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

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.

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