Using Ticket View in Salesforce

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12 Comments

  • Naveen Ram

    is it possible to create a ticket in salesforce without manually clicking on the "New Ticket" button on the component?

    Can we perform any automation where we can create a series of tickets without manually clicking that button?

    Also, do we have an object called "Zendesk Ticket" on salesforce where these tickets are getting stored, if yes then we should be able to use that object in the automation tools?

    Please let me know. Thank you.

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  • Dwight Bussman
    Zendesk Customer Care

    @...

    Our integration requires clicking the button to create tickets in Zendesk, but if you wanted to have an SFDC tool create tickets in a more automated fashion, you could leverage our REST API: https://developer.zendesk.com/rest_api/docs/support/tickets#create-ticket or https://develop.zendesk.com/hc/en-us/articles/360059146153#creating-a-ticket-with-a-new-requester, but this would involve custom coding outside of our integration.

    As for objects within Salesforce, the ticket view itself doesn't require/create objects in SFDC, but the Ticket Sync can create Case objects. This is a one-way sync from Zendesk to SFDC, so newly-created Cases/changes to existing Cases do not create/update Zendesk tickets. Again, for this, you'd need to leverage the REST API: https://developer.zendesk.com/rest_api/docs/support/tickets#update-ticket

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  • Anika Rani
    Zendesk Product Manager

    @... thanks for your feedback! Glad to hear this feature has been useful for your Sales team.

    Our integration doesn't officially support Salesforce mobile, only the browser. While Ticket View did work on the previous version of the Salesforce app this wasn't something we specifically intended to support (you can see in previous comments on this page, we always recommend the browser should there be a problem with the app). With the recent update, it has stopped working. 

    Unfortunately its not something we'll be looking to immediately address, our recommendation is still the browser. Its in our future roadmap to consider at some point. Is there any reason you can't use the browser or prefer the mobile? 

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  • Ryan Dunlap

    Is it currently on the roadmap to extend the filtering capability, specifically around being able to search for a ticket by the ticket id?

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  • Christopher Wooten

    @... Any update on customizing the columns for this piece?

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  • Anika Rani
    Zendesk Product Manager

    @... Unfortunately we don't have any plans to enhance the UX for ticket view. Have you placed the lightning component on the widest part of your page layout? Which details were you still have difficulty viewing? 

    @... apologies for missing your question. We haven't received much feedback on the filtering, so thats not planned. Are you suggesting a way search the returned tickets by ID or keyword where perhaps there are too many pages to go through?

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  • Randy Magliozzi

    Is there anyway to set or increase the number of records display in the view from 5 to 10 or 100?  Thanks!

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  • Dwight Bussman
    Zendesk Customer Care

    heyO @... - unfortunately, the Ticket View isn't flexible in this way at the moment, but if that's something that would be really helpful to you, I recommend submitting that as product feedback within our Feedback Forum. This allows others to vote in support of your idea and helps our Product Managers to decide how to prioritize future development with respect to need/desire for certain features.

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  • Jeremy Long

    Is it possible to specify a default form or to tag tickets that are created from within Salesforce? I don't see any indication of where the ticket came from. Also, why isn't the submitter at least added as a follower? That seems like bad behavior. 

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  • Arno (EMEA Partner)

    Trying to figure out, if this integration would work for us in specific case. The view for creating a ticket with internal and public comments is fine, and editing fields is good too, but is it possible to actually add an internal or a public comment to an existing Zendesk ticket from Sales Force side as well? Seems obvious that it would be supported, but I was not sure based on this article. 

     

     

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Arno,
    It's definitely possible to add comments to existing tickets. I will talk to our Documentation team about clarifying this better herein, but here's a screenshot of this feature in action: 

    Similar to the creation of new tickets, the ability to add comments to existing tickets requires a linked Zendesk agent.

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  • Lee Vienup

    Is there any way to surface relevant tickets on a custom object? This object has a single Account lookup, and it's for that Account that we'd like to show all related tickets

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