Setting up the Zendesk for Salesforce integration

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21 Comments

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

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  • Anika Rani
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    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 

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

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  • Niki Vankerk
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    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.

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  • Aaron Rector
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    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"... 

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  • Geoff Clare
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    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.

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  • Brett - Community Manager
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    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!

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  • Niki Vankerk
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    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

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  • Brett - Community Manager
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    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!

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    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? 

     

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  • Anika Rani
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    @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: 

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    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? 

     

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  • David Rose
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    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.

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  • Craig Bailey
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    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 :/

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  • Jean-Baptiste Brière
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    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.

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  • Niki Vankerk
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    Does anyone know how the Ticket sync to Salesforce works in terms of the upsert?  Where does ZD store the Salesforce Case Id that it has created?

    I tried to create a Case manually with an existing ZenDesk Support Ticket Id expecting that to be the unique key.  When I next updated the ticket in ZD, the sync created a net new Case with the same ZenDesk Support Ticket Id.  When I deleted that new Case from Salesforce, subsequent updates to the ticket in ZD failed to sync.

    This suggests the sync is creating the case in SF and then must store the Case ID value back in ZenDesk which it uses to find the Case for subsequent updates.  When I delete the Case record in Salesforce, the ticket still had the same record Id and it tried to update the case but Salesforce won't let it update a deleted record.

    I exported a list of synced Tickets with the Ticket External Id field and they are all blank.  So where is that value??

    I am trying to move our legacy data from the ZenDesk Ticket object in Salesforce to the Case and retain the CreatedDate value - but if ZenDesk doesn't recognize the existing ticket and always creates a duplicate, we will not be able to rely on the CreatedDate and Case Age etc metrics in Salesforce.  This must be possible ... anyone?

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  • florian.eschert
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    Hi

    when setting up the connection in Zendesk (with consumer key & consumer secret) i receive following error message:

    error=redirect_uri_mismatch&error_description=redirect_uri%20must%20match%20configuration

     

    Is it the Callback URL or Canvas App URL which is wrong then?

    If yes, what is meant with "support domain"?

    Many thanks for the right direction
    Flo

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  • Niki Vankerk
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    florian.eschert, you need to make sure the Connected App in salesforce is matching the zendesk subdomain.  So look at what your URL is when you are logged into Zendesk - for example mycompany.zendesk.com/agent/dashboard.  So you need to put the 'mycompany' portion of your ZD URL into the connected App's callback and canvas URL.

    https://mycompany.zendesk.com/api/services/zis/connections/oauth/callback

    https://mycompany.zendesk.com/integrations/salesforce/canvas/tickets

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  • Aaron Rector
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    florian.eschert -- We were also seeing the same error you were when we were initially trying to get things connected. What was happening in our case was that our Callback URL was configured with our 2nd Brand URL in Zendesk. If you attempt to connect the integration using a Brand that is not your default, it will automatically attempt to redirect the URL to your main default Brand. We had to actually edit the URL of the page, while on the error screen with the error message you posted, so it used our 2nd Brand's URL rather than the default Brand's URL. 

    Alternatively, you can change the Callback URL to be your default Brand's URL, connect the integration (you likely won't see the same error), and then adjust the Callback URL back to a different Brand's URL after the connection is already successfully made. 

    Not very intuitive... but we were able to get by that issue with either of the 2 methods above.   Good luck. 

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  • Selçuk Mıynat
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    We are using Salesforce integration now, but we have two different brands on Zendesk, and we need to separate the tickets of those brands on Salesforce side.

    Is it possible to do that?

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  • Brett - Community Manager
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    Hey Selçuk,

    I did some digging on my end and it doesn't look like there's a way to separate branded tickets on the Salesforce side at this time. I'll be sure to pass your use case along to our Product Managers so they're aware of this need.

    Let me know if you have any other questions!

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