Setting up the Zendesk for Salesforce integration

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59 Comments

  • Dwight Bussman
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    hmmmm....

    Have you taken a look at https://support.zendesk.com/hc/en-us/articles/360042810274-I-received-a-Failed-to-synchronize-info-error-message-in-Salesforce ?

    That "Failed to synchronize info" error can be the result of a few things. 

    If you're still seeing that error after taking the steps from that article, please raise a ticket to our Support team.

    The other big reason I've seen that error is a timeout error when the app takes too long to fetch things. 

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  • Amulya Chandrashekar
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    Sorry that I configured wrongly and received the error. Now the only thing I want to know is if we can match Salesforce Accounts based on another Custom field instead of Organization Name. Is that a possibility?

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  • Dwight Bussman
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    Hi Amulya,

    Just to confirm, this is still in regards to the sidebar app within Zendesk support.

    For the field on the Zendesk side, it should be possible to use any of the TICKET fields, but if you're looking to use a field that's present on the ORGANIZATION, the only options at the moment are Name, Details, and Notes.

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  • Amulya Chandrashekar
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    Hi Dwight,

    We have that requirement from both ends. So at Salesforce side, can we find Account tickets by any other Custom field instead of just Org Name and Email?(below screenshot).

    For example, we have a field called 'MDM ID' on Accounts in Salesforce, if we add that field on Zendesk Org, could we use that field for to and fro mapping?

     

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  • Dwight Bussman
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    Hi Amulya,

    It should be possible to use a custom field when setting up the ticket view for Account pages in SFDC in the Admin Center.

    Dwight B. | Customer Advocate | support@zendesk.com

    Zendesk Experience Research Panel

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  • Amulya Chandrashekar
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    But I don't see any other field in the dropdown while configuring in Admin center(screenshot in previous comment). Atleast External ID should be available right?

    Also is there a way to increase this limit of displaying more than 5 child records?

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  • Dwight Bussman
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    Hi Amulya,

    Rather than continuing to go back and forth in this thread, I suspect this would be far quicker to resolve in a ticket or over a screen-sharing session. I'll reach out to you from such a ticket shortly.

    Dwight B. | Customer Advocate | support@zendesk.com

    Zendesk Experience Research Panel

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  • Wishwa Sigera
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    Hi All,

    We have two issues after setting up the new Zendesk for Salesforce integration. So could you please help me to solve those issues.

    1) When we create a Contact on Salesforce it didn't reflect on the Zendesk user list as previous legacy integration.

    2) When we create a user on the Zendesk it will sync to Salesforce but record owner is set as Administrators user. How we can change it to someone else who relates to the Sales department?

    And lastly, I would like to know about the possibility of Sync Zendesk users with Another custom object in Salesforce org

    thanks in advance!

    Wishwa

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  • Dwight Bussman
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    Hi Wishwa

    On question 1 - there are a few possible reasons for this, depending on sync settings, as well as the settings within the Customer List. I recommend submitting a ticket to our Support team with some examples of this so that we can take a look into how those were handled in your specific case.

    On question 2 - users created within Zendesk can create Contacts (or Leads) in SFDC if tickets are synced over as Cases and create contact if no match is turned on. When users are being created in SFDC, they will always be created by whichever user connected the integration within the Zendesk Admin Center. I'm not sure whether it's possible to change the owner after a Contact has been created, but I suspect your Salesforce Administrator would know the answer to that.

    On the question of syncing Zendesk users to another custom object in SFDC: our integration does not natively handle that, but I suspect one could write a workflow/Apex Trigger within Salesforce to create this custom-object. Again, that would be a question for your Salesforce Administrator.

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  • Jennifer
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    hi! any idea what would cause this error:

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  • Dwight Bussman
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    Hi Jennifer,

    Please reach out to our Support team to look into this further.

