Using Ticket View in Salesforce

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29 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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  • Sabra
    Zendesk Customer Care

    Hey Lee Vienup! Currently, we only support Ticket View on Account, Contact, Lead, Opportunity and Case pages. We do not support Ticket View on custom objects. However, it should be possible to build out a Visualforce page in you SFDC instance that calls the Zendesk APIs to extract certain ticket data for display.

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  • Schallinger, Yaniv

    Hey! 

     

    Is it possible to edit the columns display on the list of tickets on SFDC?

    Meaning if I want to display a different field from the ticket on the overview instead of a current one?

    This will be much helpful instead of clicking each ticket!

    For example- show Resolution Action field instead of 'Updated At'.

     

    Thanks!

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Schallinger, Yaniv

    Unfortunately, it's not possible to modify the fields shown in the list-view at this time, but definitely good feedback that I'd recommend posting in our product feedback forum, as I could see that being a useful addition.

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  • Kyle Janssens

    Are there any insights or directions from others on how other companies have solved the fact that ticket comments are not visible in Salesforce (or are they)? We can see that you can add “Ticket View” for it to be visible but it’s not ideal that people who want to see them would have to look in another location for those comments rather than in the ticket stored in Salesforce. I’m hoping for a creative solutions since it’s not native.

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  • Christine
    Zendesk Engineering
    Hi Kyle, you can view ticket comments in Salesforce, as outlined in the Viewing tickets in Salesforce section of this article.

    Detailed ticket view: When you select a ticket, the detailed ticket view shows all the fields and comment history of the selected ticket.

     
    In your ticket view, double click on the ticket. The ticket window opens.

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  • Graham Ferguson

    Is there any way not to require the assignee to be selected. We are using omnichannel routing and want to have Zendesk assign and not an individual?

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Graham, 
    The only time I'm aware of that Assignee would be required would be if you were creating the ticket in a Solved status. When I test this feature in my test account, the Requester field is required, but Assignee is not.... 

    If you're seeing otherwise, I recommend contacting support to look into that more closely, as I don't believe that to be expected.

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  • Anthony C

    Can two or more Zendesk orgs integrate with one Salesforce org?

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  • Dwight Bussman
    Zendesk Customer Care

    At the moment the integration can only be connected to a single instance of Zendesk at a time. (technically it CAN be connected to multiple instances, but this breaks most features so we don't officially support it) 

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  • Anthony C

    Thank you, Dwight, for the quick response!

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  • Anthony C

    Dwight, is there anything else I can read or know of what exactly happens if we were to do so?  What functionality and features would be broken?

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  • Dwight Bussman
    Zendesk Customer Care

    Here's what I recall happening for each of those features: 

    • The ticket view feature mentioned in this article cannot be enabled in two accounts at once - it throws an error when attempting to enable in a second account while still active elsewhere.
    • The data sync features can be switched on in multiple accounts, but I believe activating the second account causes them both to fail (there's something called a sync listener that isn't able to handle multiple connections gracefully) 

    • Ticket Sync should still work b/c each Zendesk instance has its own trigger that points at the SFDC instance. Where this might get dicey is if the two instances start trying to sync tickets which have IDs that had already been synced by the other instance. In this case, I I suspect the integration would overwrite Case information with the most recent ticket to sync (ignoring previous case info) 

    • Salesforce sidebar App should still work as it relies on making search requests against the SFDC API. 

    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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  • Anthony C

    Again, thank you for all the help, Dwight!  Much appreciated.

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  • hotone

    I integrate Salesforce with Zendesk but tickets in accounts did not show. How can i fix this problem

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO hotone - 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.

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  • 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.

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  • Dwight Bussman
    Zendesk Customer Care

    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.

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