Connecting your Salesforce organization to Zendesk

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<p id="docs-hc-snippet" style="display: none;">The Zendesk for Salesforce integration provides a seamless connection between your Salesforce organization and your Zendesk instance, allowing your sales and support teams to access tickets and customer data within their respective applications.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Connect your Salesforce organization to share customer data between sales and support, so you can view tickets in Salesforce and CRM details in tickets. You can sync accounts, contacts, cases, and ticket data, use the Salesforce app for support, and manage multiple connections in Admin Center. Set up the right permissions, check session settings, and reconnect if an admin changes.</p>
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<p class="p">The Zendesk for Salesforce integration provides a seamless connection between your
Salesforce organization and your Zendesk instance, allowing your sales and support teams
to access tickets and customer data within their respective applications. </p>
<p class="p">The integration provides a comprehensive view of customer accounts, eliminating the need
to switch systems or reconcile data. For example, sales representatives can access
real-time support tickets in Salesforce, enhancing their outreach strategies. Similarly,
support agents can view essential customer data from Salesforce while managing tickets
in Zendesk, ensuring a thorough understanding of customer needs.</p>
<p class="p">To use the integration, first connect your Salesforce organization to Zendesk, as
described in this article. Then, configure the integration based on how you want to use
it.</p>
<p class="p">Watch the video below to learn more about connecting and using the Zendesk for Salesforce
integration.</p>
<p class="p"></p>
<div class="non-responsive"><iframe allowfullscreen="true" class="iframe embed-responsive-item" controls="controls" height="360" src="https://www.youtube.com/embed/XQuwaA1bgFI" width="640"></iframe></div>

<p class="p">Salesforce integration: Get a unified view across sales and service (3:59)</p>
<div class="p">This article includes the following the following topics:<ul class="ul" id="salesforce_setting_up__ul_kly_wkw_q2c">
<li class="li"><a class="xref" href="#topic_swl_zkw_q2c">Understanding the different ways to use the integration</a></li>
<li class="li"><a class="xref" href="#topic_v2v_1lw_q2c">Considerations</a></li>
<li class="li"><a class="xref" href="#topic_cxr_vlw_q2c">Connecting your Salesforce organization</a></li>
<li class="li"><a class="xref" href="#topic_dpq_1wz_t2c">Viewing and editing your connections</a></li>
<li class="li"><a class="xref" href="#topic_rmq_jkt_sjb">Disconnecting your Salesforce organization</a></li>
</ul>
</div>
<p class="p">Related topics:</p>
<div class="p">
<ul class="ul" id="salesforce_setting_up__ul_fz5_hxm_4jb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827957274" target="_blank">Salesforce integration resources</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828717466" target="_blank">Troubleshooting the Salesforce
integration</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_swl_zkw_q2c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding the different ways to use the integration</h2>
<div class="body">
<p class="p">After you’ve connected your Salesforce organization to Zendesk, the integration will
require additional configuration, depending on how you plan to use it.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_zxl_tkx_q2c">
<h3 class="title topictitle3" id="ariaid-title3">Share Zendesk data with sales teams in Salesforce</h3>
<div class="body">
<p class="p">Providing sales representatives with access to Zendesk data can significantly
enhance customer interactions. Consider setting up the following features:</p>
<ul class="ul" id="topic_zxl_tkx_q2c__ul_xcg_wkx_q2c">
<li class="li">
<strong class="ph b">Create a ticket view in Salesforce</strong> to give sales representatives
real-time ticket access from Salesforce account, contact, and lead pages.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834115738" target="_blank">Setting up ticket view in
Salesforce</a>.</li>
<li class="li">
<strong class="ph b">Sync Zendesk ticket data to Salesforce case fields</strong>, allowing for
comprehensive reporting and custom workflows within Salesforce. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828449050" target="_blank">Setting up ticket sync from Zendesk to
Salesforce</a>.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_k1s_zkx_q2c">
<h3 class="title topictitle3" id="ariaid-title4">Equip support teams with CRM data</h3>
<div class="body">
<p class="p">Enable customer service agents to access essential CRM data while handling
tickets in Zendesk. Consider setting up the following features:</p>
<ul class="ul" id="topic_k1s_zkx_q2c__ul_ryt_clx_q2c">
<li class="li">
<strong class="ph b">Sync Salesforce data to Zendesk Support. </strong>Automatically update Zendesk
users and organizations with relevant Salesforce data, allowing for triggers
and actions based on this data. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828539290" target="_blank">Configuring data sync from Salesforce to
Zendesk</a>.</li>
<li class="li">
