Setting up to view Zendesk tickets in Salesforce

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21 댓글

  • 공식 댓글
    Anika Rani
    댓글 작업 고유 링크

    The Early access program for the Salesforce Integration - built on Zendesk is now closed. Thank you to everyone who took part and provided us with valuable feedback through the EAP. If you are already using the EAP, do not need to take any additional action to use the GA version. 

    The new Salesforce Integration is now generally available. You can read our announcement here.

    • Get started with enabling and setting up here.
    • You can find all the new integration documentation here

    This EAP post will now be closed for comments, so please ask direct any questions to the new documentation articles.

  • Stephen Bailey
    댓글 작업 고유 링크

    Thanks for the detailed instructions! We are able to get the ticket view and data sync functional, but we would like to sync the ZenDesk Organization's External Id with a Salesforce Account External Id, rather than the Organization Name <-> Account Name

    Is that possible yet?

    3
  • Anika Rani
    댓글 작업 고유 링크

    Hi Stephen, the Zendesk external ID field isn't currently supported, however it is something we are considering for our roadmap. 

    An alternative option in the meantime is to create a new custom field in Zendesk, and populate it with the Salesforce ID, and match on that for syncing.

    I'll follow up with you on this via the EAP confirmation ticket we have with some specific questions about your needs and the alternative above. 

    0
  • Amy Harris
    댓글 작업 고유 링크

    Is the linking of Salesforce users to Zendesk agents accessible to lite agents?

    0
  • Anika Rani
    댓글 작업 고유 링크

    Hi Amy, yes you are able to link a Salesforce user to a Zendesk light agent. The Salesforce user will have the same set of permissions as the Light Agent does in Support. You can read more about how linking a Light Agent works on the Using the Ticket View in Salesforce page.

    0
  • Justin Federico
    댓글 작업 고유 링크

    We will soon be using the Zendesk Tickets Related List instead of the Visualforce page. How will this be affected by the new integration?

    0
  • Anika Rani
    댓글 작업 고유 링크

    Hi Justin, the new integration will support the ability to send Zendesk tickets to Salesforce, which then you can use to display tickets in related lists. We're actively working on this feature and it will be released in the next couple of months.

    0
  • Justin Federico
    댓글 작업 고유 링크

    Is there, or will there be, the ability to modify the columns in the view using the Lightning Component? Will we be able to map custom tickets fields as well?

    For example we have custom ticket fields that we use instead of "Priority" and "Type".

    0
  • Anika Rani
    댓글 작업 고유 링크

    Hi Justin, columns can't be customised at the moment but we are considering it as an enhancement to the Ticket View early next year. It's a feature request that has come up a few times already and will prove to be useful. 

    0
  • Lionel Kamdem
    댓글 작업 고유 링크

    Hi Users are currently unable to view Tickets in Salesforce this is what they see.

    Says they do not have sufficient privileges. 

    Where do I go in Salesforce to give them privileges as they already have the right to see the visual force page. 

    Not sure if this is any issue on the Zendesk side as they can already see the ticket. 

    0
  • Anika Rani
    댓글 작업 고유 링크

    Hi Lionel

    Following up with public response to after our communication on a ticket incase anyone else has the same problem.

    This error implies that the Connected App created for the integration is not accessible by the specific Profile of the Salesforce user. By default, we recommend setting this to System Admin, and then granting any of your other Salesforce user profiles access to the app. There are no permissions on Zendesk Tickets, so access is controlled based on Salesforce user profiles. 

    You can manage the profiles which can access the app in the Connected App settings. 

    In your Salesforce Account > Setup > Manage Connected Apps > Select your Connected App > Manage Profiles > add any of the profiles you want

    0
  • Kerry McClauss
    댓글 작업 고유 링크

    I wanted to check if the functionality to sync the ZenDesk Organization's External Id with a Salesforce Account External Id, rather than the Organization Name <-> Account Name is available yet.  If not, how do you handle a use case where you might have more than one Account/Org with the same name.  This seems like it would be a common issue.

    1
  • Kate Rowe
    댓글 작업 고유 링크

    Hi - I am not sure if this is my inexperience trying to configure salesforce lightning page, but although I am able to add the Zendesk ticket view component to my pages no problem, I don't seem to be able to remove them or move them once there!

    The delete 'bin' icon appears, but I cannot click on it.  On other components on the page the mouse icon turns to a "hand" when I hover over the delete icon, this ZD ticket view component stays as a pointer and I am unable to click delete or drag and drop this component.

     

    0
  • Brett - Community Manager
    댓글 작업 고유 링크

    Hey Kate,

    Probably a silly question but are you able to replicate this from another browser or possibly an Incognito window using Chrome?

    0
  • Kate Rowe
    댓글 작업 고유 링크

    Thanks Brett - Problem solved.  I was using Chrome, and that did not work in incognito mode either, but it did work in Firefox. 

    Version of Chrome: 77.0.3865.90

    Versin of Firefox: 58.0.2

    0
  • Anika Rani
    댓글 작업 고유 링크

    @Kerry

    We will be supporting the Zendesk external ID field in upcoming releases.

    In the meantime an alternative option is to create a new custom field in Zendesk, and populate it with the Salesforce ID, and match on that for syncing. 

    0
  • Dan Chester
    댓글 작업 고유 링크

    Is it possible to get the Zendesk tickets lightning component to show up in the Related Lists Quick Links?  We were hoping it would display with the number of tickets

    0
  • Anika Rani
    댓글 작업 고유 링크

    Dan Chester

    Related lists require ticket data to be stored in Salesforce. You will be able to do this using the the Ticket Sync feature which will let you to sync tickets to the Salesforce Case Object (released on November 18). 

    Whereas Ticket View, is only retrieving and displaying ticket data in a Salesforce component. So you're unable to use this for other purposes in Salesforce. 

    0
  • Dan Chester
    댓글 작업 고유 링크

    Thank you for the info

    0
  • Christopher Salonia
    댓글 작업 고유 링크

    Anika Rani

     

    We set up the Zendesk ticketing system (had data flowing from Zendesk to Salesforce.com) but then it stopped working (our Zendesk admin said that the setup pages had changed). The widget disappeared from our Salesforce instance. Do we have the go through the setup from zero again?

    0
  • Anika Rani
    댓글 작업 고유 링크

    Christopher Salonia We'll follow up with you directly on a ticket, I'm not sure I completely follow your question. Any releases on the new integration shouldn't not impact what you already had setup, so we will need to understand this more. 

    0

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