Setting up the Zendesk for Salesforce integration

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43 Comments

  • 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. 

     

     

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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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  • 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?

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  • 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.

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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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  • 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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  • 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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  • Bill

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

     

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  • Victor Carreon

    Hi Dwight Bussman,

    Thanks for the prompt reply! I'll keep an eye on this thread for more info.

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  • Scott H

    In the step 

    1. In Admin Center, click the Apps and integrations icon () in the sidebar, then select Integrations > Integrations.
    2. Click Connect next to the Salesforce integration.
    3. I Do not have the option to connect. The only option I have is configure. 
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  • 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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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Victor - the developers that own this migration process just came online and mentioned that the migration of integration-created Targets to Webhooks is actively being worked on and should be coming quite soon.

    They confirmed my belief that you won't need to take any action - it will happen automatically and they are doing lots of work to insure that no integrations are broken by the migration process.

    Sorry I can't provide a more specific timeframe, but hopefully that helps to put your mind more at ease on this matter. I recommend following our Announcements page to stay up to speed on the latest releases. 

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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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