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Setting up Ticket View in Salesforce



Edited Oct 17, 2024


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43 comments

Hi! Is it possible to remove some fields from the "Zendesk_Ticket_View_Account" visual force page? e.g. tags, total time spent, priority? Thanks!

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Dwight Bussman

Zendesk Customer Care

heyO Oyinda Phillips - at the moment the fields shown within the Ticket View are fixed and cannot be modified. I recommend providing feedback within https://support.zendesk.com/hc/en-us/community/topics/1260801308170-Feedback-Platform-Apps-Integrations if you'd like to see that behavior changed.

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Dwight Bussman We are trying to reactivate ticket view, but I am receiving the general message "Error Failed to Save Configuration". I have removed and reentered all options in the mapping form. Please advise on next steps.

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Dwight Bussman

Zendesk Customer Care

HeyO Amber Gant-Eldridge

That sounds like something isn't doing what it should. I'd recommend contacting our support team to look into your specific case more closely. 

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Is there a way to perhaps generate a report from the Zendesk widget in Salesforce.  Can it be attached to other pages that allow for more data to be displayed or maybe exported?

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Dwight Bussman

Zendesk Customer Care

HeyO Jason - It's not possible to report on the contents of the Ticket View (on which we're commenting now) because it's searching objects that exist within Zendesk (not SFDC). 

If you'd like to report on tickets, I recommend looking into our Ticket Sync feature instead as this actually creates Case records within Salesforce on which one could report.

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Hello, Is the ticket view available on the Salesforce mobile page? I added the component and can see it on my desktop for the Account and Contact page, but I can't see it on my mobile. 

I appreciate any help you can provide.

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Dwight Bussman

Zendesk Customer Care

HeyO Michae Almeida
I'm seeing the ticket-view on my own mobile device so I know it's possible.

I recommend working with your Salesforce Administrators to ensure that it's been activated on the lightning pages for mobile devices for your specific user/profile (or Account/Contact page layouts if you use the legacy/classic interface)

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I don't know if I am doing this wrong, but it seems that I can only add the zendesk ticket view when I click on one record. Is there a way to apply to all records ? 

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Dwight Bussman

Zendesk Customer Care

Hector - Adding the Ticket View (either as a lightning component or as a visualforce page) to the lightning page (or the visualforce page could also be added directly to the object's layout) should cause it to appear on any record of that type. 

I recommend reaching out to your Salesforce administrators to confirm that the pages have been saved & activated correctly. If you're still not seeing those show up, please contact our support team so we can take a closer look into this matter.

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Dwight Bussman thanks, I got it all sorted.

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Dwight Bussman is there a report that can tell me that every ticket found a match in Salesforce ?

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Dwight Bussman

Zendesk Customer Care

HeyO Hector - I'm not sure I follow the question. I would recommend contacting support so we can discuss directly.

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