<strong class="ph b">Turn on and configure the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834679066" target="_blank">Salesforce app for Zendesk
Support</a></strong>. The app allows agents to see customer
information from Salesforce directly in the sidebar of an existing Zendesk
Support ticket.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_v2v_1lw_q2c">
<h2 class="title topictitle2" id="ariaid-title5">Considerations</h2>
<div class="body">
<ul class="ul" id="topic_v2v_1lw_q2c__ul_zqq_hlw_q2c">
<li class="li">The Zendesk for Salesforce integration is available if you use any of these
Salesforce editions: Performance, Unlimited, Enterprise, or Developer Edition
(or other editions with <a class="xref" href="https://help.salesforce.com/articleView?id=000326486&amp;type=1" target="_blank">Salesforce API rights</a>, such as
Professional with the API add-on).</li>
<li class="li">The integration will work in both Salesforce Lightning and Classic. However,
this article only provides instructions for Lightning, the newer interface that
Salesforce recommends.</li>
<li class="li">You must be a Zendesk Support administrator and Salesforce administrator to set
up your integration. If you can't use the System Administrator profile in
Salesforce, a user with the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843355290" target="_blank">required profile permissions</a> can
connect the integration. You can't use an API-only Salesforce user to connect
the integration.</li>
<li class="li"> If the Zendesk or Salesforce admin who connected the integration has their role
downgraded, the integration will cease to function. It will require the
integration to be disconnected, then reconnected in Admin Center by another
admin.</li>
<li class="li">To display <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834115738" target="_blank">ticket view</a> to all assigned Salesforce
users, enable <a class="xref" href="https://help.salesforce.com/s/articleView?id=005316703&amp;type=1" target="_blank">Require Proof Key for Code Exchange
(PKCE)</a> in your Salesforce Connected App settings for the integration.
If PKCE is disabled, only the admin user who initially connected the integration
can view tickets. Other users will encounter authorization errors.
</li>
<li class="li">Permissions for viewing tickets in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828317082" target="_blank">ticket view</a> are based on the
permissions of the admin user who initially connected the integration.
Permissions for creating and editing tickets in ticket view are based on the
permissions of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828317082#topic_nd4_c1r_pjb" target="_blank">linked Zendesk agent</a>.
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_cxr_vlw_q2c">
<h2 class="title topictitle2" id="ariaid-title6">Connecting your Salesforce organization</h2>
<div class="body">
<p class="p">Connecting a Salesforce organization to Zendesk is a two-step process:</p>
<ul class="ul" id="topic_cxr_vlw_q2c__ul_trw_hpw_q2c">
<li class="li"><a class="xref" href="#id_dxm_fjm_4jb">Checking your Salesforce session settings</a></li>
<li class="li"><a class="xref" href="#topic_vmn_vkc_rlb">Connecting Salesforce to Zendesk</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="id_dxm_fjm_4jb">
<h3 class="title topictitle3" id="ariaid-title7">Checking your Salesforce session settings</h3>
<div class="body">
<p class="p">The integration requires your Salesforce session settings not to be locked to an
IP address. If your session settings remain locked, your integration will be
disconnected once a session expires. </p>
<p class="p"><strong class="ph b">To unlock Salesforce sessions from an IP address</strong></p>
<ol class="ol" id="id_dxm_fjm_4jb__ol_g4q_gjm_4jb">
<li class="li">Log in to your Salesforce organization.</li>
<li class="li">Click the cog icon (<img class="image" id="id_dxm_fjm_4jb__image_nkp_fxc_rwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_cog.png">) in the upper right pane, then click
<strong class="ph b">Setup</strong>.</li>
<li class="li">In the left navigation pane under <strong class="ph b">SETTINGS</strong> &gt; <strong class="ph b">Security</strong>,
select <strong class="ph b">Session Settings</strong>.</li>
<li class="li">Deselect the <strong class="ph b">Lock sessions to the IP address from which they
originated</strong> checkbox. <br><img class="image img-screenshot" id="id_dxm_fjm_4jb__image_xqm_df4_4jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_session_settings.png" width="500"><br>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_vmn_vkc_rlb">
<h3 class="title topictitle3" id="ariaid-title8">Connecting Salesforce to Zendesk</h3>
<div class="body">
<p class="p">Set up and configure your integration in Admin Center. You should test the
integration with your Zendesk and Salesforce sandbox environments first.</p>
<div class="p">Multiple connections are supported for the following features. Repeat these steps
for each organization you’d like to connect to Zendesk.<ul class="ul" id="topic_vmn_vkc_rlb__ul_ln5_31m_pfc">
<li class="li">If you plan to use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834679066" target="_blank">Salesforce app for Zendesk
Support</a>, connecting multiple Salesforce organizations to a
Zendesk instance allows agents to view Salesforce data for all your
organizations in the sidebar of a ticket.</li>
<li class="li">When a Zendesk <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834115738" target="_blank">ticket view</a> is added to your
