The Zendesk for Salesforce integration connects your Salesforce accounts to Zendesk accounts. It allows Zendesk tickets to be viewed in Salesforce from an Account, Contact, Lead, or Opportunity page. You can also create and edit Zendesk tickets, and sync Salesforce accounts to Zendesk organization data. For more information about the benefits and the limitations of the Zendesk for Salesforce integration, seeGuide to integrating Zendesk and Salesforce.
The Zendesk for Salesforce integration is available if you are using Salesforce edition: Performance, Unlimited, Enterprise, or Developer Edition (or other editions withSalesforce API rights, such as Professional with the API add-on).
You must be a Zendesk Support administrator and Salesforce administrator to set up your integration. The setup process requires performing a series of tasks:
If you need to disconnect your integration, seeDisconnecting and reconnecting the integration.
Related information:
Checking your Salesforce session settings
The integration requires your Salesforce session settings to be not set to a locked IP address. If your session settings remain locked, your integration will be disconnected once a session expires.
To disable Salesforce sessions being locked to an IP address
- Log in to your Salesforce account.
- Click the cog (
) in the upper right pane, then clickSetup. - In the left navigation pane underSETTINGS>Security, selectSession Settings.
- Review and ensure theLock sessions to the IP address from which they originatedcheckbox is not selected.
Connecting Zendesk to Salesforce
Admin Center is where you set up and configure your integration, including the integration location. It is recommended to test the integration with your Zendesk sandbox account and Salesforce sandbox account first.
To connect Zendesk to Salesforce
- InAdmin Center, click
Apps and integrationsin the sidebar, then selectIntegrations > Integrations. - ClickConnectnext to the Salesforce integration.
- Select the Salesforce instance to set up the integration.
Note:You can only connect one Salesforce account to one Zendesk account. So if you test the integration on a sandbox account, you need to disconnect the integration and reconnect to your production account. - ClickInstall managed package. This opens Salesforce in a new web browser tab. The package installs Lightning and Visualforce components, which are used for theTicket Viewfeature. You will be asked to log in to Salesforce if you are not already logged in. Do this in a private web browser window to ensure that there is only one active Salesforce session.
Note:We recommend selectingInstall for All Users. Users who are not granted access cannot view Zendesk tickets in Salesforce. - ClickInstall.
- When the package has finished installing, clickDone.
- Return to Admin Center, accept the Built by Zendesk Terms of Use, then clickConnect.
- On theAllow Access?screen, clickAllow.
Setting up user access to Zendesk tickets in Salesforce
After setting up your connection between Zendesk and Salesforce, you need to define which user profiles in Salesforce can view Zendesk tickets.
To select user profiles to view Zendesk tickets
- In Salesforce, click the cog () in the upper right pane, then clickSetup.
- In the left navigation pane underPLATFORM TOOLS, selectApps>Connected Apps>Manage Connected Apps.
- Click theSalesforce Integration for Zendeskapp.
- ClickEdit Policies.
- UnderOAuth Policies, setPermitted UserstoAdmin approved users are pre-authorizedand clickSave. This is a required setting.
- Return to theManage Connected Appspage, then click theSalesforce Integration for Zendeskapp.
- UnderProfiles, selectManage Profiles.
- Select the user profiles in Salesforce that can view Zendesk tickets. Youmustselect the System Administrator profile. User profiles that are not selected will not be able to view Zendesk tickets.
- ClickSave.
Your setup is now complete. Next, you can continue with the following:
Disconnecting and reconnecting the integration
The Zendesk for Salesforce integration can be disconnected in the Admin Center. Once disconnected, your configuration settings are still retained if you decide to set it up again. If you're reconnecting the integration, you'll need to enable syncing and activate the Salesforce trigger again.
- InAdmin Center, clickApps and integrationsin the sidebar, then selectIntegrations > Integrations.
- InSalesforce integration, clickConfigure.
