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Setting up the Zendesk for Salesforce integration



Edited Oct 17, 2024


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84 comments

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

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

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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.

Zendesk LuminaryCommunity Moderator

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.

Zendesk LuminaryCommunity Moderator

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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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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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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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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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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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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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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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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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 LuminaryCommunity Moderator

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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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.

Zendesk LuminaryCommunity Moderator

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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