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  • Wishwa Sigera
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    Hi Dwight Bussman

    https://support.zendesk.com/hc/en-us/articles/360038232533/comments/360004690673

    Comment 1: I already submit a ticket for it.

    Comment 2: I will check that possibility of it

    Comment 3: Do you have any APIs that can be accessed using Salesforce to update/create Zendesk users once we got a trigger on a custom object in Salesforce? The next thing is if that user has been updated in Zendesk how can reflect it in Salesforce?

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  • Dwight Bussman
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    HeyO Wishwa,

    1 - Excellent - I will keep an eye out for your ticket.

    2 - Sounds good - please feel free to reach out in the ticket from point 1 if you need help with this.

    3 - I recommend the Create or Update User endpoint for this type of task, as it doesn't require you to know the Zendesk ID of the user to be updated.

    In order to know when Zendesk users are updated, we have the Incremental Users endpoint for precisely this reason. One could poll that endpoint periodically to find which users had been created/changed in Zendesk so as to create/update the corresponding Contact (or custom object) in SFDC. 

    Also, just so you're aware: our team is looking into ways to make it possible to sync Users and Organizations in both directions. No firm timeframe on that yet, but it's definitely something under investigation.

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  • Wishwa Sigera
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    Hi Dwight Bussman,

     As you know we have done Salesforce Contact sync to Zendesk User. Now we want to sync Leads into Zendesk Tickets will it possible to do it without doing any custom implementation on Salesforce? 

    Regards,

    Wishwa

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  • Dwight Bussman
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    Hi Wishwa,

    Leads can be synced over to create/update users in SFDC. This is documented in this article. At the moment it's only possible to sync Contacts OR Leads - not both simultaneously. If this is a one-time syncing of leads over to Zendesk, I recommend using the process from this article to sync many records over at once. If it is an ongoing need to have both types of records pushed over to Zendesk, you may want to look into leveraging our API in conjunction with an SFDC Callout to do your own syncing for whichever record type is not being moved by our integration (which sounds like the custom implementation you were hoping to avoid).

    There are also a number of 3rd party services like Zapier/Workato that could help with syncing the other object if custom development isn't possible for your team at this time.

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  • Wishwa Sigera
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    Hi Dwight,

    Thanks for the quick response, will it possible to send an automated email to our support email which is linked with Zendesk. Will Zendesk identify it as spam and omit the email due to it coming from the automated process.

    Thanks,

    Wishwa

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  • Dwight Bussman
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    Hi Wishwa,

    Please feel free to test this out. There are a large number of variables that can lead to a message being suspended, so I can't say certainly one way or the other.

    If you have a general question about email suspension, I recommend starting on an article that deals with suspended tickets, such as https://support.zendesk.com/hc/en-us/articles/203663246-Understanding-and-managing-suspended-tickets-and-spam

    If you have questions specific to your account, I recommend raising a ticket with our Support team. While we try to answer questions in this comments section, its typically used for more general workflow advice/clarification on the article above.

    Dwight B. | Customer Advocate | support@zendesk.com

    Zendesk Experience Research Panel

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  • Anika Rani
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    Update: We have released changes to the setup process for the integration, making it simpler to connect your Salesforce account to Zendesk. This means you will no longer need to create and use your own Salesforce Connected App. The change also includes installing a Salesforce Managed package which is needed for using Ticket View.

    What happens if you are already using the integration?
    You can continue to use the integration without disruption. The next time you disconnect and reconnect, you will go through the new setup process. Don't worry, all your configurations will be saved. 

    Please post any questions in the comments! 

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  • Wilson Lam
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    Can I integrate Zendesk to Salesforce Commerce Cloud?  I.e. to have a online chat icon shown on the Salesforce site?

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  • Erika Camille Sundian
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    Hi Wilson Lam,


    Our current integration with Zendesk Chat and Salesforce is only limited to the creation of cases. Please take note that this integration is only supported for Legacy Chat accounts standalone accounts (Chat Phase 0). Accounts integrated with Zendesk Support cannot use Salesforce for Zendesk Chat.

