How can I troubleshoot known issues with the Salesforce integration?
This article includes information and links to articles to help you troubleshoot issues with the Salesforce integration. It contains the sections below:
- Setting up the integration
- Syncing data from Salesforce to Zendesk
- Syncing tickets from Zendesk to Salesforce
- Resolving Ticket View errors
Setting up the integration
What can I do if my integration is automatically disconnecting?
The integration requires your Salesforce session settings to be not set to a locked IP address. If your session settings remain locked, your integration will be disconnected once a session expires.To disable Salesforce sessions being locked to an IP address
- Log in to your Salesforce account.
- Click on the cog in the upper right pane, and click Setup.
- In the left navigation pane under SETTINGS > Security, select Session Settings.
- Review and ensure the Lock sessions to the IP address from which they originated checkbox is not selected.
How do I resolve a ''redirect_uri_mismatch" error when connecting Zendesk to Salesforce?
Check your settings in your Connected App. For more information, see the article: Why do I receive the “redirect_uri_mismatch” error upon connecting the integration?
Syncing data from Salesforce to Zendesk
Use this checklist to help verify that your data sync is set up correctly.
- Check that you have the right Salesforce API settings requirements when setting up the integration.
- Sync filter: Confirm you are not using any unsupported Salesforce fields such as Formula Field, Lookup, and Text Area fields in the filtering. This is a Salesforce Streaming API limitation.
- Sync filter: Confirm you are using the correct syntax in the sync filter values. They are case-sensitive, comma-separated, and must exactly match the Salesforce field value. If you are using a Salesforce picklist field for filtering, the value is the API name.
- Sync field mapping: Check the field mapping which includes Name to Name. This is mandatory because organizations can't be created in Zendesk without a name.
- When testing the sync, make updates to the Salesforce fields that are mapped to Zendesk. The sync is only triggered when a mapped field is updated.
- Formula fields will update only when another mapped field is updated. This is another Salesforce streaming API limitation.
What can I do if my data sync is being automatically disabled?
Check that you have not reached your streaming API limits. For more information, see the article: How can I check my Streaming API limits and usage?
Syncing tickets from Zendesk to Salesforce
To check if your Ticket Sync package was successfully installed
- Go to Salesforce > Setup > Deployment Status.
Check for a deployment time for when you installed the package to see if the deployment was successful or failed. If the deployment failed, Salesforce will provide you with detailed errors. Review the errors and resolve them.
Go to Salesforce > Object Manager > Case > Fields & Relationships. Check if additional case fields were created in your Salesforce Case Object, as shown below for each standard Zendesk ticket field.
- Once you have confirmed steps 2 and 3 were successful, continue with setting up TIcket Sync.
To check if you configured Ticket Sync correctly
- Confirm that you have activated the Salesforce trigger in Zendesk.
- Confirm that the trigger JSON body wasn't edited and is as shown below. Any change to this JSON body will cause the sync to fail. The error shown below is expected.
- Confirm you have entered the correct Record Type ID. If the Record Type ID is incorrect, the sync will fail. The Record Type ID is not your Salesforce Org ID.
- Confirm that all mandatory Salesforce case fields are included in custom ticket field mappings. If you do not map all required fields, the sync will fail.
How do I resolve tickets that are failing to sync to Salesforce cases?
For more information, see the article: Zendesk tickets fail to sync into cases in Salesforce
Resolving Ticket View errors
Use this table to resolve errors in your Ticket View configuration.
|Error message||Action required|
Authentication between Salesforce and Zendesk is not complete. Please contact your administrator to complete setup in Zendesk Admin Center.
Displaying Zendesk Tickets in Salesforce is not enabled. Please contact your administrator to enable this in Zendesk Admin Center.
The connection between Salesforce and Zendesk was interrupted. Please contact your Administrator to re-authenticate in Zendesk Admin Center.
The Zendesk user who setup the integration has changed or been removed. Please contact your Administrator to re-authenticate in Zendesk Admin Center.
Alternatively, this is resolved by disconnecting and reconnecting the integration.
