Installing and configuring the Salesforce app for Zendesk Support

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11 Comments

  • Bobby Koch
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    Is there anything we need to do to the Salesforce App (Ticket view) when we are moving from the Legacy integration to the new, built by Zendesk integration?

    Thank you!

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  • Dwight Bussman
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    HeyO Bobby,

    In order for the sidebar app in Zendesk to continue working, you'll need to take the steps above up through "configuring caching" https://support.zendesk.com/hc/en-us/articles/360038927713?page=1#topic_uch_kfk_sjb Your old app settings should still be present (in terms of which objects are pulled from SFDC), but the back-end of what's doing the pulling of those requires the new Connected App to be created in Salesforce out described above.

    Please let me know if this was your question or if you were asking about the ticket-view within Salesforce (from the Account/Contact/Lead/Opportunity pages). If that was more the thrust of your question, you'll want to follow the steps described in this article: https://support.zendesk.com/hc/en-us/articles/360037825954 

    Please feel free to reach out to support@zendesk.com if you have difficulties with any of the steps described in those docs, or if something doesn't appear to be working right for you after following those steps.

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  • David Rose
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    The first link in the section

    Connecting Zendesk Support to Salesforce

    goes to an internal KB article which we don't have access to. 
    Follow the steps in Setting up your Zendesk for Salesforce Integration to 

    Do I need to read it ?

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  • Dwight Bussman
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    Hi David,

    Good catch! It looks like this was mis-linked. The article to which it should point is this one: https://support.zendesk.com/hc/en-us/articles/360038232533 

    I'll reach out to our Docs team now to get that fixed. 

    Thanks for calling this out!

    EDIT: 
    The link should be correct now. Please refresh your browser to make sure you're seeing the latest version of the page and thanks again :) 

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  • William Grote
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    Is there a way to have the SF sidebar data show up when viewing the user tab or the organization tab?

    When I am on those tabs I see "no apps installed" so I have to click on an actual ticket to see any linked SF data

    This would be helpful when trying to administer priority support accounts or custom user segments

    Right now I can only see the SF data if I am on the ticket tab

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  • Dwight Bussman
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    Hi William,

    Right now that sidebar app has been developed to rely on ticket properties, but that's a good idea for a future enhancement!

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  • Rachel
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    We already completed migration to the new Salesforce integration and the sync from Zendesk into Salesforce works fine. Unfortunately, the Salesforce App for Zendesk no longer works, but for some reason the app is still shown on tickets and I can even configure settings (though it fails to synchronize). On the Salesforce App now I keep getting notified that the Legacy App was removed in January 2020 (which I am aware of). My question is: is there an alternative now that we have migrated or are we simply never going to get our Salesforce App for Zendesk back now that we have migrated? We're not investing in Workato just to get this back but if it is truly gone forever, then you have given our organization one more reason to quit Zendesk because our agents need visibility into our customers just as much as our Sales reps need visibility into their customers' tickets. 

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  • Dwight Bussman
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    Hi Rachel,

    Several customers have seen an issue where the Salesforce sidebar app (shown on the right within Zendesk tickets) shows a "failed to synchronize info" error because the configuration settings failed to reference properly within the new integration. The quickest way to fix this is to delete the objects that are there, save the configuration, and re-add those objects. I recommend taking a screen-shot of those settings so you have a record of what fields were mapped previously.

    If you're still having issues after removing & re-creating those objects, please feel free to raise a ticket to support@zendesk.com as the sidebar app should be able to connect to your SFDC instance. If all the setup steps in the article above have been done and it's still not working, we want to help get it fixed for ya!

    1
  • Naomi Watnick
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    We'd like to filter on a field only if the date is in the future.  Is this possible?  When trying "filed > now" or "field > today", it doesn't work and I don't know what the formula conventions are for this filter.  

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  • Dwight Bussman
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    Hi Naomi,

    At the moment our sidebar app requires an explicit date (as opposed to a relative date), but this is a good suggestion for a feature to develop in the future. I'll make sure our Developers see this request. Thanks for calling it out!

    1
  • Tony Ho
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    I would like to +1 a Feature request on having the ZenDesk Salesforce Sidebar app also be available on the Organization and User Level.

    We use Email as our mapping between SF - ZD and it would be great for our Agents to be able to see the interaction histories in Salesforce that we have on the same page in ZenDesk as the overall page of interactions that exist in ZenDesk. 

    Thanks!

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