Installing and configuring the Salesforce app for Zendesk Support

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  • 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!

  • 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" 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: 

    Please feel free to reach out to 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.

  • 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 ?

  • 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: 

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

    Thanks for calling this out!

    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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