Known issues and troubleshooting

This article includes information and links to articles to help you troubleshoot issues with the Salesforce integration. It contains the following sections:

• Setting up the integration
• Syncing data from Salesforce to Zendesk
• Syncing tickets from Zendesk to Salesforce
• Ticket View
• Resolving Ticket View errors 

Related information:

• Why do I receive the “redirect_uri_mismatch” error upon connecting the integration? 
• How can I check my Streaming API limits and usage?
• Zendesk Tickets Failing to sync into Cases.

List of known issues

These are the list of bugs/ issues we are aware of and are working to resolve.

Updated May, 25 2020

Ticket View

• Visualforce page does not scroll horizontally.
• Ticket view may crash when filtering on Priority, if the Priority field value is set to `Normal, High` in Zendesk
• Ticket view Ticket Requester field shows an edit icon, when this field is not editable
• Ticket View may display tickets which do not belong to the Account/Contact/Lead/Opportunity because Zendesk Search API doesn't support exact match. 
  
  

Data Sync

• Salesforce record deleted after syncing to Zendesk, will cause subsequent syncs to the Zendesk record to fail. 
• User welcome email may not be sent by the correct brand. 
• Sync may fail when Salesforce picklist option contains a space and dot
   

Ticket Sync

• Sync may fail when Salesforce picklist option contains a space and dot
   

Setting up the integration

What can I do if my integration is automatically disconnecting?

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

1. Log in to your Salesforce account.
2. Click on the cog in the upper right pane, and click Setup.
3. In the left navigation pane under SETTINGS > Security, select Session Settings.
4. Review and ensure the Lock sessions to the IP address from which they originated checkbox is not selected.
   
   

How do I resolve a ''redirect_uri_mismatch" error when connecting Zendesk to Salesforce?

You will need to check your settings in your Connected App. For more information, see Why do I receive the “redirect_uri_mismatch” error upon connecting the integration? 

Syncing data from Salesforce to Zendesk

Use the following checklist to help check your data sync is set up correctly:

1. Check that you have the right Salesforce API settings requirements when setting up the integration.
2. Sync filter: Confirm you are not using any unsupported Salesforce fields such as Formula Field, Lookup, and Text Area fields in the filtering. This is a Salesforce Streaming API limitations. 
3. Sync filter: Confirm you are using the correct syntax in the sync filter values. They are case sensitive, comma separated, and must exactly match the Salesforce field value. If you are using a Salesforce picklist field for filtering, the value is the API name.
4. Sync field mapping: Check the field mapping which includes Name to Name. This is mandatory because organizations can't be created in Zendesk without a name.
5. When testing the sync, did you make updates to the Salesforce fields that are mapped to Zendesk? The sync is only triggered when a mapped field is updated.
6. Are you updating a Salesforce Formula Field? Formula fields will update only when another mapped field is updated. This is another Salesforce streaming API limitation. 

What can I do if my data sync is being automatically disabled?

Check that you have not reached your streaming API limits. For more information, see How can I check my Streaming API limits and usage? 

Syncing tickets from Zendesk to Salesforce

To check if your Ticket Sync package has been successfully installed

1. Go to Salesforce > Setup > Deployment Status

2. Check for a deployment time for when you installed the package to see if deployment was successful or failed. If deployment failed, Salesforce will provide you with detailed errors. Review the errors and resolve them. If you are unable to resolve them, contact Zendesk Support and provide a screenshot of the error.

3. Go to Salesforce > Object Manager > Case > Fields & Relationships. Check if additional case fields were created in your Salesforce Case Object, as shown below for each standard Zendesk ticket field.

4. Once you have confirmed steps 2 and 3 were successful, continue with setting up Ticket Sync. 

To check if you have configured Ticket Sync correctly

1. Confirm you have activated the Salesforce trigger in Zendesk Support under Admin > Business rules > Triggers.
2. Confirm that the trigger JSON body has not been edited and is as shown below. Any change to this JSON body will cause the sync to fail. The error shown below is expected. 
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3. Confirm you have entered the correct Record Type ID. If the Record Type ID is incorrect, the sync will fail. Note: Record Type ID is not your Salesforce Org ID.
4. Confirm that all mandatory Salesforce case fields are included custom ticket field mappings. If you do not map all required fields, the sync will fail.

How do I resolve tickets that are failing to sync to Salesforce cases?

For more information, see Zendesk Tickets Failing to sync into Cases.

Ticket View

To check if your Ticket View package has been successfully installed

1. Go to Salesforce > Setup > Deployment Status.
   
2. Check the deployment time when you installed the package and see if the deployment was successful or failed. If the deployment failed, Salesforce will display errors. Review the errors and resolve them. If you are unable to resolve them, contact Zendesk Support and provide a screenshot of the error.
   
   
3. Check if the components were successfully created.
   For the Lightning component, go to Salesforce > Setup > Lightning Components > Zendesk_NGSFDC_TicketView
   
   
   
   For the Visualforce page, go to Salesforce > Setup > Visualforce Pages > Zendesk_NGSFDC_Ticket_View
   
   
   
   
4. If steps 2 and 3 are successful, continue with setting up Ticket View.

Resolving Ticket View errors 

Use the following table to resolve errors in your ticket view configuration.

Error message	Action required
Authentication between Salesforce and Zendesk is not complete. Please contact your administrator to complete setup in Zendesk Admin Center.	In Zendesk Admin Center: Select Integrations > Salesforce, and click Connect Click the Ticket view tab, select the Enable Ticket View check box Click Save.
Displaying Zendesk Tickets in Salesforce is not enabled. Please contact your administrator to enable this in Zendesk Admin Center.	In Zendesk Admin Center: Select Integrations > Salesforce, and click Configure. Click the Ticket view tab, select the Enable Ticket View check box. Click Save.
The connection between Salesforce and Zendesk was interrupted. Please contact your Administrator to re-authenticate in Zendesk Admin Center.	In Zendesk Admin Center: Select Integrations > Salesforce, and click Reconnect. Select Configure, select Re-enable Ticket View. Click Save.
The Zendesk user who setup the integration has changed or been removed. Please contact your Administrator to re-authenticate in Zendesk Admin Center.	In Zendesk Admin Center: Select Integrations > Salesforce, and click Reconnect or Configure. Select Re-enable Ticket View, and click Save.