Setting up the Zendesk for Salesforce integration

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39 Comments

  • Hans Lohmann

    Hey there,

    we're setting up the Salesforce App in Zendesk at the moment. We do the lookup via a custom ticket field which contains the Salesforce Account ID. We're able to display informations from the Account, related Opportunities.

    But for example on Contacts, it shows only those who are direct contacts for the specific account. Our expectation would be that all related contacts are shown, regardless if they're direct or not

    Besides that we're wondering how to make use of Contact Relationships in a meaningful way, so that for example we can display the Role of the contact in the Account

     

    Thanks

    Hans

    2
  • Rachel Murray

    Hi, We currently have two ZenDesk accounts. In an ideal world, we would like each of those ZenDesks accounts to connect to the same SF instance. So each ZenDesk instance would be connected to a single Saleforce instance but it would be the same SF instance for both ZenDesk instances. 

    It is unclear to me from the documentation and the note below whether or not this is possible. Can you please advise? 

    Many thanks,

    Rachel

    ˇYou can only connect one Salesforce account to one Zendesk account. So if you test the integration on a sandbox account, you need to disconnect the integration and reconnect to your production account.

    1
  • 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
    1
  • 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!

    1
  • Nick Sauvé

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

    1
  • 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.

    1
  • 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?

    0
  • 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.

    0
  • Dwight Bussman
    Zendesk Customer Care

    HeyO Bill

    The integration only supports a one-to-one connection at this time.

    0
  • 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!

    0
  • 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.

    0
  • Fellipe M.
    Zendesk Customer Care
    Hi Sarina,
     
    It should be possible to integrate 2 different CRMs with Zendesk. However, you need to be aware that depending on how this is set, it can cause some conflicts. For example, it can happen that both CRMs try to update a ticket field with different information. As long as you are aware of situations similar to this and integrate in a way to avoid it from happening, there should have no issue in integrating Salesforce and another CRM.
     
    If you have any further questions on this, I recommend you create a new ticket with us with more details about your integrations so we can assist you further.
    0
  • Dwight Bussman
    Zendesk Customer Care

    Allen Lai / Head of CX @ Otter.ai
    That's correct - they'll need to link a Zendesk user as documented here: https://support.zendesk.com/hc/en-us/articles/4408828317082-Using-Ticket-View-in-Salesforce#topic_nd4_c1r_pjb 

    0
  • 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?

    0
  • Marlise Briedenhann

    Hi there,

    We have setup Salesforce Zendesk Integration and have added the ticket viewer component to our Account, Contact and Opportunity record pages.

    We have a custom object which is a precursor to an Account being created which contains an email address.  I was wondering is it possible to configure the ticket viewer for custom objects, specifying the zendesk requester email to match the Salesforce custom object's email field?

    Regards,

     

    0
  • Scott H

    How can I check that? I uninstalled the app in zendesk and re installed. I do not see any instance of it in Salesforce.

    0
  • Honey Faye

    Hi - On the AppExchange Marketplace, I'm not finding the Salesforce Integration for Zendesk V2 app.  Link, please?

    0
  • Allen Lai / Head of CX @ Otter.ai

    In the Salesforce lead, a salesperson will click on the new "Zendesk" tab that will show any Zendesk tickets associated with that lead. But the "New Ticket" button is greyed out for them, but it's available for me. Is this because the salesperson's Salesforce email is not linked to a Zendesk agent license?

    0
  • Dwight Bussman
    Zendesk Customer Care

    Hi Scott H

    That indicates that your integration has already been connected at some point. 

    0
  • Dwight Bussman
    Zendesk Customer Care

    HeyO Rachel Murray

    Currently our integration only supports a one-to-one relationship on both sides. I'll reach out to our documentation team to see that this is better clarified in the article above. 

    0
  • Dwight Bussman
    Zendesk Customer Care

    Hi Marlise Briedenhann

    At the moment, the ticket view can only be embedded on 5 objects: 

    1. Accounts
    2. Contacts
    3. Leads
    4. Opportunities
    5. Cases

    For more on the configuration options available, please see: https://support.zendesk.com/hc/en-us/articles/4408834115738 

    0
  • GiveDirectly

    Hello! Is it possible to have one instance of Zendesk be integrated with 2 different CRMs e.g. Salesforce and another (TBD)? I ask because our Zendesk is currently integrated with Salesforce, but we are considering working with an external partner on a new project, and they would be the ones storing customer info in their CRM, so we wanted to see if we could set our Zendesk instance up to also integrate with their platform.

    0
  • Paul Wickes

    Hi,

    Is there native support in the sync for the Salesforce 'Asset' object?

    0
  • Dwight Bussman
    Zendesk Customer Care

    HeyO Paul Wickes

    Our syncing can act on the following objects:

    SFDC > ZD

    • Account > Organization
    • Contact > User
    • Lead > User

    ZD > SFDC

    • Ticket > Case

    Any interaction between the Asset object and one of the aforementioned 5 objects would require custom logic to be created within SFDC as our native integration does not interact with it directly.

    0
  • Jen Ma

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

    0
  • Alex
    Hi Honey Faye,
     
    The Salesforce integration is available on our Marketplace on this link: Salesforce
    0
  • Dave Kaminsky (Qumulo)

    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. 

     

     

    0
  • 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.

    0
  • Victor Carreon

    Will the Zendesk -> Salesforce integration be affected by the shift from targets to webhooks? If so, is there a resource to help us update the auto-generated "Sync tickets to Salesforce" automation?

    0
  • Dwight Bussman
    Zendesk Customer Care

    HeyO Victor Carreon

    I have heard that there is a plan to have those targets auto-migrate to Webhooks at some point, so there shouldn't be any need for action on your part.

    I'll try to get additional detail and share here if I learn more that's worth sharing.

    0

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