Setting up ticket view in Salesforce

<body>
<p id="docs-hc-snippet" style="display: none;">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.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">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.</p>
</div>

<div class="body">

<p class="p">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.</p>
<p class="p">To display the ticket view 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 will be able to view tickets.
Other users will encounter authorization errors.</p>
<p class="p">Before creating a ticket view in Salesforce, you must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821555482" target="_blank">Connect your Salesforce organization to Zendesk</a>.</p>
<p class="p">This article includes the following topics:</p>
<ul class="ul" id="salesforce_zendesk_tickets_salesforce__ul_zss_dtp_pjb">
<li class="li"><a class="xref" href="#topic_nxp_dbv_4jb">Turning on and configuring ticket view for Salesforce</a></li>
<li class="li"><a class="xref" href="#topic_c35_l2v_4jb">Adding a Lightning component or Visualforce page to your Salesforce page</a></li>
<li class="li"><a class="xref" href="#id_q4s_y5n_ckb">Checking if ticket view has successfully installed</a></li>
<li class="li"><a class="xref" href="#topic_wwx_fwr_wlb">Allowing profiles to view ticket view</a></li>
</ul>
<p class="p">Related information:</p>
<ul class="ul" id="salesforce_zendesk_tickets_salesforce__ul_aqd_d1v_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/4408828449050" target="_blank">Setting up Ticket Sync from Zendesk to
Salesforce</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nxp_dbv_4jb">
<h2 class="title topictitle2" id="ariaid-title2">Turning on and configuring ticket view for Salesforce </h2>
<div class="body">
<p class="p">The ticket view feature is a view of your Zendesk tickets in Salesforce. It is
configured in Admin Center.</p>
<p class="p">If you connected multiple Salesforce organizations and Zendesk accounts, repeat these
steps for each organization where you'd like to add a ticket view.</p>
<p class="p"><strong class="ph b">To turn on and configure ticket view</strong></p>
<div class="p">
<ol class="ol" id="topic_nxp_dbv_4jb__ol_es3_jdv_4jb">
<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_nxp_dbv_4jb__image_lpm_pjc_ksb" 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">On the Salesforce connection page, click the options menu icon (<img class="image" id="topic_nxp_dbv_4jb__image_ynn_xr3_j1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to the Salesforce organization you want
to turn on ticket view.</li>
<li class="li">Click <strong class="ph b">Install managed package</strong>. The package installs a Lightning
component and Visualforce component in your Salesforce account that will be
used for ticket view. Zendesk recommends selecting <strong class="ph b">Install for All
Users</strong>. Users who are not granted access are unable to view Zendesk
tickets in Salesforce. <br><img class="image img-screenshot" id="topic_nxp_dbv_4jb__image_mg1_j43_rlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_managed_package.png" width="450"><br>
</li>
<li class="li">Click <strong class="ph b">Install</strong>.</li>
<li class="li">After installation of the package is complete, return to Admin Center and
refresh the <strong class="ph b">Ticket view</strong> tab.</li>
<li class="li">Select the <strong class="ph b">Turn on Zendesk ticket view for Salesforce</strong> checkbox.</li>
<li class="li">In the <strong class="ph b">Map fields</strong> section, configure the matching criteria to filter
which tickets are displayed in Salesforce. <div class="p">
<br><img class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_map_fields_new.png" width="650"><br>
</div>
<p class="p">The default criteria for how tickets are displayed on Salesforce
pages are as follows: </p>
<ul class="ul" id="topic_nxp_dbv_4jb__ul_l2c_ldv_4jb">
<li class="li">
<strong class="ph b">Find account tickets by</strong>: Show tickets where the ticket
requester's Zendesk organization name matches the Salesforce account
name. Person accounts are also supported by selecting <strong class="ph b">Ticket
requester email</strong> and under Using Salesforce field, selecting
<strong class="ph b">Person account email address</strong>.</li>
<li class="li">
<strong class="ph b">Find contact tickets by</strong>: Show tickets where the requester
email address matches the Salesforce contact email.</li>
<li class="li">
<strong class="ph b">Find opportunity tickets by</strong>: Show tickets where the ticket
requester’s Zendesk organization name matches the Salesforce account
name.</li>
<li class="li">
<p class="p"><strong class="ph b">Find lead tickets by</strong>: Show tickets where the requester
email address matches the Salesforce contact email.</p>
</li>
</ul>
<p class="p">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.</p>
<p class="p">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.</p>
<p class="p">Each Salesforce
user can set their personal default filtering and sorting by changing
this in the Zendesk UI in Salesforce. </p>
<p class="p">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. </p>
</li>
<li class="li">After you’ve turned on and configured your ticket view settings, click
<strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_n1c_jtm_4jb">
<h2 class="title topictitle2" id="ariaid-title3">Setting up user access to Zendesk tickets in Salesforce</h2>
<div class="body">
<p class="p">Define which user profiles in Salesforce can view Zendesk tickets.</p>
<p class="p"><strong class="ph b">To select user profiles to view Zendesk tickets</strong></p>
<div class="p">
<ol class="ol" id="topic_n1c_jtm_4jb__ol_dhh_ytm_4jb">
<li class="li">In Salesforce, click the cog (<img class="image" id="topic_n1c_jtm_4jb__image_r3v_gtn_tjb" 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">PLATFORM TOOLS</strong>, select <strong class="ph b">Apps</strong>
&gt; <strong class="ph b">Connected Apps</strong> &gt; <strong class="ph b">Manage Connected Apps</strong>.</li>
<li class="li">Click the <strong class="ph b">Salesforce Integration for Zendesk</strong> app.<br><img class="image img-screenshot" id="topic_n1c_jtm_4jb__image_qwp_kc3_rlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_manage_apps.png" width="700"><br>
</li>
<li class="li">Click <strong class="ph b">Edit Policies</strong>.</li>
<li class="li">Under <strong class="ph b">OAuth Policies</strong>:<ul class="ul" id="topic_n1c_jtm_4jb__ul_chf_s1c_2kc">
<li class="li">Set Permitted Users to <strong class="ph b">Admin approved users are
pre-authorized</strong>. This is a required setting.</li>
<li class="li">Ensure <strong class="ph b">Require Proof Key for Code Exchange (PKCE)</strong> is enabled.
