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Setting up the Zendesk for Salesforce integration



Edited Oct 17, 2024


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Dwight Bussman

Zendesk Customer Care

HeyO Yoram & Dan, 

I know that our integration does a "LIKE" match for the Ticket View (it's really performing a search based on the matching criteria), so tickets belonging to all 3 of these Zendesk organizations would appear under an IT account's ticket view if matching based on name: 
  • Ithica College
  • IT Support, Inc.
  • It's A Great Company
because each has a name that begins with the string it
 
In terms of the Data Sync, I believe that uses an exact match based on matching criteria for the initial sync, but subsequent syncs rely on a "sync relationship" - basically if an account has ever synced to an organization, and both still exist, it is presumed to be linked to that organization. This behavior allows for a change to the account's name syncing over to update a linked organization's name (when matching based on name). For more details about these "sync relationships" please see https://support.zendesk.com/hc/en-us/articles/4935435219098-Salesforce-data-sync-error-Name-or-Email-has-already-been-taken which outlines some of the errors that can occur as a result of those.
 
Finally - I completely agree that it'd be great to have matching based on External ID. I raised this need a few years back, but can definitely revisit that with the team. I recommend posting that feature request in our Product Feedback Forum for Apps & Integrations so that other folks can vote in support of that. This allows our developers to prioritize work on things for which there's the greatest need.

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Hi Dwight,

Thanks for the comment.
I will update the thread once I have the support's feedback.

I have shared with support a video capture of the issue.

I guess you have access to the support tickets, so if you want to take a look, it is documented in ticket #1577614

Have a great day

Yoram

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OK.. I got an answer from Dwight after he investigated the issue.

I am passing his analysis, here for your knowledge.

Thanks Dwight!!!

 

The matching criteria defined in Admin Center are used for the first sync of an account to Zendesk. 
 
Once an account has synced successfully, Zendesk stores a "sync relationship" between the account ID and the zendesk organization ID to which it was matched for that sync. When an account goes to sync a second time, the integration sees that this "sync relationship" exists, confirms that the organization in question hasn't been deleted, and then updates the organization based on ID. This update occurs even if the organization no longer matches based on the matching criteria. 
 
So here's what the see happening in my instance:
 
Back in March of 2022, an organization was created called "Conpany A" (using a fake name due to privecy concenrs).
 
While the name set thusly, the account 0011v00002eumEySSA with the matching name of "Conpany A" synced and matched to that organization as expected.

On 2023-03-25, we changed the name of that Zendesk organization to be "Conpany A (Child)"
 
After that time, the account 0012400000Y3uyCDDF synced from SFDC, and its name matched to the current name of the organization. 
 
At this point, a sync relationship exists for each of those two accounts pointing at the same organization which is why you're seeing both of them sync there.

 

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Can someone provide some documentation or steps to send Salesforce Lead Data to Zendesk through integration ?

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Audrey Ann Cipriano

Zendesk Customer Care

Hi Ashoka Poojari welcome to our Community! 

You may check this link to our doc on configuring data from Salesforce to Zendesk :) Thanks!

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Does this connector make use of existing Zendesk API caps or limits, and if so, which limits?

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Dwight Bussman

Zendesk Customer Care

HeyO Alexander.S

Several features of our SFDC integration make API requests to Zendesk endpoints, all of which are counted against our REST API Rate Limits

The Sidebar App and Ticket Sync features do not hit Zendesk APIs, but instead hit SFDC APIs and would be subject to their rate-limits.

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Hello, I am now working with a ZD instance that I did not setup, and am doing some reviews of user access.  I see our SFDC admin also has ZD admin access, and they say it was from the initial integration.  Is there any impact to removing their admin access to ZD, will it break the integration?  Is there a way to tell?

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Dwight Bussman

Zendesk Customer Care

HeyO Shane Weber

If the user who connected the integration has their role downgraded (on either side - Zendesk or Salesforce), it will mean that some portions of the integration will no longer function properly

That's why we have this caveat within the article above:

Fortunately the "fix" for this is to disconnect & reconnect the integration within Admin Center. You could even do that proactively (prior to downgrading the current user) within an incognito window just to be certain you're aware of the user who actually performed that connection. We're working to make it easier to find details about the connecting user IDs within the product, but for the time being that'd be the fastest way to do so. 

