Zendesk for Salesforce 整合中的工单视图功能可实时查询 Zendesk Support，并在 Salesforce 客户、联系人、潜在客户和业务机会页面中显示工单列表。它还允许用户查看、创建和编辑 Support 工单。使用工单视图时，Zendesk 工单数据不会存储在 Salesforce 中。
本文章包含以下主题：
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限制
工单视图功能有以下限制：
- 不支持附件和工单宏
- 请求者不属于组织的工单仅会显示在 Salesforce 联系人页面上（如果 Salesforce 联系人的电邮地址与 Zendesk 用户匹配）
- 编辑工单时，不显示也不支持多选选取列表字段。
- 有条件的字段在工单视图中没有条件。工单视图显示选定工单表格中的所有字段。
在 Salesforce 中查看工单
Salesforce 中的工单视图功能可显示 Zendesk Support 工单。要使用工单视图，确保您已按照 在 Salesforce 中设置 Zendesk 工单视图中的说明进行设置。在 Salesforce 中查看工单时有两个界面：
-
工单列表视图：工单列表视图显示和列出客户、联系人、业务机会或潜在客户页面的所有工单。
- 详细工单视图：选择一张工单后，详细工单视图将显示所选工单的所有字段和评论历史记录。要编辑工单，请参阅 在 Salesforce 中创建和编辑工单。
在工单视图中筛选和排序工单
Salesforce 中的工单视图允许您指定用于工单排序和筛选的默认设置。默认情况下，所有未关闭工单都将显示，并按优先级降序排序。
通过单击工单视图右上角的 筛选列表 图标可设置默认的筛选和排序。您可以选择和取消选择优先级、状态和类型筛选类别中的任何值来筛选工单。
添加 Zendesk 凭证以创建和编辑工单
要在 Salesforce 中创建或更新工单，Salesforce 用户必须通过身份验证，方法是将其 Zendesk 专员帐户凭证添加到工单视图个人设置。低权限专员也可以被链接。
注意：当链接到低权限专员时，专员可编辑工单的所有方面。但是，在提交工单后，由于 Support 权限受限，会返回错误。
在个人设置中添加 Zendesk 凭证的步骤
- 在 Salesforce 中，单击左上角的应用启动器图标，然后选择一个客户、联系人、潜在客户或业务机会页面。
- 导航到您的 Salesforce 客户、联系人、潜在客户或业务机会页面中的工单视图。
- 单击齿轮图标
工单视图右上角的 以打开 个人设置。
- 在 Zendesk 专员下，单击 链接 Zendesk 专员。
- 输入您的 Zendesk 凭证和允许的权限。如果您已经登录，您将自动进行身份验证，并重定向回 Salesforce。现在您可以在工单视图中创建和编辑工单。
在 Salesforce 中创建和编辑工单
工单可在 Salesforce 客户、业务机会、联系人和潜在客户页面的工单视图中创建和编辑。您还可以在现有工单中添加内部和公开评论。但是，附件无法添加到工单。
创建工单
- 在 Salesforce 中，单击左上角的应用启动器图标，然后选择一个客户、联系人、潜在客户或业务机会页面。
- 在 Salesforce 页面的工单视图中，单击 新建工单。
- 在新的工单表格中输入详情。这些字段与 Zendesk Support 中的工单界面类似：
- 请求者：请求者的姓名。它是 Salesforce 客户中的联系人。
- 受托人：Support 中被分配解决工单的用户。
- 表格：支持请求类型的 工单表格 。
- 类型：请求类型。
- 优先级：解决请求的优先级。
- 主题：工单标题
-
公开回复/内部回复：客户或专员评论
- 单击 提交为。工单显示在 Salesforce 的工单视图和 Zendesk Support 的工单编辑器中。
注意：创建或更新的工单可能需要几分钟时间才能完成索引并显示在您的工单视图中。
编辑工单
- 在 Salesforce 中，单击左上角的应用启动器图标，然后选择一个客户、联系人、潜在客户或业务机会页面。
- 在工单视图中，双击工单。工单窗口随即打开。
- 单击铅笔图标 (
）以编辑工单 - 单击 提交为 以保存更改。
接下来，您可以 配置从 Salesforce 到 Zendesk 的数据同步，继续。
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33 条评论
Dwight Bussman
9094786656154 - currently the only user-focused way to surface tickets on the Account page is using the ticket requester's email address matching the email of a contact within the Account:
Note: this method has limitations due to the size of the search query and will cap out at roughly 100-125 email addresses (each address goes into the underlying search query, so the exact number depends on the length of the email addresses within the contacts).
