New Setup: Allow all Salesforce users to create tickets for Salesforce Contacts

2 Comments

  • Derrick Delliquadri

    I located this integration Guide article that explains that I need to:

    Your sales reps will also have the ability to create and edit Zendesk tickets from Salesforce—by linking each sales rep to an agent seat within Zendesk.

    https://www.zendesk.com/blog/step-by-step-guide-to-integrating-zendesk-and-salesforce/

     

    The only way I know to do that is by giving the username and password to every employee and explain how to find/use the "Link Zendesk Agent" button. 

    This worked for my test user in my Salesforce sandbox.  Now the New Ticket button is active in Salesforce. However, it forces my user to fill in the New Ticket webform within the 250px height Zendesk Visualforce page module with scrollbars.  I'd prefer not setting this module to a higher pixel height and this makes that form awkward.  

    I still feel like I'm missing something.  Looking around the Zendesk website, it seems like the Legacy integration had more function in this regard (albeit more complicated to integrate) The old "legacy" integration: https://support.zendesk.com/hc/en-us/articles/203660006-Legacy-Salesforce-Setting-up-sending-Zendesk-tickets-into-Salesforce 

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  • Dwight Bussman
    Zendesk team member

    Hi Derrick Delliquadri

    This same requirement (needing to link a zendesk user within SFDC) was present in the legacy integration as well.  Our documentation for that integration was archived following its deprecation, which should help to resolve some of the "legacy vs new" jumble you mentioned. 

    It shouldn't be required to "give the username/password to every employee" because each would already need to have unique zendesk credentials. If they're already logged into Zendesk as their own unique user, the "link agent" button should be only requirement to get them set up. 

    Thanks for the feedback on the Visualforce page. The way in which the classic interface handles these page-elements definitely isn't ideal. If your team uses the Lightning interface, changing to the Lightning component instead should help resolve the sizing/scrolling issues, as this component dynamically adjusts to the size of its contents. 

    Hopefully this helps to resolve your issues, but if not, please feel free to reach out to our Support team as we'd be happy to dig into this further in a chat/ticket/meeting.

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