The Ticket View feature in the Zendesk for Salesforce integration queries Zendesk Support in real-time, and displays a list of tickets within your Salesforce Account, Contact, Lead, and Opportunity pages. It also enables users to view, create, and edit Support tickets. When using ticket view, Zendesk ticket data is not stored in Salesforce.
This article contains the following topics:
- Limitations
- Viewing tickets in Salesforce
- Filtering and sorting tickets in Ticket View
- Adding Zendesk credentials to create and edit tickets
- Creating and editing tickets in Salesforce
Related articles:
Limitations
- Attachments and ticket macros are not supported
- Tickets with a requester who does not belong to an organization is only displayed on the Salesforce Contact page, if the email address of the Salesforce contact matches the Zendesk user
- When editing tickets, multi-select picklist fields are not shown or supported.
- Conditional fields aren't conditional within ticket view. Ticket view shows all fields within the selected ticket form.
Viewing tickets in Salesforce
The Ticket View feature in Salesforce shows Zendesk Support tickets. To use the ticket view, make sure you have set it up as described in Setting up a Zendesk Ticket View in Salesforce. There are two interfaces when viewing tickets in Salesforce:
-
Ticket list view: The ticket list view shows a lists all tickets for the Account, Contact, Opportunity, or Lead page.
- Detailed ticket view: When you select a ticket, the detailed ticket view shows all the fields and comment history of the selected ticket. To edit a ticket, see Creating and editing tickets in Salesforce.
Filtering and sorting tickets in Ticket View
The ticket view in Salesforce allows you to specify default settings for sorting and filtering of tickets. By default, all unclosed tickets are shown and sorted in descending priority.
The default filtering and sorting is set by clicking the Filter List icon in the upper right of the ticket view. You can select and deselect any values in the Priority, Status, and Type filter categories to filter tickets.
Adding Zendesk credentials to create and edit tickets
To add Zendesk credentials to personal settings
- In Salesforce, click on the app launcher icon in the upper left, and select an Account, Contacts, Leads, or Opportunities page.
- Navigate to the ticket view in your Salesforce Account, Contacts, Leads, or Opportunities page.
- Click the cog icon
in the upper right of the ticket view to open Personal settings.
- Under Zendesk Agent, click Link Zendesk Agent.
- Enter your Zendesk credentials and allowed permissions. If you are already logged in, you are automatically authenticated and redirected back to Salesforce. You can now create and edit tickets in ticket view.
Creating and editing tickets in Salesforce
Tickets can be created and edited in Ticket View within your Salesforce Accounts, Opportunities, Contacts, and Leads pages. You can also add internal and public comments to existing tickets. However, attachments cannot be added to tickets.
To create a ticket
- In Salesforce, click on the App Launcher icon in the upper left, and select an Account, Contacts, Leads, or Opportunities page.
- In your ticket view in your Salesforce page, click New ticket.
- Enter details in the new ticket form. The fields are similar to the ticket interface in Zendesk Support:
- Requester: The name of the person making the request. It is a contact in the Salesforce account.
- Assignee: The user in Support who is assigned to resolve the ticket.
- Form: The ticket form to support the request type.
- Type: The request type.
- Priority: The priority to resolve the request.
- Subject: The ticket subject
-
Public reply / internal reply: Customer or agent comments
- Click Submit as. The ticket appears in your ticket view in Salesforce and in your ticket editor in Zendesk Support.
To edit a ticket
- In Salesforce, click on the App Launcher icon in the upper left, and select an Account, Contacts, Leads, or Opportunities page.
- In your ticket view, double click on the ticket. The ticket window opens.
- Click the pencil icon (
) in the ticket fields to edit the ticket. - Click Submit As to save changes.
Next, you can continue with Configuring data sync from Salesforce to Zendesk.
33 comments
Dwight Bussman
9094786656154 - currently the only user-focused way to surface tickets on the Account page is using the ticket requester's email address matching the email of a contact within the Account:
Note: this method has limitations due to the size of the search query and will cap out at roughly 100-125 email addresses (each address goes into the underlying search query, so the exact number depends on the length of the email addresses within the contacts).
1
Austin Bolstad
Hello. We have set up our Salesforce/Zendesk integration and have a question about the ticket connection between some of the objects. We want all of the zendesk tickets to show up on our Account level but in our Zendesk org we do not have Organizations associated with the tickets, only ticket requester and their emails. So zendesk tickets are only showing up on our Contact record pages. Is there any solution where we can have all tickets on the contact object to also show up on the associated Accounts zendesk ticket view? I am assuming the only way will be through some out of box solution but wanted to hear from zendesk support first before moving forward. Thanks!
0
Dwight Bussman
HeyO 6940601771802
Have you also configured the profiles for the connected app as documented in https://support.zendesk.com/hc/en-us/articles/4408821555482#topic_n1c_jtm_4jb ? I believe those permissions are only checked when the integration is initially connected in the Admin Center, so if they've changed recently, I recommend disconnecting & reconnecting just to make sure the most current version is being used.
Sometimes folks have multiple versions of the integration or have older versions of the Ticket View hanging out. For the Lightning pages, you'll want to be sure you're using
Zendesk_Ticket_View:For the Visualforce pages you mentioned, it should be
Zendesk_Ticket_View_Account(or_Contact,_Opportunity, or_Leadfor the pages on those objects).I suspect you've already reviewed the permissions documented here, but just in case: https://support.zendesk.com/hc/en-us/articles/4408843355290-What-profile-permissions-are-required-for-the-Zendesk-for-Salesforce-integration
If none of the above helps, I recommend contacting our support team to look into this more closely.
0
Brad
Hi,
I've configured the Permissions Sets and also have enabled profiles to access the different Visualforce pages, and yet my users still have this error: "You do not have the level of access necessary to view this application. Please contact your administrator to grant you access if necessary."
Can you please help?
Thank you!
0
Dwight Bussman
HeyO Colin - I recommend reaching out to our Support team as documented here so that we can look into this matter more closely.
I suspect we'll want to discuss some specifics of your account and it's easier to do this in a more private setting. If there's something more general that would be relevant to the larger group here, we can definitely add it to this thread once the issue has been resolved.
0
Colin Hutzan
Trying this in sandbox and every new ticket created is creating a new organization in zendesk despite the org already existing (name match on the account name in SF). Please assist.
0
Dwight Bussman
HeyO 6466722542362 - I recommend checking the Field Matching for the Ticket View:
By default that matching is done based on the SFDC Account's Name matching the Zendesk Organization Name:
If you're also using Account name = Organization name as your matching fields, the organization of a ticket can be found in the upper left corner of the ticket:
I would start by making sure that the requester of the ticket belongs to the organization in Zendesk whose name matches the Account's name.
If you're using some other organization field for matching, I recommend checking that the value within that field in Zendesk matches the corresponding field within Salesforce.
If this doesn't help to resolve your issue, I recommend you contact support to look into this more closely.
0
hotone
I integrate Salesforce with Zendesk but tickets in accounts did not show. How can i fix this problem
0
Anthony C
Again, thank you for all the help, Dwight! Much appreciated.
0
Dwight Bussman
Here's what I recall happening for each of those features:
Again, I can't guarantee the above, they're just my understanding based on knowledge of the underlying mechanisms for each of those features.
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