1
Austin Bolstad
Hello. We have set up our Salesforce/Zendesk integration and have a question about the ticket connection between some of the objects. We want all of the zendesk tickets to show up on our Account level but in our Zendesk org we do not have Organizations associated with the tickets, only ticket requester and their emails. So zendesk tickets are only showing up on our Contact record pages. Is there any solution where we can have all tickets on the contact object to also show up on the associated Accounts zendesk ticket view? I am assuming the only way will be through some out of box solution but wanted to hear from zendesk support first before moving forward. Thanks!
0
Dwight Bussman
HeyO 6940601771802
Have you also configured the profiles for the connected app as documented in https://support.zendesk.com/hc/en-us/articles/4408821555482#topic_n1c_jtm_4jb ? I believe those permissions are only checked when the integration is initially connected in the Admin Center, so if they've changed recently, I recommend disconnecting & reconnecting just to make sure the most current version is being used.
Sometimes folks have multiple versions of the integration or have older versions of the Ticket View hanging out. For the Lightning pages, you'll want to be sure you're using
Zendesk_Ticket_View:For the Visualforce pages you mentioned, it should be
Zendesk_Ticket_View_Account(or_Contact,_Opportunity, or_Leadfor the pages on those objects).I suspect you've already reviewed the permissions documented here, but just in case: https://support.zendesk.com/hc/en-us/articles/4408843355290-What-profile-permissions-are-required-for-the-Zendesk-for-Salesforce-integration
If none of the above helps, I recommend contacting our support team to look into this more closely.
0
Brad
Hi,
I've configured the Permissions Sets and also have enabled profiles to access the different Visualforce pages, and yet my users still have this error: "You do not have the level of access necessary to view this application. Please contact your administrator to grant you access if necessary."
Can you please help?
Thank you!
0
Dwight Bussman
HeyO Colin - I recommend reaching out to our Support team as documented here so that we can look into this matter more closely.
I suspect we'll want to discuss some specifics of your account and it's easier to do this in a more private setting. If there's something more general that would be relevant to the larger group here, we can definitely add it to this thread once the issue has been resolved.
0
Colin Hutzan
Trying this in sandbox and every new ticket created is creating a new organization in zendesk despite the org already existing (name match on the account name in SF). Please assist.
0
Dwight Bussman
HeyO 6466722542362 - I recommend checking the Field Matching for the Ticket View:
By default that matching is done based on the SFDC Account's Name matching the Zendesk Organization Name:
If you're also using Account name = Organization name as your matching fields, the organization of a ticket can be found in the upper left corner of the ticket:
I would start by making sure that the requester of the ticket belongs to the organization in Zendesk whose name matches the Account's name.
If you're using some other organization field for matching, I recommend checking that the value within that field in Zendesk matches the corresponding field within Salesforce.
If this doesn't help to resolve your issue, I recommend you contact support to look into this more closely.
0
hotone
I integrate Salesforce with Zendesk but tickets in accounts did not show. How can i fix this problem
0
Anthony C
Again, thank you for all the help, Dwight! Much appreciated.
0
Dwight Bussman
Here's what I recall happening for each of those features:
Again, I can't guarantee the above, they're just my understanding based on knowledge of the underlying mechanisms for each of those features.
0
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