handle on what is going on with their account because they are left with a broken app.  

    Please fix this :-) 

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  • Naveen Ram

    is it possible to create a ticket in salesforce without manually clicking on the "New Ticket" button on the component?

    Can we perform any automation where we can create a series of tickets without manually clicking that button?

    Also, do we have an object called "Zendesk Ticket" on salesforce where these tickets are getting stored, if yes then we should be able to use that object in the automation tools?

    Please let me know. Thank you.

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  • Dwight Bussman
    Zendesk team member

    Naveen Ram

    Our integration requires clicking the button to create tickets in Zendesk, but if you wanted to have an SFDC tool create tickets in a more automated fashion, you could leverage our REST API: https://developer.zendesk.com/rest_api/docs/support/tickets#create-ticket or https://develop.zendesk.com/hc/en-us/articles/360059146153#creating-a-ticket-with-a-new-requester, but this would involve custom coding outside of our integration.

    As for objects within Salesforce, the ticket view itself doesn't require/create objects in SFDC, but the Ticket Sync can create Case objects. This is a one-way sync from Zendesk to SFDC, so newly-created Cases/changes to existing Cases do not create/update Zendesk tickets. Again, for this, you'd need to leverage the REST API: https://developer.zendesk.com/rest_api/docs/support/tickets#update-ticket

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  • Anika Rani
    Zendesk Product Manager

    Sam Jorgenson thanks for your feedback! Glad to hear this feature has been useful for your Sales team.

    Our integration doesn't officially support Salesforce mobile, only the browser. While Ticket View did work on the previous version of the Salesforce app this wasn't something we specifically intended to support (you can see in previous comments on this page, we always recommend the browser should there be a problem with the app). With the recent update, it has stopped working. 

    Unfortunately its not something we'll be looking to immediately address, our recommendation is still the browser. Its in our future roadmap to consider at some point. Is there any reason you can't use the browser or prefer the mobile? 

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