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. You should 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.
- On the Integrations page, click Salesforce.
- Select the Salesforce instance to set up the integration: Salesforce
Production or Salesforce Sandbox.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.
You are returned to the Salesforce integration setup page in 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.
- On the Integrations page, click Salesforce.
- 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.
- On the Integrations page, click Salesforce.
- Click Connect.
- On the Salesforce integration setup page, click Connect.
- Re-enable syncing for the following settings:
- Activate your Salesforce trigger again.
84 comments
Dwight Bussman
In order to continue troubleshooting this, I have some questions that are likely better to handle in a ticket. We can circle back here if there's something of relevance to a wider audience.
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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.
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Fellipe M.
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.
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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
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
Honey Faye
Hi - On the AppExchange Marketplace, I'm not finding the Salesforce Integration for Zendesk V2 app. Link, please?
0
Alex
The Salesforce integration is available on our Marketplace on this link: Salesforce
0
Bill
Does the integration with Salesforce support multiple Zendesk instances to integrate with a Single Salesforce instance?
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Dwight Bussman
HeyO Bill
The integration only supports a one-to-one connection at this time.
0
Dan R.
I have the Version 4 of the integration and it seems the `Profiles` section in step 6 is missing entirely. Is that expected or is something amiss on my end?
I'm an admin in our SF, but I get permissions errors when loading the ticket view.
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Dwight Bussman
heyO Dan R.
The most common reason that "Profiles" section would fail to appear is that the "Permitted Users" section hasn't yet been toggled to "Admin approved users are pre-authorized". Once that's set & saved, the Profiles option should appear. If that's configured correctly and you're still not seeing it, I recommend reaching out to support so we can take a closer look.
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Dan R.
Dwight Bussman Thank you! I somehow missed that setting in the 15 times I reviewed everything before posting. Seems like we're all good now!
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Dwight Bussman
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Janet Holyoak
Is it possible to bring custom objects from Salesforce into Zendesk? We have a related object to the Account object that we would like to list records of in Zendesk.
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Dwight Bussman
HeyO Janet Holyoak - if you're using the Salesforce sidebar app it should be possible to display such objects (either directly, or if they are directly related to the Account object)
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Max
Hey there, we're trying to import salesforce 'person accounts' in zendesk. However, we want them to be imported as users, not as organizations. Is there a way to achieve this ? Thank you for your help
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Dwight Bussman
Max - Our integration treats Person Accounts the same as other Accounts which means they would be synced into Organizations. If you'd like to bring them over as users, I recommend looking into our Bulk User Import feature, or consider using our REST API endpoints with some custom SFDC logic.
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Max
Thank you Dwight, we would need the data to be updated, so a bulk import wouldn't match our needs. We're gonna look into the other solution for the moment.
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Cortney Dampier
Hi there,
Is there a way to create a Ticket in Zendesk from Salesforce? The use case is Sales Reps wanting to submit customer service tickets. I swore we set up a bi-directional sync previously but now that I'm reading through here that doesn't seem possible?
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Dwight Bussman
Our integration allows for creation of tickets through the Ticket View feature.
Here are some docs on how to set up the ticket view: https://support.zendesk.com/hc/en-us/articles/4408834115738
and here's the documentation specifically about how to add agent credentials for creating tickets within that view: https://support.zendesk.com/hc/en-us/articles/4408828317082-Using-Ticket-View-in-Salesforce#topic_nd4_c1r_pjb
1
Cortney Dampier
Dwight Bussman thank you so much for the speedy response here, it's greatly appreciated! Thanks -- it's been a while so I wasn't sure if I was just misremembering :)
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Dwight Bussman
Cortney Dampier - happy to help :)
Also, if you're lookin' for a speedy response you can contact support via the widget within your Zendesk instance. The bot can serve up some of these things, but you can also talk to agents within a few minutes (they're usually quicker than these article comment threads as there are more folks watching that channel)
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Khrystyna Yizhak
Hi! Is this possible? ->> We are using current integration and Zendesc tickets shows on the Account records. Can we add those tickets to the related records(custom object) also?
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Dwight Bussman
Khrystyna Yizhak - It sounds like you're describing the Ticket View feature of this integration. If so, that is available on the following 4 objects:
And also within the Cases created by Ticket Sync (if enabled).
The Ticket View is not available on custom objects within SFDC.
1
Yoram
Hi,
I encountered a strange behavior with the Salesforce integration.
It looks like a bug, however, if there is a logic to it, I will be glad to hear..
I have two accounts in Salesforce
Company A & Company A (Child)
Company A is the parent account and Company A (child) is the son
Both share the same domain
I have the account sync on, so basically the integration of Salesforce creates the organizations in Zendesk.
I guess that as both accounts share the same domain, the integration is not behaving as I expected it. Here is what I see:
This is not good as it syncs we are planning to syn information to other systems that have the parent son relationship and there will be a mixup in the information between the organizations
How can this be resolved and still keep the domain names?
and maybe another question... when is Zendesk going to support parent-son relationships between organizations?
Thanks
Yoram
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Dwight Bussman
heyO Yoram - I recommend contacting our support team to look into the fact that only one organization was created.
Without the ability to dig into logs/specific examples, my guess is that it has to do either with the matching criteria or with a sync-relationship having been formed by a previous sync. Either of these could mean that both the parent and child accounts are syncing into the same organization within Zendesk. You can read a bit more about those sync-relationships within https://support.zendesk.com/hc/en-us/articles/4935435219098-Salesforce-data-sync-error-Name-or-Email-has-already-been-taken - although you're not seeing an error like the one from that article, the behavior you describe suggests a similar root-cause.
As for the "when is Zendesk going to support parent/child relationships between organizations" - I recommend posting that feature-request to our Product Feedback forum for Support.
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Yoram
Hi Dwight,
Thanks, I will contact support.
As for the Parent Son support, there are some requests already posted
Thanks
Y
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Dan R.
Zendesk requires Unique Org names. Do both companies in your Salesforce have the same name and the relationship is denoted by metadata? If they're the same, you'll only get one created.
You can also check the integration logs in the Admin centre for information on what's happening on the the sync, it might provide some clues as to why it's failing.
0
Yoram
Thanks, Dan,
Yes, actually, the integration works on one unique matching criteria which in my case is the account name matched to the organization name.
I have checked and both have a unique name.
It looks like the integration is not doing an exact match and does a "Like" match.
I have opened a ticket with Zendesk support and I am communicating with them as the first response did not lead to a solution
Thanks
Yoram
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Dan R.
Thanks Yoram for the update. Would love to know what they find, I suspect if the integration is doing LIKE matching that a lot of users (myself included!) would have issues without knowing.
I would love for us to be able to use External ID as a first matching criteria (since we can write it during sync) and use name just for fallback.
I'd also love to have the integration support the new Custom Objects as well as Lookup relations, but no such luck yet!
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