Setting up the Zendesk for Salesforce integration

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97 Comments

  • Dwight Bussman
    Zendesk team member

    Hoa Chiang

    The only point of overlap that I see between the Salesforce Integration and Help Center access would be the Account/Contact Sync being able to sync users into organizations or add tags. Once that information has been synced over, it would be possible to control access to specific Help Center content through the User Segments feature.

    Similarly, it's possible to write custom-code that would restrict various portions of the Help Center such as ticket-submission based on a user's organization membership. This is documented in https://support.zendesk.com/hc/en-us/articles/204579603-Hide-ticket-forms-based-on-user-s-organization-Professional-Add-on-and-Enterprise- 

    Hopefully these help to answer your question. If not, please feel free to contact our support team for more assistance.

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  • Jennifer Ma

    Is it possible to map Zendesk tickets to custom objects in Salesforce using the Zendesk Saleforce native app? 

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  • Dwight Bussman
    Zendesk team member

    HeyO Jennifer Ma

    The Salesforce sidebar app (which is one part of this integration) can pull information about custom objects assuming one of the following is true:

    • The custom object is directly linked to a standard object (like an account / contact / lead)
      or 
    • There is a field within the ticket that can be used to find the custom-object(s) directly
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  • Jennifer Ma

    Thank you Dwight! Thank you for the quick response! I reviewed the article and also the syncing data from Zendesk to Saleforce. I noticed that the article only talks about how to sync Zendesk data to Case Custom objects. Is there a way to sync it to Saleforce custom objects? Our other vendor doesn't use Case Saleforce custom objects.

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  • Dwight Bussman
    Zendesk team member

    HeyO Jennifer Ma

    Our sync from ZD > SFDC goes into Cases alone. That said, it should be possible to make a custom workflow within Salesforce to take that Case information and carry it over to a custom object. This sort of custom coding isn't done natively by our integration, but I've definitely seen customers who're doing similar things in the past.

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  • Qumulo Inc

    Has Bi-Directional Sync for Users and Orgs created in Zendesk to be created in Salesforce been delivered yet?  This feature is still absent as far as I am aware. 

     

     

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  • Dwight Bussman
    Zendesk team member

    HeyO Qumulo Inc- the ability to sync user/org changes from Zendesk to update existing SFDC contacts/accounts has not yet been delivered.

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