    More information about this integration here: Installing Zendesk Chat for Salesforce.

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  • Andrew Schreiner
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    Is there any way to configure the app to look at a custom organization field storing the salesforce id or unique identifier id on an organization to pull in data? We don't necessarily keep the same name conventions for orgs in Support and use the external id of the org for different purposes.

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  • Dwight Bussman
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    Hi Andrew,

    The answer to this depends somewhat on which feature you're describing. For Ticket View, it should be possible to match on custom organization fields within the Field Matching section 

     

    It's also possible to match based on this within the Data Sync feature, provided you have a field containing that account-id in Zendesk already:

     If you're going this route, I recommend also syncing that field over so that it's populated on newly-created organizations if no match is found

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  • Andrew Schreiner
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    Dwight Bussman, I am looking at the configuration of the app within Zendesk itself that is displayed on a ticket.

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  • Dwight Bussman
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    Andrew Schreiner - ah - thanks for clarifying. This one is a bit more difficult to achieve, as the matching fields related to the Organization of a ticket available to the app are far more limited: 

    If you're not using Details or Notes for anything else, perhaps you could have the Account > Organization syncing set one of those to be the AccountID for matching? If this doesn't work, you'd need to have a field set at the ticket-level in Zendesk to house the account-id, which seems very cumbersome.

    I will definitely raise this feature-request for more org-level field options to the Product team responsible for that app. I recommend posting in our Product Feedback Forums to make sure that need is visible and so other users can add their comments in support of this.

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  • Melody Quinn
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    We have v1 integration installed. Our light agents ZD end-users (who are SF users) can see ticket view on the account page when using SF lightning, but not when using SF classic. Admins and regular agents are not having the same issue. The light agents and ZD end-users have different SF profiles and both are check in the connected app.  Any ideas? 

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  • Dwight Bussman
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    HeyO Melody Quinn - I'm aware of a few potential reasons this might happen. Based on what you're describing, I suspect that the profiles in question have not been granted access to those Visualforce page objects (which is separate from authorizing their profiles within the connected app). By default, our installation of these objects only makes them available to the System Administrator profile, even when other profiles may be authorized in the app itself.

    To check this, head to Setup > Custom code > Visualforce Pages and look for the Zendesk_NGSFDC_Ticket_View page. Click the "Security" option on the left hand side:

    and make sure that the profiles in question have been granted access therein.

    If that fixes the issue, I suggest looking at the others views to be sure they're set up as you'd expect:

    • Zendesk_NGSFDC_Ticket_View_Contact
    • Zendesk_NGSFDC_Ticket_View_Lead
    • Zendesk_NGSFDC_Ticket_View_Oppty

     

    If this does not resolve this issue for you, please reach out to our Support team so we can take a closer look at your instance specifically.

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  • DuBose Griffin
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    Hi Dwight,

    I am working on the initial set-up of my Zendesk Integration with Salesforce using the new integration. My use case is that I am only setting this up for the Data Sync, specifically Zendesk Users to Salesforce Contacts. When I read the instructions in this article, what I believe I understand is that I do not have to install the managed package at all because I am not planning on using the Ticket View in Salesforce. Is this correct?

    Assuming this is correct, I believe that I have everything configured as stated in the article above but I am getting the error in the screenshot when I saved my settings. Thoughts? One other confusing aspect of this is when I try to configure this integration, does it matter that my Zendesk Admin User (I am actually the ZD account owner) email address is not the same as my Salesforce User. I am just wondering how it is authenticating in the first place. See second screenshot related to this.

     

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  • Dwight Bussman
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    Hi DuBose Griffin

    I see that you've also raised a ticket on this. I'll see that someone replies to you therein shortly.

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  • DuBose Griffin
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    Thank you. I was not sure where to reach out. You have been so helpful in this thread!

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