How can I troubleshoot known issues with the Salesforce integration?

Question

How can I troubleshoot known issues with the Salesforce integration?

Answer

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

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

Related information:

• How can I check my Streaming API limits and usage?
• Zendesk Tickets Failing to sync into Cases.

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?

Check your settings in your Connected App. For more information, see the article: Why do I receive the “redirect_uri_mismatch” error upon connecting the integration? 

Syncing data from Salesforce to Zendesk

Use this checklist to help verify that your data sync is set up correctly.

• Check that you have the right Salesforce API settings requirements when setting up the integration.
• 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 limitation. 
• 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.
• 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.
• When testing the sync, make updates to the Salesforce fields that are mapped to Zendesk. The sync is only triggered when a mapped field is updated.
• 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 the article: How can I check my Streaming API limits and usage? 

Syncing tickets from Zendesk to Salesforce

To check if your Ticket Sync package was successfully installed

1. Go to Salesforce > Setup > Deployment Status.

2. Check for a deployment time for when you installed the package to see if the deployment was successful or failed. If the deployment failed, Salesforce will provide you with detailed errors. Review the errors and resolve them.

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 configured Ticket Sync correctly

1. Confirm that you have activated the Salesforce trigger in Zendesk.
2. Confirm that the trigger JSON body wasn't 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. The Record Type ID is not your Salesforce Org ID.
4. Confirm that all mandatory Salesforce case fields are included in 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 the article: Zendesk tickets fail to sync into cases in Salesforce

Resolving Ticket View errors 

Use this 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 Admin Center, select Apps and integrations icon () in the sidebar, then select Integrations > Integrations, 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 Admin Center, click the Apps and integrations icon () in the sidebar, then select Integrations > Integrations. Next to Salesforce, 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 Admin Center, select Apps and integrations icon () in the sidebar, then select Integrations > Integrations, 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 Admin Center, click the Apps and integrations icon () in the sidebar, then select Integrations > Integrations. Next to Salesforce, click Configure. Select Re-enable Ticket View, and click Save. Alternatively, this is resolved by disconnecting and reconnecting the integration.
You do not have the level of access necessary to view this application. Please contact your administrator to grant you access if necessary.	Before proceeding with the following steps, make sure to set the Permitted users setting to Admin approved users are pre-authorized in the Salesforce Integration for Zendesk connected app, as instructed in the article: Setting up user access to Zendesk tickets in Salesforce. The following procedure is applicable for Visualforce pages.  Log in to Salesforce and click Setup.  Under Administration in the left navigation pane, select Users >Permission Sets. On the Permission Sets page, select New. Enter a label name, and enter the the API name as "Zendesk_Ticket_View", and click Save.  In the App section, select Assigned Connected Apps, then click Edit.  Add Salesforce Integration for Zendesk to the Enabled Connected Apps field, and click Save. Go back to the Permission Sets setup page, click Visualforce Page Access. Click Edit and enable the following pages: zdsf.Zendesk_Ticket_View_Account zdsf.Zendesk_Ticket_View_Contact zdsf.Zendesk_Ticket_View_Lead zdsf.Zendesk_Ticket_View_Opportunity Go back to the Permission Sets setup page and select Manage Assignments at the top of the page Select all users and click Add Assignments.