- ClickDisconnectin the upper right. Confirmation of the disconnection is displayed.
To reconnect the integration
- InAdmin Center, clickApps and integrationsin the sidebar, then selectIntegrations > Integrations.
- In theSalesforceintegration, clickConnect.
- On theSalesforce integration setuppage, clickConnect.
- Re-enable syncing for the following settings:
- Activate your Salesforce triggeragain.
71 Comments
In order to continue troubleshooting this, I have some questions that are likely better to handle in a ticket. We can circle back here if there's something of relevance to a wider audience.
Hello! Is it possible to have one instance of Zendesk be integrated with 2 different CRMs e.g. Salesforce and another (TBD)? I ask because our Zendesk is currently integrated with Salesforce, but we are considering working with an external partner on a new project, and they would be the ones storing customer info in their CRM, so we wanted to see if we could set our Zendesk instance up toalsointegrate with their platform.
It should be possible to integrate 2 different CRMs with Zendesk. However, you need to be aware that depending on how this is set, it can cause some conflicts. For example, it can happen that both CRMs try to update a ticket field with different information. As long as you are aware of situations similar to this and integrate in a way to avoid it from happening, there should have no issue in integrating Salesforce and another CRM.
If you have any further questions on this, I recommend you create a new ticket with us with more details about your integrations so we can assist you further.
Hi, We currently have two ZenDesk accounts. In an ideal world, we would like each of those ZenDesks accounts to connect to the same SF instance. So each ZenDesk instance would be connected to a single Saleforce instance but it would be the same SF instance for both ZenDesk instances.
It is unclear to me from the documentation and the note below whether or not this is possible. Can you please advise?
Many thanks,
Rachel
ˇ你只能连接一个Salesforce账户e Zendesk account. So if you test the integration on a sandbox account, you need to disconnect the integration and reconnect to your production account.
HeyORachel Murray
Currently our integration only supports a one-to-one relationship on both sides. I'll reach out to our documentation team to see that this is better clarified in the article above.
Hi - On the AppExchange Marketplace, I'm not finding the Salesforce Integration for Zendesk V2 app. Link, please?
The Salesforce integration is available on our Marketplace on this link:Salesforce
Does the integration with Salesforce support multiple Zendesk instances to integrate with a Single Salesforce instance?
HeyOBill
The integration only supports a one-to-one connection at this time.
I have the Version 4 of the integration and it seems the `Profiles` section in step 6 is missing entirely. Is that expected or is something amiss on my end?
I'm an admin in our SF, but I get permissions errors when loading the ticket view.
heyODan R.
The most common reason that "Profiles" section would fail to appear is that the "Permitted Users" section hasn't yet been toggled to "Admin approved users are pre-authorized". Once that's set & saved, the Profiles option should appear. If that's configured correctly and you're still not seeing it, I recommendreaching out to support so we can take a closer look.
Dwight BussmanThank you! I somehow missed that setting in the 15 times I reviewed everything before posting. Seems like we're all good now!
Is it possible to bring custom objects from Salesforce into Zendesk? We have a related object to the Account object that we would like to list records of in Zendesk.
HeyOJanet Holyoak- if you're using theSalesforce sidebar appit should be possible to display such objects (either directly, or if they are directly related to the Account object)
Hey there, we're trying to import salesforce 'person accounts' in zendesk. However, we want them to be imported as users, not as organizations. Is there a way to achieve this ? Thank you for your help
Max- Our integration treats Person Accounts the same as other Accounts which means they would be synced into Organizations. If you'd like to bring them over as users, I recommend looking into ourBulk User Import feature, or consider usingour REST API endpointswith some custom SFDC logic.
Thank you Dwight, we would need the data to be updated, so a bulk import wouldn't match our needs. We're gonna look into the other solution for the moment.
