Installing and configuring the Salesforce app for Zendesk Support

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27 Comments

  • Bobby Koch

    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!

    2
  • Dwight Bussman
    Zendesk team member

    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.

    0
  • David Rose

    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 ?

    0
  • Dwight Bussman
    Zendesk team member

    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 :) 

    0
  • William Grote

    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

    0
  • Dwight Bussman
    Zendesk team member

    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!

    0
  • Rachel

    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. 

    0
  • Dwight Bussman
    Zendesk team member

    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

    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.  

    0
  • Dwight Bussman
    Zendesk team member

    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

    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!

    1
  • Emelie Stjernquist

    Hi,

    We have a few users that are currently piloting the Salesforce app and I've received feedback related to when then second lookup is done towards Salesforce - Is it possible to change it? At least I'm not able to do it myself.

     

    The problem we have is that we have certain fields that needs to be filled. In this case it is customer number. In our configuration in the app, we have customer numbered configured for the lookup. The agents add the customer number, however they need to wait about 1 hours before the ticket is updated which is too long.

    Any suggestions or ideas?

    Thanks!

    0
  • Dwight Bussman
    Zendesk team member

    Hi Emelie Stjernquist

    I'd be happy to have your account added to a beta feature which would allow that time to be set as low as 15 minutes. I'll reach out to you in a ticket for a more formal authorization of this.

    1
  • Emelie Stjernquist

    Thank you Dwight Bussman, that sounds great!

    0
  • Emelie Stjernquist

    Hello again,

    When using the Salesforce app and getting a hit, you can (depending on how you have configured it) receive a direct link to Salesforce - is there any way to setup a direct link to Saleforce when not getting any hits of the lookup when it looks like this?

    The benefit of it is to make it easier for the Agents to access Salesforce, it makes their daily work more efficient. Now they need to open a new tab in their web browser and select a saved bookmark in order to get there...

    Since we already have the app installed and integration setup where we know which Salesforce subdomain to connect to it might be possible somehow...? 

     

     

    Thanks!

    0
  • Dwight Bussman
    Zendesk team member

    heyO Emelie Stjernquist

    Our sidebar app does not currently provide a link over to Salesforce when not matching records are found, but that's a neat feature request!  To what page would you expect such a link to go? https://DOMAIN.lightning.force.com/lightning/page/home would be my first thought. I will mark this as product feedback for our Devs to consider adding in the future.

    0
  • Emelie Stjernquist

    Hi Dwight Bussman,

    Yes, the start/home page as you wrote would be the best option I think.

     

    Thanks!

    0
  • Allen Lai

    We may receive a ticket into Zendesk where a customer is asking about pricing. Through the integration, we can see which AE manages this account, but is there an easy way to send a Chatter message to them? Something like:

    "@Chad This customer is asking about purchasing 100 more seats. Can you follow up? Thanks!"

    I prefer that our agents never leave Zendesk and we want to avoid purchasing unnecessary seats in Salesforce.

    1
  • james.beniston

    Is it possible to not show the option to create a lead or contact via the sidebar app please?

    0
  • Dwight Bussman
    Zendesk team member

    Hi james.beniston - that option should be going away shortly as the feature behind that button was deprecated a while back. Sorry for any impact this is having on your workflow. 

    0
  • Emelie Stjernquist

    Dwight Bussman The Lead-thing, will it be available depending on settings in the integration?

    From my point of view, it looks like something we would like to use.

    0
  • Dwight Bussman
    Zendesk team member

    Emelie Stjernquist - I believe our developers had planned to remove that feature (or rather, not to implement it for the current version of the integration), but I will check with them and relay your interest in having that feature available.

    One workaround I've seen is to leverage the ticket sync functionality with the "Create if no match" setting for Leads. This can be made more selective by adding a condition to the trigger which only sends tickets to SFDC when a ticket checkbox is checked. Customers added a "Create lead in SFDC" checkbox to tickets, and agents would check it whenever they saw that the requester was not already matched to a lead in Salesforce. 

    Hopefully such a workflow could be helpful in your case!

    0
  • Emelie Stjernquist

    Hi Dwight Bussman,

    Thanks, OK - thanks for clearing that out.

    As long as the functionality is there in some way I think it's good enough. Your workaround sounds good to me.

    Thanks!

    0
  • Giang Priest

    Hi,

    I've installed the app and managed to synchronise Salesforce with Zendesk, the data is showing on the app bar on Zendesk.

    But I can't seem to be able to create a lead or contact from the ticket: the error is simply "Failure to create the item. An error occurred". Could you please advice?

     

     

    Thank you for your help.

    0
  • Dwight Bussman
    Zendesk team member

    HeyO Giang Priest

    Sorry for the confusion on this; that "create" button for Contact/Lead objects was part of an older version of the sidebar app, but is no longer functional. If you'd like to create Contacts or Leads, please consider a workaround like I mentioned a few posts ago.

    0
  • Giang Priest

    Hi Dwight,

    Thank you!

    I've seen your comment about the option "Create if no match" but I don't see it anywhere on my SF Integration parameters... 

    Does it mean I haven't installed the right version of the app (how can it be possible?)

    Giang

    0
  • Dwight Bussman
    Zendesk team member

    Hi Giang Priest - I'm not sure why that option wouldn't show up, but I will reach out to you in a ticket to look into this more closely.

    0

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