This is required to allow non-admin users access to ticket
view.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ul>
<br><img class="image img-screenshot" id="topic_n1c_jtm_4jb__image_tfb_m23_rlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_oauth_policies.png" width="600"><br>
</li>
<li class="li">Return to the Manage Connected Apps page, then click the <strong class="ph b">Salesforce
Integration for Zendesk</strong> app. </li>
<li class="li">Under Profiles, select <strong class="ph b">Manage Profiles</strong>.</li>
<li class="li">Select the user profiles in Salesforce that can view Zendesk tickets. You
<em class="ph i">must</em> select the System Administrator profile. User profiles that
are not selected will not be able to view Zendesk tickets.<br><img class="image img-screenshot" id="topic_n1c_jtm_4jb__image_efc_hg3_rlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_manage_profiles.png" width="500"><br>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p">Your setup is complete. </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_c35_l2v_4jb">
<h2 class="title topictitle2" id="ariaid-title4">Adding a Lightning component or Visualforce page to your Salesforce page</h2>
<div class="body">
<p class="p">After <a class="xref" href="#topic_nxp_dbv_4jb">turning on and configuring ticket
view</a>, 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.</p>
<p class="p">If you choose to add a Lightning component, you must have a Salesforce <a class="xref" href="https://help.salesforce.com/articleView?id=domain_name_setup.htm&amp;type=5" target="_blank">My Domain subdomain</a>.</p>
<p class="p"><strong class="ph b">To add a Lightning component or Visualforce page to your Salesforce page</strong></p>
<ol class="ol" id="topic_c35_l2v_4jb__ol_zwj_nfv_4jb">
<li class="li">In Salesforce, click on the App Launcher icon in the upper left, select <strong class="ph b">View
All</strong>, then click the link to a Cases, Accounts, Contacts, Leads, or
Opportunities page.<div class="p">
<br><img class="image img-screenshot" id="topic_c35_l2v_4jb__image_lky_jbq_pjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Salesforce_pages_apps.png" width="600"><br>
</div>
</li>
<li class="li">Select the Case, Account, Contact, Lead, or Opportunity object.<div class="p">
<div class="note" id="topic_c35_l2v_4jb__note_u22_zyv_1tb">
<span class="notetitle">Note:</span> The ticket view in the Case page is view
only.</div>
</div>
</li>
<li class="li">Click the cog icon on the upper right, then select <strong class="ph b">Edit
Page</strong>.<br><img class="image img-screenshot" id="topic_c35_l2v_4jb__image_fpp_ypg_4kb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_edit_page.png" width="700"><br>
</li>
<li class="li">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 <a class="xref" href="https://help.salesforce.com/articleView?id=domain_name_setup.htm&amp;type=5" target="_blank">My Domain</a> enabled.</li>
<li class="li">Drag <strong class="ph b">Zendesk_Ticket_View</strong> onto the page.<br><img class="image img-screenshot" id="topic_c35_l2v_4jb__image_bzh_jw3_rlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_lightning.png" width="700"><br>
</li>
<li class="li">To use the Visualforce page, find the Visualforce component listed under
Standard in the left sidebar.</li>
<li class="li">Drag the <strong class="ph b">Visualforce</strong> page onto the page layout and select the
<strong class="ph b">Zendesk_Ticket_View_Account</strong> on the right sidebar under the
Visualforce Page Name menu. Repeat this step for the Contact, Lead and
Opportunity pages. <br><img class="image img-screenshot" id="topic_c35_l2v_4jb__image_k5t_4w3_rlb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_visualforce.png" width="700"><br>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">A view of your Zendesk tickets appears on your Salesforce page, as shown in the
example below.</p>
<div class="p">
<div class="note" id="topic_c35_l2v_4jb__note_f13_v3f_r2c">
<span class="notetitle">Note:</span> If you see the message "No tickets in this list," it
means your organizations in Zendesk don't have users assigned to them.</div>
</div>
<div class="p">
<br><img class="image img-screenshot" id="topic_c35_l2v_4jb__image_edz_zfq_pjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Salesforce_ticket_view_multi_filter.png" width="700"><br>
</div>
<p class="p">If agents who aren’t assigned the Salesforce System Administrator profile encounter
