Setting up the Zendesk for Salesforce integration

Have more questions? Submit a request

15 Comments

  • Rick Goodlaski
    Comment actions Permalink

    I want account fields in Salesforce to sync with custom Organization fields in Zendesk. Is this possible?

    1
  • Anika Rani
    Comment actions Permalink

    Rick Goodlaski Yes, you can use Data Sync to sync Salesforce account fields to Zendesk organisation fields (standard and custom). Data sync is explained here: https://support.zendesk.com/hc/en-us/articles/360034751534 

    1
  • Rick Goodlaski
    Comment actions Permalink

    How about updating the Salesforce account details from the Zendesk organization? Is that possible?

    0
  • Niki Vankerk
    Comment actions Permalink

    I'm having some issues getting the new sync to work.  I have raised a ticket last week but so far not received any call back or response with help: #5122809

     

    1. When I configure org/user and ticket sync, then logout and come back into the admin center, the org and user sync is always back to being disabled.

    2. I have been able to see organizations sync and User, but no tickets are syncing.  I have gone through the full setup, connected app, target activation etc and all looks good but no Cases are created.

    Can someone please respond to my ticket or give assistance?  We are under the gun for the Jan 30 cut off.

    0
  • Aaron Rector
    Comment actions Permalink

    We are getting similar behavior. However, we are only syncing Orgs and Users, not Tickets. Both the Org and Users sync configurations disable themselves, and we haven't been able to get any Orgs or Users to sync over from SFDC to Zendesk. We have a ticket open with Tier 2. Our latest update from them contains this:

    "Our Dev Team has confirmed that this is an unexpected bug and is actively investigating the issue. Our goal is to resolve this prior to the cut-off date but we cannot offer a firmed timeline"... 

    0
  • Geoff Clare
    Comment actions Permalink

    The subheading "Setting up user access to Zendesk tickets in Salesforce" is misleading. We skipped over that part because we won't be accessing Zendesk tickets from Salesforce via this integration, but this caused an error when we clicked "Connect" in Zendesk: "OAUTH_APP_ACCESS_DENIED: user is not admin approved to access this app".

    It seems that, as a minimum, the user making the connection needs to be given access in step 9 under "Setting up user access to Zendesk tickets in Salesforce" in order for the connection to be established.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Niki Vankerk I checked on your ticket and it looks like our Customer Advocacy team replied back yesterday. Let me know if you never received that response!

    Geoff Clare apologies for the confusion! I'll see if we can get the documentation updated to clarify this step more.

    Cheers!

    0
  • Niki Vankerk
    Comment actions Permalink

    Brett - Community Manager  I have not heard back from anyone in support, only our old account AE introducing us to the new account AE.  What we need is Tier 2 support to pick up my ticket to help with the integration transition.  We are having issues turning off the legacy sync and getting the ticket sync to turn on.  My call on Monday was to level 1 and they indicated that Tier 2 is needed for anything Salesforce related.  Jon Beck

    0
  • Brett - Community Manager
    Comment actions Permalink

    Thanks for the update Niki!

    I can confirm your ticket has been assigned to our Tier 2 support team and they will follow up once they've had a chance to dig into your issue. I've also bumped the priority of your ticket to help get eyes on it faster.

    Thanks again for you patience!

    0
  • ソンイン ヨ
    Comment actions Permalink

    I have encounter a problem. After successfully connecting to Salesforce, it will turn to connection interrupted status whenever I try to click setting to enable view of ticket etc. As the pic shows, can anyone help me? 

     

    0
  • Anika Rani
    Comment actions Permalink

    @ソンイン ヨ

    This indicates that your Salesforce session is expired. Can you please ensure that your Salesforce session settings are not locked to an IP address: 

    0
  • ソンイン ヨ
    Comment actions Permalink

    Anika Rani

    Thanks for replying. I even don't have the button of "Lock sessions to the IP address from which they originated" Im using the free trial version. Perhaps it is the reason? 

     

    0
  • David Rose
    Comment actions Permalink

    I too (professional version of SF) don't have a "Lock sessions to the IP address from which they originated" setting, only a domain setting.

    0
  • Craig Bailey
    Comment actions Permalink

    Are there logs available with information on failed sync with this new integration? The legacy integration was quite helpful with diagnosing issues with failed record syncs. I can't find anything now and have no idea why things fail when they do :/

    0
  • Jean-Baptiste Brière
    Comment actions Permalink

    I faced the same disconnections issues as described above, solved by switching from a Trial SF account to a Developer SF account. Now this is working fine. Please tell me if this sloved your issues.

    0

Please sign in to leave a comment.

Powered by Zendesk