Setting up ticket view in Salesforce

Set up a ticket view in Salesforce to access real-time support data directly from Account, Contact, Lead, Opportunity, and Case pages. This feature doesn't store data in Salesforce or use API calls. Configure ticket view, add components to pages, and manage user access to enhance support visibility. Ensure proper installation and resolve any permission issues for seamless integration.


This article describes setting up a view of Zendesk tickets for your users in Salesforce.
This feature queries Zendesk Support in real-time from the Account, Contact, Lead,
Opportunity, and Case pages and doesn't store Zendesk data in Salesforce or consume API
calls.
Before creating a ticket view in Salesforce, you must Connect your Salesforce organization to Zendesk.
This article includes the following topics:

Turning on and configuring ticket view for Salesforce
Adding a Lightning component or Visualforce page to your Salesforce page
Checking if ticket view has successfully installed
Allowing profiles to view ticket view

Related information:

Salesforce integration resources
Setting up Ticket Sync from Zendesk to
Salesforce



Turning on and configuring ticket view for Salesforce

The ticket view feature is a view of your Zendesk tickets in Salesforce. It is
configured in Admin Center.
If you connected multiple Salesforce organizations and Zendesk accounts, repeat these
steps for each organization where you'd like to add a ticket view.
To turn on and configure ticket view


In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
On the Integrations page, click Salesforce.
On the Salesforce connection page, click the options menu icon ( ) next to the Salesforce organization you want
to turn on ticket view.
Click Install managed package. The package installs a Lightning
component and Visualforce component in your Salesforce account that will be
used for ticket view. Zendesk recommends selecting Install for All
Users. Users who are not granted access are unable to view Zendesk
tickets in Salesforce.

Click Install.
After installation of the package is complete, return to Admin Center and
refresh the Ticket view tab.
Select the Turn on Zendesk ticket view for Salesforce checkbox.
In the Map fields section, configure the matching criteria to filter
which tickets are displayed in Salesforce.


The default criteria for how tickets are displayed on Salesforce
pages are as follows:


Find account tickets by: Show tickets where the ticket
requester's Zendesk organization name matches the Salesforce account
name. Person accounts are also supported by selecting Ticket
requester email and under Using Salesforce field, selecting
Person account email address.

Find contact tickets by: Show tickets where the requester
email address matches the Salesforce contact email.

Find opportunity tickets by: Show tickets where the ticket
requester’s Zendesk organization name matches the Salesforce account
name.

Find lead tickets by: Show tickets where the requester
email address matches the Salesforce contact email.


You can also set the account-wide filtering and ticket sorting
displayed in Salesforce. By default, all unclosed tickets sorted by
descending status are shown.
The field used for matching within
Salesforce needs to be visible to Salesforce users looking at ticket
view. The minimum requirement is read-access only.
Each Salesforce
user can set their personal default filtering and sorting by changing
this in the Zendesk UI in Salesforce.
Salesforce limits the
number of characters in queries. If the total number of characters (plus
padding) in the matching criteria exceeds 4,000, then no results are
returned. For example, if you define a view based on matching requester
email addresses to related contact email addresses and the account has
many contacts, the matching criteria may exceed the 4,000-character
limit.

After you’ve turned on and configured your ticket view settings, click
Save.





Setting up user access to Zendesk tickets in Salesforce

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 click
Setup.
In the left navigation pane under PLATFORM TOOLS, select Apps
> Connected Apps > Manage Connected Apps.
Click the Salesforce Integration for Zendesk app.

Click Edit Policies.
Under OAuth Policies, set Permitted Users to Admin approved users
are pre-authorized, then click Save. This is a required
setting.

Return to the Manage Connected Apps page, then click the Salesforce
Integration for Zendesk app.
Under Profiles, select Manage Profiles.
Select the user profiles in Salesforce that can view Zendesk tickets. You
must select the System Administrator profile. User profiles that
are not selected will not be able to view Zendesk tickets.

Click Save.


Your setup is complete.



Adding a Lightning component or Visualforce page to your Salesforce page

After turning on and configuring ticket
view, you must add the Lightning component or Visualforce page to your
Salesforce Contact, Lead, Opportunity, or Case pages to display Zendesk tickets. A
single ticket view component displays tickets for all Zendesk accounts connected to
the organization. Users can filter tickets by Zendesk account.
If you choose to add a Lightning component, you must have a Salesforce My Domain subdomain.
To add a Lightning component or Visualforce page to your Salesforce page

In Salesforce, click on the App Launcher icon in the upper left, select View
All, then click the link to a Cases, Accounts, Contacts, Leads, or
Opportunities page.



Select the Case, Account, Contact, Lead, or Opportunity object.

Note: The ticket view in the Case page is view only.


Click the cog icon on the upper right, then select Edit
Page.

To use the Lightning component, find your Lightning component listed under
Custom in the list of components on the left. Remember, this only works if you
have My Domain enabled.
Drag Zendesk_Ticket_View onto the page.

To use the Visualforce page, find the Visualforce component listed under
Standard in the left sidebar.
Drag the Visualforce page onto the page layout and select the
Zendesk_Ticket_View_Account on the right sidebar under the
Visualforce Page Name menu. Repeat this step for the Contact, Lead and
Opportunity pages.

Click Save.

A view of your Zendesk tickets appears on your Salesforce page, as shown in the
example below.


Note: If you see the message "No tickets in this list," it
means your organizations in Zendesk don't have users assigned to them.




If agents encounter permission errors when viewing tickets, check that the user
profiles in Salesforce have access to Zendesk tickets. For more information, see
Setting up user access to Zendesk tickets in
Salesforce.



Checking if ticket view has successfully installed

The following procedure helps you check if ticket view has successfully installed in
Salesforce.

To check your ticket view installation
Go to Salesforce > Setup > Deployment Status.


Check the deployment time when you installed the package and see if the
deployment was successful or failed. If deployment failed, Salesforce will
provide you with detailed errors. Review the errors and resolve them. If you
are unable to resolve them, contact Zendesk Customer Support
and provide a screenshot of the error.
Check if the components were successfully created. For the Lightning
component, go to Salesforce > Setup > Lightning
Components > Zendesk_Ticket_View.

For the Visualforce page, go to Salesforce >
Setup > Visualforce Pages >
Zendesk_Ticket_View.




To resolve issues with your ticket view configuration, see Resolving ticket view errors.



Allowing profiles to view ticket view

You can allow profiles to access ticket view in Visualforce pages.
To allow profiles to view ticket view


In Salesforce, go to Setup > Custom Code >
Visualforce Pages.
Next to the label that includes Zendesk_Ticket_View_Contact,
Zendesk_Ticket_View_Lead, Zendesk_Ticket_View_Opportunity, and
Zendesk_Ticket_View_Account, click Security under the Action
column.
Select profiles from Available Profiles, add them to Enabled Profiles, then