Installing and configuring the Salesforce app for Zendesk Support

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10 Comments

  • Justin Federico

    I was informed by Zendesk support that the app is EOL and there will not be any ongoing development.

    That said, are there any plans to replace the app or open the code?

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  • Dwight Bussman
    Zendesk Customer Care

    @... - What you've mentioned would be news to me. I'm thinking there may have been some confusion on the part of the support person to whom you spoke - potentially confusing our sidebar app (which isn't getting a ton of active development at the moment, but isn't EOL that I'm aware of) and the legacy integration app installed within Salesforce.

    I've not been able to find a record of that conversation you had with our support team, but I'll reach out to you to discuss this in a ticket to collect some more details and help to get to the bottom of this.

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  • C E

    I've got the app installed in my SFDC sandbox and I am already logged in to my SFDC sandbox but when I try to connect from the Zendesk integrations page I get this error:

    {"errors":[{"status":"400","code":"1301","detail":" : oauth2: cannot fetch token: 400 Bad Request\nResponse: {\"error\":\"invalid_grant\",\"error_description\":\"ip restricted\"}"}]}

    Please advise if this is something on my end or not. 

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  • Dwight Bussman
    Zendesk Customer Care

    heyO @...

    I suspect that the error_description of "ip restricted" may be connected. Do you know if there are any IP restrictions present in your SFDC instance? If this doesn't appear to be the case, I recommend contacting our support team directly so that someone can take a closer look.

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  • Tomáš Petržilka

    please can you add the screens - how the Salesforce right side panel looks like?

    I havent been able to find any screenshot  - before we start trying to integrate ZD & Salesforce it would be great to have an overview from an AGENT point of view (how the work can look like) - I am mostly interested in the customer data fields (synced from Salesforce) and if there is a possibility to adjust some customer fields (not ticket fields) in Zendesk and have it synced to Salesforce...

    I am referring to this statement (the last paragraph in the article)

    To view Salesforce information from a Zendesk ticket

    With a ticket open in Zendesk, click the Apps button on the upper-right side of the ticket page. The Salesforce app is displayed in the right sidebar.

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Tomáš Petržilka

    Good feedback! I will raise a ticket to our documentation team to add some screenshots of how the app actually looks when in use. 

    In the meantime, I recommend checking out our Salesforce Integration Video Guides which include this video specifically about the sidebar app

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  • Tomáš Petržilka

    Dwight, thnx and please any info about the possibility to edit customer data by agents in Zendesk and have it synced to Salesforce? (from the agent right side panel)

     

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  • Dwight Bussman
    Zendesk Customer Care

    Bi-directional syncing is something the team has definitely considered. I'll mention it to make sure they know there are still folks interested in that, but to get additional weight of consideration, I recommend posting on our Product Feedback forum so that other folks can vote in support of that idea or potentially provide workarounds for it if they've found any.

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  • Fabien Diakhate

    Can you please add ability for agent to refresh the data presented?

    I dont want to keep pinging Salesforce due to API calls limits.

    I want 1 initial pull, then if i gathered more info / or updated some key fields, then as an agent i want to manually pull data from Salesforce.

    ANy idea when this would / could be done?

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  • Anika Rani
    Zendesk Product Manager

    Fabien Diakhate you can request to have the refresh rate reduced down to 15 minutes (it is 60 minutes by default). For an agent to refresh the data, they can simply refresh Zendesk Support page. What you described can be done, however, we don't currently have any plans to support this. 

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