Setting up the Zendesk for Salesforce integration

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16 Comments

  • Dan Greaves

    I'm investigating an automated way of taking Posts data from the Gather platform and pushing it into Salesforce and associating it with contact/account records. Is that something that sounds possible using the Help Center API?

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  • Dwight Bussman
    Zendesk Customer Care

    Dan -

    If you're willing to have those posts create tickets within Zendesk, you could leverage the native Ticket Sync feature - Setting up Ticket Sync from Zendesk to Salesforce  - to pass that over to SFDC. We have some built-in logic to associate the cases this feature creates with SFDC Accounts/Contacts based on the organization/requester of the ticket. 

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  • Dan Greaves

    Ok, that's a good call and definitely something we can explore. If we decided that we didn't want to automatically have a Zendesk ticket created for all community posts, would the Help Center API provide endpoints for us to programmatically grab community posts data and pull it into Salesforce? Understanding, of course, that we would need to do some custom dev work on our side in SFDC.

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  • Nick Sauvé

    Hey all! If I set this up while logged into my account in our company Zendesk instance, and I leave the company and my account in Zendesk is deactivated, will that break the oauth connection between Salesforce and Zendesk?

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Nick - 

    Yes: if your Zendesk user was the one who connected the integration, downgrading them will break the connection. Here's the passage in the above article that addresses this:

    One of the admins who's not leaving can preemptively disconnect & reconnect the integration within admin center. All of the settings will be preserved, but the various features (ticket view, data sync, ticket sync) will have to be re-enabled following that re-connection.

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  • Nick Sauvé

    Gah, thanks Dwight! Can't believe I overlooked that but I appreciate the quick response!

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  • Hoa Chiang

    Hi, a lot of the Salesforce integration documentation revolves around ticket creation and support. We'd like to use it for Help Center (Guide) authentication. We'd like to limit our help center to only our clients being able to access the content. Is this possible and is there any documentation specific to this? Or is it implied that setting up the integration also inherently controls Help Center access? Thanks!

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  • Dwight Bussman
    Zendesk Customer Care

    Hoa-

    The only point of overlap that I see between the Salesforce Integration and Help Center access would be the Account/Contact Sync being able to sync users into organizations or add tags. Once that information has been synced over, it would be possible to control access to specific Help Center content through the User Segments feature.

    Similarly, it's possible to write custom-code that would restrict various portions of the Help Center such as ticket-submission based on a user's organization membership. This is documented in the following article: Hide ticket forms based on user's organization 

    Hopefully these help to answer your question. If not, please feel free to contact our support team for more assistance.

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  • Jen Ma

    Is it possible to map Zendesk tickets to custom objects in Salesforce using the Zendesk Saleforce native app? 

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Jen -

    The Salesforce sidebar app (which is one part of this integration) can pull information about custom objects assuming one of the following is true:

    • The custom object is directly linked to a standard object (like an account / contact / lead)
      or 
    • There is a field within the ticket that can be used to find the custom-object(s) directly
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  • Jen Ma

    Thank you Dwight! Thank you for the quick response! I reviewed the article and also the syncing data from Zendesk to Saleforce. I noticed that the article only talks about how to sync Zendesk data to Case Custom objects. Is there a way to sync it to Saleforce custom objects? Our other vendor doesn't use Case Saleforce custom objects.

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  • Dwight Bussman
    Zendesk Customer Care

    Our sync from ZD > SFDC goes into Cases alone. That said, it should be possible to make a custom workflow within Salesforce to take that Case information and carry it over to a custom object. This sort of custom coding isn't done natively by our integration, but I've definitely seen customers who're doing similar things in the past.

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  • The Grumpquat

    Has Bi-Directional Sync for Users and Orgs created in Zendesk to be created in Salesforce been delivered yet?  This feature is still absent as far as I am aware. 

     

     

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  • Dwight Bussman
    Zendesk Customer Care

    The ability to sync user/org changes from Zendesk to update existing SFDC contacts/accounts has not yet been delivered.

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  • Ben Harrison

    For an integration with Salesforce, is it possible for a ZenDesk support ticket to not only appear on the Contact record associated with the external "requestor", but to aggregate all of the Contact's tickets on an Account. For example: Contact A, Contact B and Contact C all work at Account 1. Contact A has 2 tickets, Contact B has 2 tickets and Contact C has 6 tickets. Is there a way for all 10 ZenDesk support tickets to appear on Account 1?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Ben,

    If Contact A, B, and C, user profiles in Zendesk are all associated with the same Organization, and the Organization's name in Zendesk matches their Account name in Salesforce, then yes, you should be able to set up Ticket View in Salesforce so to that it will show all tickets from those users (and I think that may in fact be the default setting). Take a look at the "Ticket View" video here (forward to about 2:06) and you'll be able to see what the settings for that should look like – under Field Matching, make sure it says "Find account tickets by: Organization name, Using Salesforce field: Account Name": Salesforce integration video guides

    Hope that helps!

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