Hi there,
有办法在Zendesk创建一个票亚博Salesforce? The use case is Sales Reps wanting to submit customer service tickets. I swore we set up a bi-directional sync previously but now that I'm reading through here that doesn't seem possible?
Our integration allows for creation of tickets through the Ticket View feature.
Here are some docs on how to set up the ticket view:https://support.zendesk.com/hc/en-us/articles/4408834115738
and here's the documentation specifically about how to add agent credentials for creating tickets within that view:https://support.zendesk.com/hc/en-us/articles/4408828317082-Using-Ticket-View-in-Salesforce#topic_nd4_c1r_pjb
Dwight Bussmanthank you so much for the speedy response here, it's greatly appreciated! Thanks -- it's been a while so I wasn't sure if I was just misremembering :)
Cortney Dampier——没说完y to help :)
Also, if you're lookin' for a speedy response you cancontact supportvia the widget within your Zendesk instance. The bot can serve up some of these things, but you can also talk to agents within a few minutes (they're usually quicker than these article comment threads as there are more folks watching that channel)
Hi! Is this possible? ->> We are using current integration and Zendesc tickets shows on the Account records. Can we add those tickets to the related records(custom object) also?
Khrystyna Yizhak- It sounds like you're describingthe Ticket View featureof this integration. If so, that is available on the following 4 objects:
And also within the Cases created byTicket Sync(if enabled).
The Ticket View is not available on custom objects within SFDC.
Hi,
I encountered a strange behavior with the Salesforce integration.
It looks like a bug, however, if there is a logic to it, I will be glad to hear..
I have two accounts in Salesforce
Company A & Company A (Child)
Company A is the parent account and Company A (child) is the son
Both share the same domain
I have the account sync on, so basically the integration of Salesforce creates the organizations in Zendesk.
I guess that as both accounts share the same domain, the integration is not behaving as I expected it. Here is what I see:
This is not good as it syncs we are planning to syn information to other systems that have the parent son relationship and there will be a mixup in the information between the organizations
How can this be resolved and still keep the domain names?
and maybe another question... when is Zendesk going to support parent-son relationships between organizations?
Thanks
Yoram
heyOYoram- I recommendcontacting our support teamto look into the fact that only one organization was created.
Without the ability to dig into logs/specific examples, my guess is that it has to do either with the matching criteria or with a sync-relationship having been formed by a previous sync. Either of these could mean that both the parent and child accounts are syncing into the same organization within Zendesk. You can read a bit more about those sync-relationships withinhttps://support.zendesk.com/hc/en-us/articles/4935435219098-Salesforce-data-sync-error-Name-or-Email-has-already-been-taken- although you're not seeing an error like the one from that article, the behavior you describe suggests a similar root-cause.
As for the "when is Zendesk going to support parent/child relationships between organizations" - I recommend posting that feature-request toour Product Feedback forum for Support.
Hi Dwight,
Thanks, I will contact support.
As for the Parent Son support, there are some requests already posted
Thanks
Y
Zendesk requires Unique Org names. Do both companies in your Salesforce have the same name and the relationship is denoted by metadata? If they're the same, you'll only get one created.
You can also check the integration logs in the Admin centre for information on what's happening on the the sync, it might provide some clues as to why it's failing.
Thanks, Dan,
是的,实际上,集成在一个独特的工作matching criteria which in my case is the account name matched to the organization name.
I have checked and both have a unique name.
It looks like the integration is not doing an exact match and does a "Like" match.
I have opened a ticket with Zendesk support and I am communicating with them as the first response did not lead to a solution
Thanks
Yoram
Thanks Yoram for the update. Would love to know what they find, I suspect if the integration is doing LIKE matching that a lot of users (myself included!) would have issues without knowing.
I would love for us to be able to use External ID as a first matching criteria (since we can write it during sync) and use name just for fallback.
I'd also love to have the integration support the new Custom Objects as well as Lookup relations, but no such luck yet!
Pleasesign into leave a comment.