Start here: What is the new Salesforce Integration and how do I sign up?

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15 Comentarios

  • Tobias Hermanns
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    Hi there,

     

    any integration for Dynamics from MS planned?

     

    Regards,

     

    Tobias

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  • David Gillespie
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    Hi Tobias,

    We currently don't have plans to build a Zendesk owned MS Dynamics integration.

    There is an existing integration that a partner has built (https://www.zendesk.com/apps/support/dynamics-365-sales-connector/) which might be fit for your purpose.

    Thanks,

    David

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  • Dan Cooper
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    Hello, 

    Does this updated integration provide any improvements by way of handling some of the more complex sync conflicts between organizations and users?  The current Salesforce integration has several advanced features that seem to be indicators if the integration is right for your team.  Are those restrictions still the same? 

    Is it possible to expand on what "customizable and extensible" means as a benefit?  Is this a continued benefit that is seen today, or are there new flexibilities that are being added to the new integration?

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  • Mathieu
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    Hi Zendesk team,

     

    Thanks for this, integration is key for us and I look forward to test it out.

    How does the new integration api usage compare to the legacy version? Should we plan for an increase of api calls?

     

    Regards,

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  • Wouter van Gessel
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    Hi Zendesk,

    The most important requirement for our company is that ticket data is saved inside Salesforce.

    In the unlikely case that we discontinue using Zendesk and if we disconnect Zendesk from Salesforce, will ticket data still be saved in Salesforce?

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  • Paul Bendzko
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    What about the pricing or commercial part.

    Can i as an admin easily connect our Zendesk account with our Saleforce instance. And Salesforce-user that don't have Zendesk access could also edit, create tickets etc in Salesforce? Or how does this work?

    Thank you!

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  • Anika Rani
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    Hi Mathieu

    With our initial feature set (for EAP and general availability in November), we don't anticipate a significant increase in API usage. It will be comparable to legacy integration API usage.

    When we introduce other features on our roadmap in the future such as Zendesk to Salesforce sync, there will be additional API calls made. We'll be sure to advise customers of this and address it in our docs when releasing this.

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  • Anika Rani
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    Hi Paul

    The integration itself is free. For any Salesforce users who don't have Zendesk access and want to create/edit tickets from Salesforce, you can link that Salesforce user to any Zendesk agent account. Viewing tickets is accessible by all Salesforce user profiles you make the integration available to. 

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  • Anika Rani
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    Hi Paul

    We are currently in development for Ticket Sync and it will be available mid-November when we fully launch the integration - which will enable sending and storing tickets in the Salesforce Case Object. 

    If you were to disconnect the integration, historical tickets sent up to that point would remain in the object, but any new and updated tickets would no longer send from the time you disconnect. 

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  • Valentina
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    We did not sign up for alpha test, but now as September is over soon, we'd like to know the news on this integration.

    When companies should start implementing this new integration?

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  • Anika Rani
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    Hi Valentina

    We will be sending out detailed updates on the integration and next steps by the end of this week. The new integration will be out of beta and become generally available in mid-November. 

    In the meantime, we recommend you start testing the new integration now, or as soon as possible. If you are using the existing integration, the EAP can be used alongside it for an easy transition. 

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  • Valentina
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    Hi Anika!

    Thanks for your reply. How do we start with this new integration? Should we download something? Is there an article on how to start?

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  • Anika Rani
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    Hi Valentina

    Please sign up using this form. Once we've reviewed your request, we'll enable the EAP for you and you'll receive a confirmation on how to get started. 

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  • Valentina
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    Hi Anika!

    You said the detailed updates on the integration and next steps will be sent out by the end of the previous week. Where can I find them, please?

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  • Anika Rani
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    Hi Valentina 

    The next steps have been sent by email. Your Zendesk Support Admins and Salesforce Admin should have received this. 

    We also have published the next steps on the following posts and would encourage you to read and follow these as we will continue to post updates here: 

    If you have Salesforce edition with API rights (Performance, Unlimited, Enterprise, Developer Professional with API add-on)
    Migrating the legacy Salesforce integration to the new Salesforce integration

    If you do not have Salesforce edition API rights (Professional or below)
    Migrating the legacy Salesforce integration to third party solutions

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