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What profile permissions are required for the Zendesk for Salesforce integration?

Dwight Bussman
  • Edited
Zendesk Customer Care

Question

I want to set up Zendesk for Salesforce integration, but I'm not able to use the default System Administrator profile. What permissions are required to link these successfully?

Answer

There are several permissions that are required depending on which integration features you want to use. See the permission options below.

Administrative Permissions > API Enabled

 

API_settings


If you don't see the above option within your profile, reach out to Salesforce Support or check that your SFDC plan includes access to the API. For more information, see the Salesforce community post: "Enable API" not available.

Administrative Permissions Modify Metadata Through Metadata API Functions



Standard Objects Permissions > Push Topics (full access)

object_permission


Push Topics is required to use the Account, Contact, or Lead syncing portion of the Data Sync feature. Push topics relies on the SFDC Streaming API.

Standard Objects Permissions > Streaming Channels (full access)

This is required to renew the streaming connection for the Account, Contact, or Lead syncing. For more information, see the article: Configuring data sync from Salesforce to Zendesk.

Access to account, contact, lead, or opportunity objects

The default ticket-view settings will appear as the below fields.

ticket_settings


If the settings haven't been adjusted, the SFDC profile of the connecting user will need to have at least read-only access to those fields within their respective objects. See the requirements below. 

  • Account object: Account Name field
  • Contact object:  Email field
  • Opportunity object: Related account name field
  • Lead object: Email field

Access to Case Objects

If you're not using the ticket-to-case sync, access to the Case object is required to connect the integration initially.

case_object

Access to relevant Case fields

Case feilds setting is only required if using the integration's ticket-to-case syncing feature. The relevant fields include all of the fields listed in the Standard field mapping section: Setting up Ticket Sync from Zendesk to Salesforce.

The quickest way to modify these fields within a profile is by navigating to Field-level security > Case > (view). Ensure that the profile in question has edit access to the aforementioned fields.




Access to the Connected app

The Allowed Profiles in the Connected App Manager is mentioned within the article, Setting up user access to Zendesk tickets in Salesforce. These settings need to be in place when the integration is connected in Admin Center, and will not retroactively apply if updated after the app is connected.

Available Push Topics

According to the Salesforce Streaming Limits article, plans are typically maxed out at 40, 50, or 100 push topics.

push_topics


These could be consumed by other integrations or apps. To see how many currently exist, you can execute the following SOQL query using the Developer Console or Workbench.

push_topics_dev


SELECT count() from PushTopic

The Zendesk for Salesforce integration needs to create three of these push topics. One each for Accounts, Contacts, and Leads.

Visualforce Pages

The Lightning component should automatically inherit the permissions of the connected app. However, the Visualforce pages will only be authorized for the System Administrator profile until specified otherwise. To control the permissions of these Visualforce pages, go into Salesforce > Setup > Custom Code > Visualforce Pages.

visualforce

From there, make sure the profile has access to the Visualforce page in question.

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8 Comments

  • Nevena Imetska

    @...

    We were using the data sync with Salesforce successfully and had it setup as per the documentation but after a few tickets had failed to sync we noticed that the configuration for the data sync for accounts, contacts and tickets had been disabled due to an error. 

    We did the configuration again for Contacts and Tickets sync, but we can't do the Accounts sync config because now we don't see the Domain Mapping anymore. We can't see it in the dropdown for mapping the fields in the sync config screen, and we also don't have permissions for it in Salesforce. 

    Any idea what might be the reason since we have not changed any permission settings?

    Thanks, 

    Nevena Imetska

    0
  • Dwight Bussman
    Zendesk Customer Care

    Hi @...

    I suspect that the reason the Domain Mapping field no longer appears is that this was likely a field created by our Legacy Salesforce integration which is currently being deprecated. 

    It should still be possible to map other fields to the Domains organization field

    Hopefully that helps to explain why that field would be absent. If not, I recommend reaching out to our Support team as described in this article to discuss this further in a ticket/on a call/zoom meeting.

    1
  • Nevena Imetska

    Thank you @... that explains it and I have created a custom field for mapping the domain names from salesforce to Zendesk.

    0
  • Paul Rowe

    From Configuring data sync from Salesforce to Zendesk

    I think you need to add this:

    To set streaming API channel permissions

    1. On the Salesforce Setup page, select Administration > Users > Profile.
    2. Select the user profile of the admin setting up the integration.
    3. Click Object Settings > Streaming Channels, and under Object Permissions, select the Read checkbox.

     

    0
  • Dwight Bussman
    • Edited
    Zendesk Customer Care

    HeyO Paul Rowe

    I'm seeing something different in testing this in my account. I've created a user with the following permissions: full access to Push Topics but no access to Streaming Channels and connecting the integration with this user still allows all of its features to work just fine.  

     

    I'm going to chat with our team about why that's present in the "Configuring Data Sync" documentation.... 

    Thanks for the heads-up!

    0
  • Dwight Bussman
    Zendesk Customer Care

    Paul Rowe - I think we figured it out: that permission is required to RENEW the streaming connection (which requires renewal after a period of time depending on how long sessions live within SFDC). So my initial connection worked fine without it, but when it wen to renew, it no longer was able to sync. Thanks for bringing this up! I'm revising the article to include those now.

    1
  • Paul Rowe

    Thanks Dwight.  What you describe is what Adam and I were seeing as well.  It was driving me nutz that it worked 'for awhile.'   

    It might be worth mentioning that Push topics are very legacy SFDC.  (You may know that already.). https://developer.salesforce.com/docs/atlas.en-us.api_streaming.meta/api_streaming/pushtopic_events_intro.htm

    Important

    PushTopic events is a legacy product. Salesforce no longer enhances PushTopic events with new features and provides limited support for this product. Instead of PushTopic events, consider using Change Data Capture events. To learn about Change Data Capture events, see the Change Data Capture Developer Guide and the Change Data Capture Basics Trailhead module.

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Paul Rowe

    I wasn't aware about Push Topics being very legacy and appreciate you passing this along.

    Full disclosure: I have no formal Salesforce training - it's all been on-the-fly teaching myself or having gracious customers like yourself help me to learn. 

    I suspect our Developers are better informed than I am on such matters, but I'll make sure they have at least considered using the Change Data Capture events instead of Push Topics. Thx again!

    0

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