Tip: How to Create a Clickable Zendesk Link on a Salesforce Case
Not sure if this is any use to anyone but I created a formula field in Salesforce that concatenates my Zendesk Domain with the ticketID that get's synced in, so that if I want to pull up Zendesk directly from the case record, I can do that from a report, or from a list view. First screen shows you what it looks like.
Type is a "Formula" field that returns TEXT.
The Formula looks like this:
HYPERLINK("https://{yourdomainhere}.zendesk.com/agent/tickets/" + Zendesk_Support_Ticket_ID__c ,"#" + Zendesk_Support_Ticket_ID__c + ": Click to open in Zendesk" , '_blank')
The current Zendesk/Salesforce Case Viewer component we use on the account object for viewing a collection of cases and their statuses, but we don't really interact with them there because it is a bit clunky. SF reporting is so powerful though so it's really easy for us to look at our cases from a report then use the link to open them (from a management perspective).
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This is awesome!
Thanks so much for sharing this with everyone Dan :)
We will include this in our next Weekly Digest.
Have a great weekend!
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