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.
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
- Log in to your Salesforce account.
- Click on the cog in the upper right pane, and click Setup.
- In the left navigation pane under SETTINGS > Security, select Session Settings.
- 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:
- 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 limitations.
- 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, did you make updates to the Salesforce fields that are mapped to Zendesk? The sync is only triggered when a mapped field is updated.
- 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
- Go to Salesforce > Setup > Deployment Status
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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.
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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.
- 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
- Confirm you have activated the Salesforce trigger in Zendesk Support under Admin > Business rules > Triggers.
- 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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- 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.
- 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
- Go to Salesforce > Setup > Deployment Status.
- 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.
- 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 - 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:
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Displaying Zendesk Tickets in Salesforce is not enabled. Please contact your administrator to enable this in Zendesk Admin Center. | In Zendesk Admin Center:
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The connection between Salesforce and Zendesk was interrupted. Please contact your Administrator to re-authenticate in Zendesk Admin Center. | In Zendesk Admin Center:
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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:
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8 Comments
My connection work fine and will sync to zendesk if object is updated. How initial bulk sync can be done?
Hey Ari,
There's no bulk sync in the new integration, however, you may want to take a look at the following article on How to Sync Many Accounts/Contact/Leads At Once
I hope this helps!
Hi, I have two questions concerning ticket sync configuration.
HeyO Lena,
As I understand it, fields can be marked as required in a few different ways within Salesforce, so question 1 should really be directed to your Salesforce System Administrator who'd be more familiar with field-requirements for your specific workflow.
As for question 2, our article on Setting up Ticket Sync covers this point:
"You must map all required Salesforce Case fields. If a required field is not mapped, the sync will fail."
Much as that sounds a bit harsh, this is how field requirements work within the Salesforce API, so please be sure that you've got those required fields covered. If you're having trouble getting cases to sync, our Support team would be happy to help troubleshoot what might be causing this.
Thanks!
Hey,
My integration was working fine until yesterday all the fields were mapped and syncing as they should. At some point yesterday the integration "broke", now it says that all the Salesforce fields I was mapped to are no longer accessible, or have been deleted. The confusing part for me is that I am the System Admin for both Zendesk and Salesforce and there has been no access changes on my production version of Salesforce. Furthermore, when I look for the fields in Salesforce, they are still there exactly how they were before this issue. I did try changing the accessibility of some of the fields without any luck. I then tried disconnecting and reconnecting to Salesforce using the new managed package, but that didn't solve my issue either. Any ideas or paths I should head down would be greatly appreciated.
Thanks,
Jason Fouchier
Jason Fouchier I can confirm that this was a bug which caused as a result of another change we made. We are currently fixing the issue and it should be released in a few hours. I will post an update here when done.
Sincere apologies for the inconvenience it has caused you and thanks for posting your feedback here.
Jason Fouchier bug has been resolved. Please review your field mappings and let us know if theres any problems.
Hey Anika,
Thanks for the update, I have checked all my mappings and they all look like they are working as intended.
Thanks,
Jason
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