permission errors or authentication prompts when viewing tickets, verify that:</p>
<ul class="ul" id="topic_c35_l2v_4jb__ul_bgb_cbc_2kc">
<li class="li">
<p class="p">The user's profile is added under <strong class="ph b">Manage Profiles</strong> in the Connected App
settings.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Require Proof Key for Code Exchange (PKCE)</strong> is enabled under <strong class="ph b">OAuth
Policies</strong> in the Connected App settings.</p>
</li>
</ul>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821555482-Setting-up-the-Zendesk-for-Salesforce-integration#topic_n1c_jtm_4jb" target="_blank">Setting up user access to Zendesk tickets in
Salesforce</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="id_q4s_y5n_ckb">
<h2 class="title topictitle2" id="ariaid-title5">Checking if ticket view has successfully installed</h2>
<div class="body">
<p class="p">The following procedure helps you check if ticket view has successfully installed in
Salesforce.</p>
<div class="p">
<strong class="ph b">To check your ticket view installation</strong><ol class="ol" id="id_q4s_y5n_ckb__ol_lby_vqn_ckb">
<li class="li">Go to <strong class="ph b">Salesforce</strong> &gt; <strong class="ph b">Setup</strong> &gt; <strong class="ph b">Deployment Status</strong>.
<br><img class="image img-screenshot" id="id_q4s_y5n_ckb__image_tkd_hzn_ckb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_ticket_view_check1.png" width="700"><br>
</li>
<li class="li">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, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">contact Zendesk Customer Support</a>
and provide a screenshot of the error.</li>
<li class="li">Check if the components were successfully created.<div class="p">For the Lightning
component, go to <strong class="ph b">Salesforce</strong> &gt; <strong class="ph b">Setup</strong> &gt; <strong class="ph b">Lightning
Components</strong> &gt; <strong class="ph b">Zendesk_Ticket_View</strong>.<br><img class="image img-screenshot" id="id_q4s_y5n_ckb__image_plb_jzn_ckb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_ticket_view_check2.png" width="700"><br>
</div>
<div class="p">For the Visualforce page, go to <strong class="ph b">Salesforce</strong> &gt;
<strong class="ph b">Setup</strong> &gt; <strong class="ph b">Visualforce Pages</strong> &gt;
<strong class="ph b">Zendesk_Ticket_View</strong>.<br><img class="image img-screenshot" id="id_q4s_y5n_ckb__image_iym_qzn_ckb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_ticket_view_check3.png" width="700"><br>
</div>
</li>
</ol>
</div>
<p class="p">To resolve issues with your ticket view configuration, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828717466-Known-issues-and-troubleshooting#h_14a189a2-52c0-4f87-8cb1-df5a88e2bd81" target="_blank">Resolving ticket view errors</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_wwx_fwr_wlb">
<h2 class="title topictitle2" id="ariaid-title6">Allowing profiles to view ticket view</h2>
<div class="body">
<p class="p">You can allow profiles to access ticket view in Visualforce pages.</p>
<p class="p"><strong class="ph b">To allow profiles to view ticket view</strong></p>
<div class="p">
<ol class="ol" id="topic_wwx_fwr_wlb__ol_yfv_nwr_wlb">
<li class="li">In Salesforce, go to <strong class="ph b">Setup</strong> &gt; <strong class="ph b">Custom Code</strong> &gt;
<strong class="ph b">Visualforce Pages</strong>.</li>
<li class="li">Next to the label that includes Zendesk_Ticket_View_Contact,
Zendesk_Ticket_View_Lead, Zendesk_Ticket_View_Opportunity, and
Zendesk_Ticket_View_Account, click <strong class="ph b">Security</strong> under the Action
column.</li>
<li class="li">Select profiles from Available Profiles, add them to Enabled Profiles, then
click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408834115738",
"url": "https://support.zendesk.com/hc/en-us/articles/4408834115738",
"headline": "Setting up ticket view in Salesforce",
"description": "You can set up a real-time ticket view in Salesforce by configuring integration settings, installing necessary components, and managing user access to display support tickets without storing data in Salesforce.",
"articleSection": "Salesforce integration",
"datePublished": "2021-10-16T03:58:55+00:00",
"dateModified": "2026-08-10T23:19:22.967274+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408834115738"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>