Setting up the Zendesk for Salesforce integration

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84 Comments

  • Dwight Bussman
    Zendesk team member

    Hi Mohamed AbdelRahman

    I suspect this is related to the field on which Accounts are being matched to Organizations: please make sure that your non-admins have access to the Salesforce field listed in the Ticket View settings in Admin Center, specifically the Using Salesforce field.... section: 

    https://SUBDOMAIN.zendesk.com/admin/platform/integrations/salesforce 

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  • Mohamed AbdelRahman

    Hi @Dwight,

    You were on point, I was matching the Organization name with a custom field in Salesforce that only admins had visibility to it, thanks for figuring this out so quickly, It's working perfectly now! 

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  • Dwight Bussman
    Zendesk team member

    Mohamed AbdelRahman

    Glad to hear that helped to pin down what caused this. Cheers!

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  • Darius Dixon

    Hello,

    Is there a way to toggle On/Off the integration between Zendesk and Salesforce?

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  • Dwight Bussman
    Zendesk team member

    Darius Dixon

    It should be possible to enable/disable each feature of the integration separately:

    • to disable Data Sync of accounts/contacts/leads, simply disable the checkbox within the appropriate area



    • To disable Ticket Sync to create Salesforce Cases, deactivate the trigger that sends those tickets.
    • To disable the sidebar app within Zendesk, you can uncheck the box for caching within the Support App section: 
    • To disable the ticket-view, you can either uncheck this box:
      or remove the ticket views from the associated pages in SFDC (take the lightning component/visualforce page off of the account/contact/lead/opportunity pages)
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  • Mateusz Ostopinko

    Hi Guys!

    Is there any chance to have own custom fields when matching tickets for Opportunity on ticket view mapping?

    Thank you very much in advance!

    BR 
    Mateusz

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  • Dwight Bussman
    Zendesk team member

    Mateusz Ostopinko

    That's a good idea for a feature request, but not a part of the product at the moment. I'll see that our Developers are aware of this request.

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  • Darius Dixon

    Hello,

    I also have a question about the direction of the sync. Are you able to make changes in both salesforce and zendesk? Also, is there a way to stop being able to make changes in both systems? 

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  • Darius Dixon

    Is there any documentation for the direction of the sync? 

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  • Dwight Bussman
    Zendesk team member

    Darius Dixon

    The direction of each sync should be documented within the article about that feature:

    Hopefully this helps to answer your question on the direction of the sync.

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  • Laura Mercuro

    We completed the integration and configured the sync yesterday. We are matching based on Zendesk "Organization Name" and a Custom field in SFDC "Zendesk Account Name". We then mapped several fields on the account where we want the data to come over to Zendesk from SFDC. There are some accounts where the sync is working, but several others are not. We have checked to make sure names match and we are making an update to a mapped field in SFDC to try and trigger a sync, but no luck. Any ideas what is going on?

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  • Harsharndeep

    Hello, Team.

     

    With new Integration, are there any Zendesk reports that can be utilized in Salesforce?

     

    With Legacy Salesforce-Zendesk, there were reports available in Managed Package.

     

    Would really appreciate your response.

     

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  • Dwight Bussman
    Zendesk team member

    HeyO Harsharndeep,

    The reports for the legacy integration were related to the custom ticket objects which are not used by the current integration.

    If you'd like to report on Zendesk tickets that have been synced over into Salesforce Cases, it should be possible to use standard case-reports. 

    If your Salesforce instance uses cases for more than just Zendesk tickets, it should be possible to filter a Case report based on the record-type we advise creating in this article.

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  • Jonny Wermut

    How do I get all of my salesforce contacts to sync into Zendesk without updating a mapped field one by one?

    I've just setup the integration and want to do a mass one off push for existing contacts in salesforce to live in Zendesk

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  • Dwight Bussman
    Zendesk team member

    Jonny Wermut

     

    In order to trigger a sync, you must be updating a mapped field. Fortunately, it's relatively easy to map a checkbox field and update it for all of your contacts using DataLoader. A walkthrough of how to do this can be found in https://support.zendesk.com/hc/en-us/articles/360041028094 

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  • Megan Moody

    Is it possible to have a single Salesforce org connected two different ZenDesk orgs? 

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  • Yamala Hareesh

    Hi Support Team,

    How to Integrate the Salesforce to Zendesk and vice versa. Please help me out this

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  • Yamala Hareesh

    Install the Package into My production org but I couldn't found the any app in my org?

     

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  • Dwight Bussman
    Zendesk team member

    heyO Yamala Hareesh

    Hmmm.... I'm not sure why that would be the case. Are you doing this in the Classic or Lightning interface? The reason I ask is that the Classic interface divides apps into several categories, and the section for connected app (the type created by the managed package) is at the bottom of the page.

    If you're checking the Classic interface, perhaps try looking in the Lightning interface > Setup > App Manager as well? I've seen cases where it shows up in one but not the other. I suspect this is due to some permissions issue within Salesforce, but I've not been able to pinpoint the cause yet. 

    The other thing to check is the profile of the user who's checking for this app. Depending on the permissions selected when installing, the app may only be visible to the user/profile which installed it (we recommend installing "for all users", but some folks click through that page too quickly and accidentally install just for themselves). 

    If you're still not seeing that app, please reach out to our Support team so we can take a closer look

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  • Yamala Hareesh

    Hi Dwight Bussman,

    My question is to you 

    Q.  How to Integrate the  Zendesk to Salesforce . Please help me out this

     

     

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  • Dwight Bussman
    Zendesk team member

    Yamala Hareesh - the article above should help you to integrate Zendesk with Salesforce. If the article isn't sufficient to get you set up, please reach out to our support team as documented here: https://support.zendesk.com/hc/en-us/articles/360026614173-Contacting-Zendesk-Customer-Support and we'll be happy to assist you further.

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  • Dan Greaves

    I'm investigating an automated way of taking Posts data from the Gather platform and pushing it into Salesforce and associating it with contact/account records. Is that something that sounds possible using the Help Center API?

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  • Dwight Bussman
    Zendesk team member

    Dan Greaves

    If you're willing to have those posts create tickets within Zendesk, you could leverage the native Ticket Sync feature - https://support.zendesk.com/hc/en-us/articles/360037607294 - to pass that over to SFDC. We have some built-in logic to associate the cases this feature creates with SFDC Accounts/Contacts based on the organization/requester of the ticket. 

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  • Dan Greaves

    Dwight Bussman Ok, that's a good call and definitely something we can explore. If we decided that we didn't want to automatically have a Zendesk ticket created for all community posts, would the Help Center API provide endpoints for us to programmatically grab community posts data and pull it into Salesforce? Understanding, of course, that we would need to do some custom dev work on our side in SFDC.

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