Setting up the Zendesk for Salesforce integration

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101 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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  • Aleksej Nezel
    Hi Community, 
     
    I tried to follow the Salesforce integration guide but ended up having a really frustrating situation. I cannot reach the Salesforce configuration in the admin center in Zendesk anymore. Whenever I click on the configuration, the page reloads permanently in an endless loop. 
     
    For a second I can see an orange info box saying the the connection has been interrupted, but I can't manage to click on reconnect, because the reloading process is too fast. 
     
    I am using a SF Enterprise Sandbox. 

    I have managed to take a quick screenshot of the page reloading.
     
    I tried the same thing with another Zendesk Suite, but there is the same error.

    The problem now is that I can't disconnect the Salesforce integration anymore either, because I can't click on anything this fast. I have already uninstalled the Zendesk packages from Salesforce, but the problem still remains. Is such an issue already known? It is very frustrating unfortunately.

    I have already posted a ticket with this issue #6847630 (in german). 
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  • Dwight Bussman
    Zendesk Team Member

    HeyO Aleksej Nezel

    Sorry to hear about this issue. It looks like we have an advocate looking into this matter already. I'll check to see that someone follows up with you therein soon.

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  • Ben Harrison

    For an integration with Salesforce, is it possible for a ZenDesk support ticket to not only appear on the Contact record associated with the external "requestor", but to aggregate all of the Contact's tickets on an Account. For example: Contact A, Contact B and Contact C all work at Account 1. Contact A has 2 tickets, Contact B has 2 tickets and Contact C has 6 tickets. Is there a way for all 10 ZenDesk support tickets to appear on Account 1?

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  • Dave Dyson
    Zendesk Community Team

    Hi Ben,

    If Contact A, B, and C, user profiles in Zendesk are all associated with the same Organization, and the Organization's name in Zendesk matches their Account name in Salesforce, then yes, you should be able to set up Ticket View in Salesforce so to that it will show all tickets from those users (and I think that may in fact be the default setting). Take a look at the "Ticket View" video here (forward to about 2:06) and you'll be able to see what the settings for that should look like – under Field Matching, make sure it says "Find account tickets by: Organization name, Using Salesforce field: Account Name": Salesforce integration video guides

    Hope that helps!

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