Setting up Ticket View in Salesforce

Return to top

18 Comments

  • Sai Karthik

    I am getting this error, when enabling the Ticket View. How to resolve this?

    "Your Ticket View is already enabled in another Zendesk account. Please disable this first if you want to change the tickets displaying in your Salesforce account."

    0
  • avery

    Thanks @... !

    I've been following that article and it doesn't appear this feature has yet launched. Is there specific verbiage I should keep an eye out for / do you have any insight into the timeline for this feature? We're unable to use Zendesk data with any of our BI tools right now as the v1 SFDC integration is suspended and v2 doesn't have this feature to associate the Organizations. 

    0
  • Dwight Bussman
    Zendesk Customer Care

    Hi Sal,

    This typically means precisely what the error message indicates: that this SFDC instance has is already linked with a different instance of zendesk. If you're on a plan-level that allows for a sandbox instance of Zendesk, I would advise starting by checking to insure that's not linked to this Salesforce account. 

    If you're not sure where that might be linked, please contact our Support team who can look in our logs to see where this is connected.

    0
  • Dwight Bussman
    Zendesk Customer Care

    Hi @... - the feature in this article has been live for quite some time. Have you yet done the setup documented in our  Setting up the Zendesk for Salesforce integration article? If so and you're still not seeing the above ticket-view options, please contact our customer support team to look into this more closely.

    0
  • Lakshmi Prasath

    The sync of zendesk tickets are not yet integrating to salesforce Account page.

    0
  • Dwight Bussman
    Zendesk Customer Care

    HeyO @...

    Sorry to hear that you're having difficulties with your Salesforce integration. I recommend contacting our Support team as documented here: https://support.zendesk.com/hc/en-us/articles/360026614173-Contacting-Zendesk-Customer-Support and someone can look into this matter. 

    I'll take a look to see if you've already reached out to support to insure that your ticket is in the right place.

    0
  • James Irwin

    Hey

    Does anyone know if we can use "Domains" for "Field matching" on "Account"? Due to how my salesforce org was set up it would be better to match "Domains" to data in my DB.

    0
  • Dwight Bussman
    Zendesk Customer Care

    HeyO @...

    Unfortunately, the Organization Domains field is not currently indexed for searching and thus cannot be used as a matching criterion for Ticket View (or Account sync for that matter). If you'd like to see this ability added to our product, I recommend posting in our Product Feedback Forum so that folks can vote in support of this idea and Product Managers can prioritize it appropriately.

    0
  • Gravity CX (APAC Reseller)

    Hi All

    I seem to not have a field listed in the article above for 'Find account ticket by". Easiest is to view this small video....is the article out of date?

    Many thanks

    Chad

    0
  • Gravity CX (APAC Reseller)

    Hi

    Is it possible to customise the ticket field columns in the Lightning component page view? See below.

    0
  • Dwight Bussman
    Zendesk Customer Care

    HeyO Gravity CX (APAC Reseller)

    Not possible at this time, but definitely a good feature-idea for the future. 

    0
  • Ashish Tomar

    I have users and tickets in the organization but still, It's showing No tickets.

    0
  • Dwight Bussman
    Zendesk Customer Care

    Ashish Tomar

    This could happen for a few reasons:

    My first thought is that perhaps the matching criteria listed here might not be based on name:

    If they're set to something other than name, I recommend checking that field to see that the values align on both sides. If it's still set to name, please check that there aren't extra spaces/hidden characters in the names.

    My next thought is that perhaps there's a linkage problem between the instance of SFDC and Zendesk. This would be evident if it also fails at the Contact level. The fix for this would be to disconnect & reconnect the integration within Admin Center. I recommend doing this in an incognito window to avoid any session conflation.

    My final thought is that the user who connected the integration may have been downgraded to an agent role. When that happens, the Ticket View can only "see" tickets that are visible to that agent, as it relies on a search to pull the list. Again, a quick fix for this would be to disconnect & reconnect in Admin Center using a user who's currently an admin.

    If none of these help to resolve this issue, I recommend contacting our Support team so that they can take a closer look.

     

     

    0
  • Sophie Williams

    Hi,

    Is there a way to filter which tickets are displayed in the SF lightning component, based on Tag? For example, if a ticket has the tag 'legal', I do not want this to be displayed in Salesforce.

    Also on the topic of access, can the Zendesk tickets be set to read-only in Salesforce? Or does the access depend on their permissions in Zendesk?

    Thanks in advance for your help!

    Sophie

    0
  • Dwight Bussman
    Zendesk Customer Care

    heyO Sophie Williams

    The ticket-view currently allows filtering by status, priority, and type but does not allow for filtering based on tag. If that's a feature that's important to you, I recommend posting that request to our Product Feedback forum so that others can vote in support of it.

    By default the tickets shown within the view will be read-only. The ability to edit tickets is only available when a user has linked their personal Zendesk Agent credentials as documented here: https://support.zendesk.com/hc/en-us/articles/4408828317082-Using-Ticket-View-in-Salesforce#topic_nd4_c1r_pjb 

    0
  • Sophie Williams

    Thanks Dwight for your speedy reply! 

    Sorry, another question based on your answer - does Salesforce honour Zendesk access rules? So if I limit access to certain tickets for a user in Zendesk (using Zendesk access settings), then that user logs into Salesforce and links to their personal Zendesk account, will they be able to see tickets that are restricted for them in Zendesk? 

    Also, you mentioned edit access is given when the Zendesk account is linked. Do I have the option of giving read-only access, even when the Zendesk account is linked? I don't want users to be able to create or edit tickets from Salesforce.

    Thanks again, 

    Sophie 

    0
  • Dwight Bussman
    Zendesk Customer Care

    heyO Sophie Williams

    Good question! I wasn't sure so I did some testing in my test accounts and the short answer is "it's complicated" or perhaps "we should revisit this". Here's what I'm seeing:

    Within the list of tickets, any visible to the user who initially connected the integration (normally an admin user) 

    but then if they've linked specific agent credentials, the contents of the ticket won't show when they try to load it

     

    I'm reaching out to the Dev team now to see if this is expected/avoidable (as it seems confusing to have the ability to click on a ticket that one cannot actually view).

    Hopefully that helps to answer your question

    0
  • Sophie Williams

    Thanks a lot Dwight, that answers my question. I'm on the same page as you, it seems illogical to see the ticket in the list but not be able to access it. Fingers crossed the Dev team agree and can change it! 

    0

Please sign in to leave a comment.

Powered by Zendesk