Setting up the Zendesk for Salesforce integration

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80 Comments

  • Dwight Bussman
    Zendesk Customer Care

    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.
    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.
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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.

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  • 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. 

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  • Honey Faye

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

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  • Alex
    Hi Honey Faye,
     
    The Salesforce integration is available on our Marketplace on this link: Salesforce
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  • Bill

    Does the integration with Salesforce support multiple Zendesk instances to integrate with a Single Salesforce instance?

     

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Bill

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

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  • Dan R.
    Community Moderator
    Zendesk Luminary

    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
    Zendesk Customer Care

    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.
    Community Moderator
    Zendesk Luminary

    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
    Zendesk Customer Care
    I'm glad to hear that helped to get things workin' for ya. Have a great day!
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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
    Zendesk Customer Care

    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
    Zendesk Customer Care

    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
    Zendesk Customer Care

    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

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  • 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
    Zendesk Customer Care

    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
    Zendesk Customer Care

    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:

    1. Account
    2. Contact
    3. Lead
    4. Opportunity

    And also within the Cases created by Ticket Sync (if enabled).

    The Ticket View is not available on custom objects within SFDC.

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  • 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:

    1. Only one organization is created in Zendesk and not 2.
    2. The organization name in Zendesk changes to the salesforce account that was last updated.
    3. Internal ID is also changing to the SF account ID that I have updated last.

    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
    Zendesk Customer Care

    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.
    Community Moderator
    Zendesk Luminary

    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.

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  • 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.
    Community Moderator
    Zendesk Luminary

    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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