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.
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.
19 Comments
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.
@...
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
@... 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?
Is it currently on the roadmap to extend the filtering capability, specifically around being able to search for a ticket by the ticket id?
@... Any update on customizing the columns for this piece?
@... 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?
Is there anyway to set or increase the number of records display in the view from 5 to 10 or 100? Thanks!
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.
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.
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.
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.
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
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.
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!
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.
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.
In your ticket view, double click on the ticket. The ticket window opens.
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?
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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