The Ticket View feature in the Zendesk for Salesforce integration queries Zendesk Support in real-time, and displays a list of tickets within your Salesforce Account, Contact, Lead, and Opportunity pages. It also enables users to view, create, and edit Support tickets. When using ticket view, Zendesk ticket data is not stored in Salesforce.
This article contains the following topics:
- Limitations
- Viewing tickets in Salesforce
- Filtering and sorting tickets in Ticket View
- Adding Zendesk credentials to create and edit tickets
- Creating and editing tickets in Salesforce
Related articles:
Limitations
- Attachments and ticket macros are not supported
- Tickets with a requester who does not belong to an organization is only displayed on the Salesforce Contact page, if the email address of the Salesforce contact matches the Zendesk user
- When editing tickets, multi-select picklist fields are not shown or supported.
- Regex fields are not supported.
- Ticket comments are limited to the first 100
- The number of tickets returned are limited by our search query in Salesforce, so in some cases on all your tickets will show.
- Conditional fields are not supported.
- Ticket view is not officially supported in the Salesforce mobile app (web browser recommended)
Viewing tickets in Salesforce
The Ticket View feature in Salesforce shows Zendesk Support tickets. To use the ticket view, make sure you have set it up as described in Setting up a Zendesk Ticket View in Salesforce. There are two interfaces when viewing tickets in Salesforce:
- Ticket list view: The ticket list view shows a lists all tickets for the Account, Contact, Opportunity, or Lead page.
- Detailed ticket view: When you select a ticket, the detailed ticket view shows all the fields and comment history of the selected ticket. To edit a ticket, see Creating and editing tickets in Salesforce.
Filtering and sorting tickets in Ticket View
The ticket view in Salesforce allows you to specify default settings for sorting and filtering of tickets. By default, all unclosed tickets are shown and sorted in descending priority.
The default filtering and sorting is set by clicking the Filter List icon in the upper right of the ticket view. You can select and deselect any values in the Priority, Status, and Type filter categories to filter tickets.
Adding Zendesk credentials to create and edit tickets
To add Zendesk credentials to personal settings
- In Salesforce, click on the app launcher icon in the upper left, and select an Account, Contacts, Leads, or Opportunities page.
- Navigate to the ticket view in your Salesforce Account, Contacts, Leads, or Opportunities page.
- Click the cog icon
in the upper right of the ticket view to open Personal settings.
- Under Zendesk Agent, click Link Zendesk Agent.
- Enter your Zendesk credentials and allowed permissions. If you are already logged in, you are automatically authenticated and redirected back to Salesforce. You can now create and edit tickets in ticket view.
Creating and editing tickets in Salesforce
Tickets can be created and edited in Ticket View within your Salesforce Accounts, Opportunities, Contacts, and Leads pages. Note that attachments cannot be added to tickets.
To create a ticket
- In Salesforce, click on the App Launcher icon in the upper left, and select an Account, Contacts, Leads, or Opportunities page.
- In your ticket view in your Salesforce page, click New ticket.
- Enter details in the new ticket form. The fields are similar to the ticket interface in Zendesk Support:
- Requester: The name of the person making the request. It is a contact in the Salesforce account.
- Assignee: The user in Support who is assigned to resolve the ticket.
- Form: The ticket form to support the request type.
- Type: The request type.
- Priority: The priority to resolve the request.
- Subject: The ticket subject
- Public reply / internal reply: Customer or agent comments
- Click Submit as. The ticket appears in your ticket view in Salesforce and in your ticket editor in Zendesk Support.
To edit a ticket
- In Salesforce, click on the App Launcher icon in the upper left, and select an Account, Contacts, Leads, or Opportunities page.
- In your ticket view, double click on the ticket. The ticket window opens.
- Click the pencil icon (
) in the ticket fields to edit the ticket. - Click Submit As to save changes.
Next, you can continue with Configuring data sync from Salesforce to Zendesk.
28 Comments
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?
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.
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.
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.
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.
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!
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!
Is there a way to search for tickets by the ticket number?
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.
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.
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?
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.
When do you think the Salesforce ticket view will be able to
1. Search for an issue
2. Customize what fields show up.
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.
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.
Dwight Bussman This worked! Apologies, I missed this in the documentation. Thanks so much for the quick reply here.
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.
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?
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!
Just double checking if you'd heard anything back on the Iframe view changes. Thank you!
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.
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 :-)
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.
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
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?
Is it currently on the roadmap to extend the filtering capability, specifically around being able to search for a ticket by the ticket id?
Anika Rani Any update on customizing the columns for this piece?
Chris Wooten Unfortunately we don't have any plans to enhance the UX for ticket view. Have you placed the lightning component on the widest part of your page layout? Which details were you still have difficulty viewing?
Ryan Dunlap apologies for missing your question. We haven't received much feedback on the filtering, so thats not planned. Are you suggesting a way search the returned tickets by ID or keyword where perhaps there are too many pages to go through?
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