Zendesk for Salesforce or Salesforce Integration for Zendesk?

6 Comentários

  • Dwight Bussman
    Zendesk team member

    HeyO Chassidy,

    I'm not sure I follow the issue you're having of 3 new fields coming into the case object, but I'm happy to speak to some of the other questions you posed:

    • Ticket comments don't sync into the case object using the new integration. The first comment should be populated under the Description case-field, but to see the entire comment-history we recommend using the Ticket View feature instead

    • To stop the creation of Zendesk Support Ticket objects, you could deactivate the trigger that has this action:
    • If you'd like to remove the Legacy integration package, there are potentially 3 different Installed Packages you might see in SFDC. The one to remove would be line 2 (light blue) - the Classic (Managed) package:

      Removing the package will also remove the Zendesk Support Ticket objects, so if those are important to your reporting/workflow in Salesforce, please be sure you complete the migration steps described in https://support.zendesk.com/hc/en-us/articles/360035781074 

    Let me know if this helps to answer your questions or if there's something else we can help with on this.

    1
  • Chassidy Hall

    Thank you Dwight, this was very helpful!

     

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  • Chassidy Hall

    Dwight Bussman, one more question on this, what is this one?

    Salesforce Integration for Zendesk V2, I installed that the other day, but not exactly sure what this one is for. 
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  • Dwight Bussman
    Zendesk team member

    Upon closer inspection it appears I may have made a mistake in the above graphic. I suspect the one you mention is actually the integration package, and the one on line 3 of my screen-shot is related to the ticket view package. I will reach out to our Integrations Developers to confirm.

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  • Chassidy Hall

    Dwight Bussman, thank you!

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  • Dwight Bussman
    Zendesk team member

    Line 3 from my screenshot was a component of the LEGACY integration's managed package installation. If you were to uninstall the legacy integration package, it should be removed as a part of that, but the app cannot be uninstalled on its own.

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