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Using Ticket View in Salesforce



Edited Jun 21, 2024


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Dwight Bussman

Zendesk Customer Care

HeyO Brad 

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 _Lead for 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. 

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