If you didn't want to do that disconnect/reconnect, here's a way to find out which users are in use:

  • to see the Zendesk user who connected the integration you can enable account/contact syncing, sync a record over, and see which user created that record in the audit log (if your plan level doesn't have access to audit logs, Advocacy can check that within logs on our side)

  • to see the SFDC user who connected it, you can enable ticket syncing and see which user is listed as the "Case Owner". You can also spot this based on activity within the Connected Apps Oauth Usage in SFDC.

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Thanks Dwight Bussman, we are a professional plan and don't think we have audit logs in that plan after reviewing the link. 

How can I reach out to the Advocacy team.  

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Dwight Bussman

Zendesk Customer Care

HeyO Shane Weber - oops! Sorry. I meant to include that in my earlier response. Here's a link to the process for contacting support. I'll keep an eye out for that ticket as I think I can collect that pretty info pretty quickly.

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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.

 

Can we get some clarification on this. Can we connect prod to prod AND a Sandbox to a sandbox at the same time? Or do we get a single connector link in our entire account?

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Dwight Bussman

Zendesk Customer Care

Prod-to-Prod & Sandbox-to-Sandbox can be connected simultaneously (as they are separate accounts from an API perspective). 

The Note you mentioned was to help avoid the confusion we'd seen where folks would connect their Production SFDC to a Zendesk Sandbox and then also attempt to set up a connection to that same SFDC instance in their Zendesk Production. 

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Hi,

I'm unable to add the "products" within a salesforce "order" to my salesforce app in Zendesk.  I can show orders, and direct fields of orders, but order products are a related object, and I don't see any way to show them.  Is this possible?

This is quite an important missing feature - I need my support team to be able to see what products a customer is entitled to use before they set up those products for them.

Thanks

Sam

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Dwight Bussman

Zendesk Customer Care

heyO Sam Illingworth

Our Salesforce sidebar app should be able to display objects directly related to the current object. For example, if looking up the Account object, the app could show Contacts or Cases (or custom objects) that are directly related to the Account object.

In your instance, are you looking up the Order objects directly or might you be viewing Orders that are related to some other object that's how they're found? The reason I ask is that our integration can only view those objects DIRECTLY related to the "base object" - so while I can look up an Account and see its related Contacts or Cases, I couldn't see the cases linked to those related contacts. (Hopefully I'm explaining that sufficiently well!)

If this is for an object directly related to the primary object, I recommend raising a ticket with our Support team so we can look into this further, as that sounds like a misbehavior.

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Thanks Dwight Bussman.  Yeah, order products would be one layer removed from the account - products are related to an order, which is related to an account, and it's the account that we're initially looking up.

Is there any way to get this indirect relationship to work in the integration?  Is it on your developer's roadmap do you know?  And is there any sort of workaround you're aware of in the meantime?

The reason it's valuable is so our support team can see what product/services the customer they're helping has purchased.

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Dwight Bussman

Zendesk Customer Care

HeyO Sam, 
 
Ah - that makes sense. While I don't know if that's on our developer's roadmap at this time, you can help them to be aware of the need for such a feature by posting it on our Integrations Product Feedback page
 
The only "workarounds" I can think of for this all involve having a separate way to look up the object that IS directly related  (in this case the Order object). From that object it should be possible to pull all related Products

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After going through the installation instructions, I am seeing two versions of the app installed on Salesforce:

Salesforce Integration for Zendesk

Salesforce Integration for Zendesk V2

Do I uninstall one ?

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Hiedi Kysther

Zendesk Customer Care

Hi Hector, 

We are currently using Salesforce Integration for Zendesk V2. You may uninstall the Salesforce Integration for Zendesk. 

Hope this helps! 

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I get this error when I try to uninstall:

The component you are attempting to delete is part of a managed package, and cannot be deleted.

Sounds like both are needed ? v2 needs the regular version too ?

I will go ahead and just configure v2 and see how that goes.

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I have connected one of my Salesforce Sandbox environment with Zendesk and performed the above steps. The data is synced up in Zendesk but I can only see 5 records in Zendesk although I have more than 5 records in Salesforce. Could someone please help on it.

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Dwight Bussman

Zendesk Customer Care

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Dwight Bussman - Do we have an alternative option for displaying all the records? Also, is there an option to upgrade this feature like do you have any specific plan that provides us with this option.

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Dwight Bussman

Zendesk Customer Care

Indhu Ravuthasamy - I've just been informed by our developers that they're currently working on increasing this number. In the initial phase they're looking to allow for 10 records, but the hope is to have as many as 20 by the end of the year. This roll-out is not plan-specific - it should be available to you at no cost. 

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