With Zendesk Chat-Salesforce integration, agents can create Salesforce cases for customers by clicking a link that appears at the end of each chat. All of the customer's information in Chat, including transcript, country, IP address, and contact information, is automatically pulled into the Salesforce case.
Note: The Salesforce for Chat integration is only supported for standalone chat accounts. Accounts integrated with Zendesk Support cannot use Salesforce for Chat.
You'll need your Salesforce security token to complete this integration. If you already know your Salesforce security token, you can
To find your Salesforce security token
- In Salesforce, select Setup > Personal setup > My Personal Information > Reset my security token. An email will be sent to you with your new security token.
To add Salesforce to your Chat account
- From your Zendesk Chat account page, select the Integrations tab.
- Select Salesforce integration.
- Enter your Salesforce username, security token, and password.
- Click Save.
6 Comments
Hi Danny -
No, that is not a capability of the integration.
Hello, we are trying to configure the integration configuration between zendesk and salesforce, but once the accounts are connected, we do not see the option anywhere of the link for case creation in salesforce. Could you please tell me the steps that I should follow once the zendesk and salesforce accounts are connected?
@Maria Laura Oribe
I'm afraid this feature is limited to customers on a Phase 0 or 1 account (Stand alone Chat) or at a minimum of a Team level for our Chat product. Hope that helps clarify this one!
Hello, we have integrated chat with salesforce.
Once a new chat is started, integration creates a case in salesforce.
We expect that, when the conversation is finished, chat transcript will appear in case details.
What we see is "The chat transcript will be appended when the agent or visitor leaves the chat."
But transcript never appears when all participiants left the chat.
How can we fix this?
Hi, are person accounts supported?
Yes, as long as the Salesforce edition for your Person Account is Performance, Unlimited, Enterprise, Developer Edition (or other editions with Salesforce API rights, such as Professional with the API add-on).
For your reference: Setting up the Zendesk for Salesforce integration
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