Salesforce pages, your sales representatives can view tickets for all
Zendesk accounts connected to the organization. </li>
</ul>
</div>
<p class="p"><strong class="ph b">To connect Salesforce to Zendesk</strong></p>
<div class="p">
<ol class="ol" id="topic_vmn_vkc_rlb__ol_ej2_clc_rlb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_vmn_vkc_rlb__d8e2211" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">On the Integrations page, click <strong class="ph b">Salesforce</strong>.</li>
<li class="li">If you already have connections set up, they display in the connections
list. To add another connection, click <strong class="ph b">Add connection</strong>.</li>
<li class="li">Select the Salesforce instance to set up the integration:
<strong class="ph b">Production</strong> or <strong class="ph b">Sandbox</strong>.<br><img class="image img-screenshot" id="topic_vmn_vkc_rlb__image_c4l_x13_rlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_integration_prodsandbox.png" width="500"><br>
</li>
<li class="li">Select the checkbox to agree to the <strong class="ph b">Built by Zendesk Terms of
Use</strong>, then click <strong class="ph b">Connect Salesforce</strong>.<p class="p">You are directed to a
Salesforce sign-in page.</p>
</li>
<li class="li">Sign in to Salesforce using admin credentials.<p class="p">You are directed back
to Admin Center. The new connection displays in the Salesforce
connections list, but all features will remain inactive.</p>
</li>
</ol>
</div>
<p class="p">Salesforce and Zendesk are now connected. Next, click the options menu icon
(<img class="image" id="topic_vmn_vkc_rlb__image_ynn_xr3_j1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to the salesforce organization and click
<strong class="ph b">Configure</strong> to configure the integration, depending on how you plan to
use it. See <a class="xref" href="#topic_swl_zkw_q2c">Understanding the
different ways to use the integration</a>. </p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_dpq_1wz_t2c">
<h2 class="title topictitle2" id="ariaid-title9">Viewing and editing your connections</h2>
<div class="body">
<p class="p">Use the Integrations page in Admin Center to view and edit your Salesforce
connections with Zendesk. You can also rename your connections to help identify
them.</p>
<p class="p"><strong class="ph b">To view or edit your Salesforce connections</strong></p>
<ol class="ol" id="topic_dpq_1wz_t2c__ol_tb4_3wz_t2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_dpq_1wz_t2c__d8e2211" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">On the Integrations page, click <strong class="ph b">Salesforce</strong>.<p class="p">The connections appear in a
list. Each connection displays which features are active: Ticket view in
Salesforce, Data sync, or the Support app in Zendesk.</p>
</li>
<li class="li">To edit the connection name or view details, click the options menu icon (<img class="image" id="topic_dpq_1wz_t2c__image_v2b_ywz_t2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) for that connection, then click <strong class="ph b">Edit</strong>.<div class="p">
<br><img class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_connection_edit_2.png" width="800"><br>
</div>
</li>
<li class="li">View the connection details, or type a new name for the connection in the
<strong class="ph b">Organization name</strong> field.<div class="p">
<br><img class="image img-screenshot" id="topic_dpq_1wz_t2c__image_ssg_czz_t2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_connection_rename_2.png" width="800"><br>
</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_rmq_jkt_sjb">
<h2 class="title topictitle2" id="ariaid-title10">Disconnecting your Salesforce organization</h2>
<div class="body">
<p class="p">Your Salesforce organization can be disconnected in Admin Center. Once disconnected,
your configuration settings are still retained if you decide to connect to the same
organization.</p>
<div class="p">Each time you connect to a new or previously connected organization, you must
activate the following features, if applicable to your setup:<ul class="ul" id="topic_rmq_jkt_sjb__ul_a5x_zww_q2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828539290#topic_sns_fy4_rjb" target="_blank">Accounts to organizations
sync</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828539290#topic_tsc_py4_rjb" target="_blank">Contacts to users sync</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828449050-Setting-up-Ticket-Sync-from-Zendesk-to-Salesforce#topic_ek2_qrk_sjb" target="_blank">Tickets to cases sync</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828449050-Setting-up-Ticket-Sync-from-Zendesk-to-Salesforce#topic_ogj_qrk_sjb" target="_blank">Salesforce triggers</a></li>
</ul>
</div>
<div class="p">
<strong class="ph b">To disconnect a Salesforce organization</strong><ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_rmq_jkt_sjb__d8e2211" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">On the Integrations page, click <strong class="ph b">Salesforce</strong>.</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_rmq_jkt_sjb__image_tf1_qxw_q2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to the Salesforce organization you want
to disconnect, then click <strong class="ph b">Disconnect</strong>.</li>
</ol>
</div>
</div>
</div>
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