The Zendesk for Salesforce integration connects your Salesforce accounts to Zendesk accounts. It allows Zendesk tickets to be viewed in Salesforce from an Account, Contact, Lead, or Opportunity page. You can also create and edit Zendesk tickets, and sync Salesforce accounts to Zendesk organization data. For more information about the benefits and the limitations of the Zendesk for Salesforce integration, see Guide to integrating Zendesk and Salesforce.
The Zendesk for Salesforce integration is available if you are using Salesforce edition: Performance, Unlimited, Enterprise, or Developer Edition (or other editions with Salesforce API rights, such as Professional with the API add-on).
You must be a Zendesk Support administrator and Salesforce administrator to set up your integration. You cannot use an API-only Salesforce user to connect the integration.
The setup process requires performing a series of tasks:
If you need to disconnect your integration, see Disconnecting and reconnecting the integration.
Related information:
Checking your Salesforce session settings
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 the cog () in the upper right pane, then 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.
Connecting Zendesk to Salesforce
Admin Center is where you set up and configure your integration, including the integration location. It is recommended to test the integration with your Zendesk sandbox account and Salesforce sandbox account first.
To connect Zendesk to Salesforce
- In Admin Center, click Apps and integrations in the sidebar, then select Integrations > Integrations.
- Click Connect next to the Salesforce integration.
- Select the Salesforce instance to set up the integration. Note: You 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.
- Click Install managed package. This opens Salesforce in a new web
browser tab. The package installs Lightning and Visualforce components,
which are used for the Ticket View feature. You will be
asked to log in to Salesforce if you are not already logged in. Do this in a
private web browser window to ensure that there is only one active
Salesforce session. Note: We recommend selecting Install for All Users. Users who are not granted access cannot view Zendesk tickets in Salesforce.
- Click Install.
- When the package has finished installing, click Done.
- Return to Admin Center, accept the Built by Zendesk Terms of Use, then click Connect.
- On the Allow Access? screen, click Allow.
Setting up user access to Zendesk tickets in Salesforce
After setting up your connection between Zendesk and Salesforce, you need to define which user profiles in Salesforce can view Zendesk tickets.
To select user profiles to view Zendesk tickets
- In Salesforce, click the cog () in the upper right pane, then click Setup.
- In the left navigation pane under PLATFORM TOOLS, select Apps > Connected Apps > Manage Connected Apps.
- Click the Salesforce Integration for Zendesk app.
- Click Edit Policies.
- Under OAuth Policies, set Permitted Users to Admin
approved users are pre-authorized and click Save. This is a
required setting.
- Return to the Manage Connected Apps page, then click the Salesforce Integration for Zendesk app.
- Under Profiles, select Manage Profiles.
- Select the user profiles in Salesforce that can view Zendesk tickets. You
must select the System Administrator profile. User profiles that
are not selected will not be able to view Zendesk tickets.
- Click Save.
Your setup is now complete. Next, you can continue with the following:
Disconnecting and reconnecting the integration
The Zendesk for Salesforce integration can be disconnected in the Admin Center. Once disconnected, your configuration settings are still retained if you decide to set it up again. If you're reconnecting the integration, you'll need to enable syncing and activate the Salesforce trigger again.
- In Admin Center, click Apps and integrations in the sidebar, then select Integrations > Integrations.
- In Salesforce integration, click Configure.
- Click Disconnect in the upper right. Confirmation of the
disconnection is displayed.
To reconnect the integration
- In Admin Center, click Apps and integrations in the sidebar, then select Integrations > Integrations.
- In the Salesforce integration, click Connect.
- On the Salesforce integration setup page, click Connect.
- Re-enable syncing for the following settings:
- Activate your Salesforce trigger again.