You do not have the level of access necessary to view this application. Please contact your administrator to grant you access if necessary.
|Before proceeding with the following steps, make sure to set the Permitted users setting to Admin approved users are pre-authorized in the Salesforce Integration for Zendesk connected app, as instructed in the article: Setting up user access to Zendesk tickets in Salesforce.
The following procedure is applicable for Visualforce pages.
It appears our Salesforce/Zendesk connection stopped today once we made tickets visible in Salesforce. It was working great. Then the connection ended.
When I try to reconnect the integration, I get a page that says this only:
Any feedback or help would be appreciated as we are excited to get this feature working finally like it was today briefly! Thank you
Thanks for reaching out on this post, I hope you are doing well and apologies for the delayed response!
Could you check that "locked sessions to ip address from which they originated" is unchecked, OAuth policies are configured correctly and ensuring the relevant profiles listed in the Manage Profiles in the connected app here?
For more information to double check the settings please see our article here.
The Zendesk tickets are not updated to Account page
Is this a support issue that you need assistance with? If so, could you provide some additional detail about what is happening?
Nicole, Yes this issue is resolved now. I tried Russel's link steps.
Glad to hear that this issue has been resolved by re-linking!
Dwight B. | Customer Advocate
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?
This error has been encountered by another customer and was answered as one of the comments on Using Ticket View in Salesforce
For your reference, There are a few reasons this might be the case. First, I'd make sure you've followed the initial setup steps: Setting up the Zendesk for Salesforce integration of the users in question.
If that's already in place, you might be using the visual force pages, which have their own separate security. To check this, please see the final point in Zendesk for Salesforce integration - Required profile permissions
If the issue persists, we suggest that you contact us for further investigation.
Hi there @...
When a ticket is closed in Zendesk the status of the originally synced case in salesforce is changed to "Merged".
I'm trying to remove the "Merged" Status in Salesforce from the mapping in https://supersoccerstars.zendesk.com/admin/apps-integrations/integrations/salesforce/ticket_object > "Custom Ticket Field Mapping". there is not a null option on the Zendesk side and the salesforce side is read-only.
Ultimately, if a Zendesk ticket status changes to "closed" we'd like the synced ticket in Salesforce's status to update to "closed" as well.
Any guidance would be greatly appreciated. thanks!
We're in the process of implementing the Salesforce integration and have run into a few challenges.
1.) Welcome Emails are not being triggered when a new Org/User is created through the sync -- is this a know issue? Is there a workaround?
2.) We create the Org first then the User in a flow -- however, we don't want to add a public domain to the Org (e.g., gmail) as that seems to result in un-mapped Users (no Orgs) to get re-mapped to the new Org if gmail is a domain. However, in this case when we don't sync the domain, the integration doesn't return the Zendesk User Record ID. Is this a bug?
Our current process in the company also requires the internal CS team to create tickets in Zendesdk on behalf of customers. These type of tickets are not shown on the customer account records but we would like them to be shown.
When the CS team creates the specific ticket, they also mention the org number and on SFDC to each org is related an account so we can easily relate it to the account threw the org but I will need your help with that.
Is that something pysible?
The error message I have is
From what I can tell the managed package was installed correctly, and ticket view is properly enabled in Zendesk. I'm stuck and not sure how to troubleshoot this.
I am using the integration as a simple ticket view in Salesforce. Suddenly today, when someone tries to check Zendesk view gets two red banners stating:
1. "Failed to fetch your settings. Please try again."
2. "An error has occurred when trying to load tickets. Please check your configurations."
Can anyone help?
Everything was working fine. Now every agent sees this error every time they login to salesforce, and none of the ticket views will load. None of the troubleshooting steps on this page have helped.
Thanks for your report.
I believe this was a temporary service incident on the 31st of March in Salesforce: https://status.salesforce.com/generalmessages/1104
The issue was solved from both sides that day.
Please, if you experience this issue again, contact us as per the following documentation:
Contacting Zendesk Customer Support
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