The Zendesk for Salesforce integration connects your Salesforce accounts to Zendesk accounts. It allows Zendesk tickets to be viewed in Salesforce from an Account, Contact, Lead, or Opportunity page. You can also create and edit Zendesk tickets, and sync Salesforce accounts to Zendesk organization data.
The Zendesk for Salesforce integration is available if you are using Salesforce edition: Performance, Unlimited, Enterprise, Developer Edition (or other editions with Salesforce API rights, such as Professional with the API add-on).
You must be a Zendesk Support administrator and Salesforce administrator to set up your integration. The setup process requires performing a series of tasks:
If you need to disconnect your integration, see Disconnecting the integration.
Related information:
Checking your Salesforce session settings
The integration requires your Salesforce session settings to be not set to a locked IP address. If your session settings remain locked, your integration will be disconnected once a session expires.
To disable Salesforce sessions being locked to an IP address
- Log in to your Salesforce account.
- Click on the cog in the upper right pane, and click Setup.
- In the left navigation pane under SETTINGS > Security, select Session Settings.
- Review and ensure the Lock sessions to the IP address from which they originated checkbox is not selected.
Connecting Zendesk to Salesforce
The Admin Center is where you set up and configure your integration including the integration location. It is recommended to test the integration with your Zendesk sandbox account and Salesforce sandbox account first.
To connect Zendesk to Salesforce
- In your Zendesk Admin Center, click the Integrations icon (
) in the left sidebar. - Click Connect next to the Salesforce integration.
- Select the Salesforce instance to set up the integration.
Note: You can only connect one Salesforce account to one Zendesk account. So if you test the integration on a sandbox account, you need to disconnect the integration and reconnect to your production account. - Click Install managed package. This opens Salesforce in a new web browser tab. The package installs a Lightning component and Visualforce component which is used for the Ticket View feature. You will be asked to log in to Salesforce if you are not already logged in. Do this in a private web browser window to ensure that there is only one active Salesforce session.
Note: We recommend selecting Install for All Users. Users who are not granted access cannot view Zendesk tickets in Salesforce. - Click Install . When the package has finished installing, click Done.
- Return to the Admin Center, accept the Built by Zendesk Terms of Use, and click Connect.
- On the Allow Access? screen, click Allow.
Setting up user access to Zendesk tickets in Salesforce
After setting up your connection between Zendesk and Salesforce, you need to define which user profiles in Salesforce can view Zendesk tickets.
To select user profiles to view Zendesk tickets
- In Salesforce, click on the cog (
) in the upper right pane, and click Setup. - In the left navigation pane under Platform Tools, select Manage Connected Apps and click the Salesforce Integration for Zendesk app.
- Click Edit Policies.
- Under OAuth Policies, set Permitted Users to "Admin approved users are pre-authorized" and click Save. This is a required setting.
- Return to the Manage Connected Apps page, and click the Salesforce Integration for Zendesk app.
- Under Profiles, select Manage Profiles.
- Select the user profiles in Salesforce which can view Zendesk tickets. You must select the System Administrator profile. User profiles that are not selected will not be able to view Zendesk tickets.
- Click Save.
Your setup is now complete! Next, you can continue with:
Disconnecting the integration
The Zendesk for Salesforce integration can be disconnected in the Admin Center. Once disconnected, your configuration settings are still retained if you decide to set it up again. If you are setting up the integration again, you will need to enable syncing and activate the Salesforce trigger again.
- Go to your Zendesk Admin Center and click the Integrations icon () in the left sidebar.
- In Salesforce integration, click Configure.
- Click Disconnect in the upper right. Confirmation of the disconnection is displayed.
95 Comments
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
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!
Mohamed AbdelRahman
Glad to hear that helped to pin down what caused this. Cheers!
Hello,
Is there a way to toggle On/Off the integration between Zendesk and Salesforce?
Darius Dixon
It should be possible to enable/disable each feature of the integration separately:
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)
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
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.
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?
Is there any documentation for the direction of the sync?
Darius Dixon
The direction of each sync should be documented within the article about that feature:
https://support.zendesk.com/hc/en-us/articles/360037607294
https://support.zendesk.com/hc/en-us/articles/360034751534
Hopefully this helps to answer your question on the direction of the sync.
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?
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.
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.
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
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
Is it possible to have a single Salesforce org connected two different ZenDesk orgs?
Hi Support Team,
How to Integrate the Salesforce to Zendesk and vice versa. Please help me out this
Install the Package into My production org but I couldn't found the any app in my org?
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
Hi Dwight Bussman,
My question is to you
Q. How to Integrate the Zendesk to Salesforce . Please help me out this
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.
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?
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.
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.
Hey all! If I set this up while logged into my account in our company Zendesk instance, and I leave the company and my account in Zendesk is deactivated, will that break the oauth connection between Salesforce and Zendesk?
HeyO Nick Sauvé
Yes: if your Zendesk user was the one who connected the integration, downgrading them will break the connection. Here's the passage in the above article that addresses this:
One of the admins who's not leaving can preemptively disconnect & reconnect the integration within admin center. All of the settings will be preserved, but the various features (ticket view, data sync, ticket sync) will have to be re-enabled following that re-connection.
Gah, thanks Dwight! Can't believe I overlooked that but I appreciate the quick response!
What is the latest on the feature request to handle merged and deleted tickets?
Mentioned here about 1yr ago.
Hi Brendan,
Based on the question you asked, I suspect you're asking about the Ticket Sync functionality. Please let me know if this is not the case.
That ticket sync function relies on a trigger to send ticket information over into Case objects within Salesforce. No triggers fire when a ticket is deleted, so there won't be a way to notify Salesforce when a ticket has been removed. As this is a fairly fundamental behavior of our system, I suspect it's unlikely to change in the near future.
As for the merge-events, triggers do (or more accurately, "can" ... depending on their conditions) fire when a ticket is merged. Also, when a ticket is merged, a tag of closed_by_merge is added. As such, it should be possible to report on those tickets closed by merge within Salesforce.
The only wrinkle in this is that follow-up tickets inherit the tags of the original ticket, so if a ticket was closed by merge and a follow-up was subsequently created, the follow-up ticket would also have the closed_by_merge tag. This could be mitigated by creating a trigger like the following:
which would strip out the tag from the follow-up ticket.
Please let me know if I'm failing to describe the above sufficiently well or if this helps to answer your question.
Hi, a lot of the Salesforce integration documentation revolves around ticket creation and support. We'd like to use it for Help Center (Guide) authentication. We'd like to limit our help center to only our clients being able to access the content. Is this possible and is there any documentation specific to this? Or is it implied that setting up the integration also inherently controls Help Center access? Thanks!
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