How can I troubleshoot known issues with the Salesforce integration?

Question How can I troubleshoot known issues with the Salesforce integration? Answer This article includes information and links to articles to help you troubleshoot issues with the Salesforce integration. It contains the sections below: Related information:
How can I check my Streaming API limits and usage?
Zendesk tickets fail to sync into cases



Expand all tabs



document.addEventListener('DOMContentLoaded', function () {
const toggleBtn = document.getElementById('master-toggle');

toggleBtn.addEventListener('click', function () {
const action = this.getAttribute('data-action');
const headers = document.querySelectorAll('.accordion');

headers.forEach(header => {
const isActive = header.classList.contains('active');
const panel = header.nextElementSibling; // Grabs the corresponding .panel container

if (action === 'expand' && !isActive) {
// Open it by simulating a standard click
header.click();
} else if (action === 'collapse' && isActive) {
// Close it by simulating a standard click
header.click();
}
});

// Flip button text and states
if (action === 'expand') {
this.setAttribute('data-action', 'collapse');
this.textContent = 'Collapse all tabs';
} else {
this.setAttribute('data-action', 'expand');
this.textContent = 'Expand all tabs';
}
});
});


Set up the integration



What can I do if my integration disconnects automatically?


The integration requires that your Salesforce session settings aren't
set to a locked IP address. If your session settings remain locked,
your integration disconnects after a session expires.

To turn off Salesforce sessions locked to an IP address:

Sign in to your Salesforce account

Click the cog in the upper-right pane, and click
Setup


In the left navigation pane under SETTINGS >
Security, select Session Settings


Review and ensure the
Lock sessions to the IP address from which they originated
checkbox isn't selected






How do I resolve a "redirect_uri_mismatch" error when I connect Zendesk
to Salesforce?


Check your settings in your Connected App. For more information,
see
Why do I receive the “redirect_uri_mismatch” error upon connecting the integration?



Sync data from Salesforce to Zendesk



Use this checklist to help verify that your data sync is set up correctly.



Check that you have the correct
Salesforce API settings
requirements when you set up the integration


Sync filter: Confirm you don't use any unsupported
Salesforce fields such as Formula Field, Lookup, and Text Area
fields in the filters. This is a Salesforce Streaming API limitation.


Sync filter: Confirm you use the correct syntax
in the sync filter values. They're case-sensitive, comma-separated,
and must exactly match the Salesforce field value. If you use
a Salesforce picklist field for filters, the value is the API
name.


Sync field mapping: Check the field mapping
which includes Name to Name. This is mandatory
because organizations can't be created in Zendesk Support without
a name.


When you test the sync, update the Salesforce fields that are
mapped to Zendesk Support. The sync triggers only when a mapped
field is updated.


Formula fields update only when another mapped field is updated.
This is another Salesforce streaming API limitation.


What can I do if my data sync disables automatically?

Check that you haven't reached your streaming API limits. For more
information, see
How can I check my Streaming API limits and usage?



Sync tickets from Zendesk to Salesforce




To check if your Ticket Sync package installed successfully:



Go to Salesforce > Setup > Deployment Status





Check for a deployment time for when you installed the package
to see if the deployment succeeded or failed. If the deployment
failed, Salesforce provides you with detailed errors. Review
the errors and resolve them.


Go to
Salesforce > Object Manager > Case > Fields & Relationships.
Check if additional case fields were created in your Salesforce
Case Object, as shown below for each standard Zendesk Support
ticket field.





After you confirm steps 2 and 3 succeeded, continue to set
up
Ticket Sync


To check if you configured Ticket Sync correctly:




Confirm that you activated the
Salesforce trigger
in Zendesk Support


Confirm that the trigger JSON body wasn't edited and matches
the image below. Any change to this JSON body causes the
sync to fail. The error shown below is expected.





Confirm you entered the correct Record Type ID. If the Record
Type ID is incorrect, the sync fails. The Record Type ID
isn't your Salesforce Org ID.


Confirm that all mandatory Salesforce case fields are included
in custom ticket field mappings. If you don't map all required
fields, the sync fails.




How do I resolve tickets that fail to sync to Salesforce cases?


For more information, see
Zendesk tickets fail to sync into cases in Salesforce



Resolve Ticket View errors





Use these sections to resolve errors in your Ticket View configuration.


Authentication between Salesforce and Zendesk Support isn't complete

An admin must complete the setup in Admin Center:


In
Admin Center,
select the Apps and integrations icon in the
sidebar, then select Integrations > Integrations,
and click Connect


Click the Ticket View tab, and select the
Enable ticket view checkbox


Click Save


Displaying Zendesk tickets in Salesforce isn't enabled
An admin must enable this in Admin Center:


In
Admin Center,
click the Apps and integrations icon in the
sidebar, then select Integrations > Integrations


Next to Salesforce, click Configure


Click the Ticket View tab, and select the
Enable ticket view checkbox


Click Save



The connection between Salesforce and Zendesk Support was interrupted

An admin must re-authenticate in Admin Center:


In
Admin Center,
select the Apps and integrations icon in the
sidebar, then select Integrations > Integrations,
and click Reconnect


Select Configure, and select
Re-enable Ticket View


Click Save



The Zendesk Support user who set up the integration changed or was
removed

An admin must re-authenticate in Admin Center:


In
Admin Center,
click the Apps and integrations icon in the
sidebar, then select Integrations > Integrations


Next to Salesforce, click Configure


Select Re-enable Ticket View, and click
Save



Alternatively, resolve this issue by disconnecting and reconnecting
the integration. See
disconnecting.


You don't have the level of access necessary to view this application


Before you proceed with the following steps, ensure that you set
the Permitted users setting to
Admin approved users are pre-authorized in the Salesforce
Integration for Zendesk Support connected app. See
Setting up user access to Zendesk tickets in Salesforce.

The following procedure applies to Visualforce pages:


Sign in to Salesforce and click Setup


Under Administration in the left navigation
pane, select Users > Permission Sets


On the Permission Sets page, select New


Enter a label name, enter the API name as "Zendesk_Ticket_View",
and click Save


In the App section, select Assigned Connected Apps,
and click Edit


Add Salesforce Integration for Zendesk Support
to the Enabled Connected Apps field, and click
Save


Return to the Permission Sets setup page, and
click Visualforce Page Access


Click Edit, and enable the following pages:
zdsf.Zendesk_Ticket_View_Account
zdsf.Zendesk_Ticket_View_Contact
zdsf.Zendesk_Ticket_View_Lead
zdsf.Zendesk_Ticket_View_Opportunity


Return to the Permission Sets setup page, and select
Manage Assignments at the top of the page


Select all users and click Add Assignments





