This article describes setting up a view of Zendesk tickets for your users in Salesforce. This feature queries Zendesk Support in real-time from the Account, Contact, Lead, Opportunity, and Case pages and does not store any Zendesk data in Salesforce.
Before creating a ticket view in Salesforce, you will need to Set up your Zendesk for Salesforce integration.
This article includes the following topics:
- Enabling and configuring Ticket View for Salesforce
- Adding a Lightning component or Visualforce page to your Salesforce page
- Checking if Ticket View has successfully installed
- Enabling profiles to view Ticket View
Related information:
Enabling and configuring Ticket View for Salesforce
The ticket view feature is a view of your Zendesk tickets in Salesforce. It is configured in your Admin Center.
To enable and configure Ticket View
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations > Integrations. - Next to Salesforce, click Configure.
- If you installed the managed package when setting up your Zendesk to Salesforce connection, you can enable Ticket View. Continue to step 7.
- If you did not install the managed package during installation, click Install managed package. The package installs a Lightning component and Visualforce component in your Salesforce account that will be used for Ticket View. We recommend you select Install for All Users. Users who are not granted access are unable to view Zendesk tickets in Salesforce.
- Click Install.
- After installation of the package is complete, return to Admin Center and refresh the Ticket View page.
- Select the Enable Ticket View checkbox.
- In the Field Matching section, configure the matching criteria to filter which tickets are displayed in Salesforce.
The default criteria for how tickets are displayed on Salesforce pages are as follows:
- Find account tickets by: Show tickets where the ticket requester's Zendesk organization name matches the Salesforce account name. Person Accounts are also supported by selecting "Ticket requester email" and under Using Salesforce field, selecting "Person Account Email Address"
- Find contact tickets by: Show tickets where the requester email address matches the Salesforce contact email
- Find opportunity tickets by: Show tickets where the ticket requester’s Zendesk organization name matches the Salesforce account name
-
Find lead tickets by: Show tickets where the requester email address matches the Salesforce contact email
You can also set the account-wide filtering and ticket sorting displayed in Salesforce. By default, all unclosed tickets sorted by descending status are shown.
The field used for matching within Salesforce needs to be visible to Salesforce users looking at Ticket View. The minimum requirement is read-access only.
Each Salesforce user can set their personal default filtering and sorting by changing this in the Zendesk UI in Salesforce.
- After you’ve enabled and configured your Ticket View settings, click Save.
Adding a Lightning component or Visualforce page to your Salesforce page
After installing the managed package, you need to add the Lightning component or Visualforce page to your Salesforce Contact, Lead, Opportunity, or Case pages to display Zendesk tickets. If you choose to add a Lightning component, you must have a Salesforce My Domain subdomain.
To add a Lightning component or Visualforce page to your Salesforce page
- In Salesforce, click on the App Launcher icon in the upper left, select View All, then click the link to a Cases, Accounts, Contacts, Leads, or Opportunities page.
- Select the Case, Account, Contact, Lead, or Opportunity object.
Note: The ticket view in the Case page is view only.
- Navigate to edit page by clicking on the cog icon on the upper right, and select Edit Page.
- To use the Lightning component, find your Lightning component listed under "Custom" in the list of components on the left. Remember, this only works if you have My Domain enabled.
- Drag "Zendesk_Ticket_View" onto the page. If you installed the previous version of the app, it will be listed as "Zendesk_NGSFDC_Ticket_View." This is no longer used for setting up Ticket View.
- To use the Visualforce page, find the Visualforce component listed under Standard on the left sidebar.
- Drag the Visualforce page onto the page layout and select the "Zendesk_Ticket_View_Account" on the right sidebar under the "Visualforce Page Name" menu. Repeat this step for the Contact, Lead and Opportunity pages.
- Click Save to update.
- Navigate to your Salesforce page, and a view of your Zendesk tickets appears, as shown in the example below.
Note: If you see the message "No tickets in this list," it means your organizations in Zendesk don't have users assigned to them.
If agents encounter permission errors when viewing tickets, check that the user profiles in Salesforce have access to Zendesk tickets. For more information, see Setting up user access to Zendesk tickets in Salesforce.
Checking if Ticket View has successfully installed
The following procedure helps you check if Ticket View has successfully installed in Salesforce.
- Go to Salesforce > Setup > Deployment Status.
- Check the deployment time when you installed the package and see if the deployment was successful or failed. If deployment failed, Salesforce will provide you with detailed errors. Review the errors and resolve them. If you are unable to resolve them, contact Zendesk Support and provide a screenshot of the error.
- Check if the components were successfully created.
For the Lightning component, go to Salesforce > Setup > Lightning Components > Zendesk_Ticket_View
For the Visualforce page, go to Salesforce > Setup > Visualforce Pages > Zendesk_Ticket_View
To resolve issues with your Ticket View configuration, see Resolving Ticket View errors.
Enabling profiles to view Ticket View
Profiles that require visibility of the Ticket View feature can be enabled in Visualforce pages.
To enable profiles to view Ticket View
- In Salesforce, go to Setup > Custom Code > Visualforce Pages.
- Next to the label which includes "Zendesk_Ticket_View_Contact," "Zendesk_Ticket_View_Lead," "Zendesk_Ticket_View_Opportunity," and "Zendesk_Ticket_View_Account," click Security under the Action column.
- Select Profiles from Available Profiles, add them to Enabled Profiles, then click Save,
13 Comments
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."
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.
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.
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.
The sync of zendesk tickets are not yet integrating to salesforce Account page.
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.
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.
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.
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
Hi
Is it possible to customise the ticket field columns in the Lightning component page view? See below.
HeyO Chad Susa
Not possible at this time, but definitely a good feature-idea for the future.
I have users and tickets in the organization but still, It's showing No tickets.
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.
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