Installing and configuring the Salesforce app for Zendesk Support

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The Salesforce app lets you view Salesforce data directly in tickets. After installation, configure settings like data refresh rates, object visibility, and user access. Connect multiple Salesforce organizations for comprehensive data access. Customize data display and refresh rates to suit your needs, and allow agents to manually refresh data for up-to-date information. Manage role and group access to optimize user experience.
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<p class="p">The Salesforce app for Zendesk Support allows agents to view Salesforce data directly within
Zendesk tickets. After the app is installed, admins can configure various settings, such
as the Salesforce objects and fields that appear, data refresh rates, data filters, and
user access.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="salesforce_app_zendesk_install__ul_zr1_vb2_sjb">
<li class="li"><a class="xref" href="#topic_xcl_4l3_xcc">About the Salesforce app for Zendesk Support</a></li>
<li class="li"><a class="xref" href="#topic_axj_2c2_sjb">Installing, connecting, and turning on the Salesforce app</a></li>
<li class="li">
<a class="xref" href="#id_cp2_5j2_sjb">Configuring the Salesforce app</a><ul class="ul" id="salesforce_app_zendesk_install__ul_zwz_1yn_xcc">
<li class="li"><a class="xref" href="#topic_uch_kfk_sjb">Configuring the Salesforce data cache refresh rate</a></li>
<li class="li"><a class="xref" href="#topic_swr_4xg_zcc">Allowing agents to refresh the cache manually</a></li>
<li class="li"><a class="xref" href="#topic_pkp_xmw_5bb">Adding Salesforce objects to the app</a></li>
<li class="li"><a class="xref" href="#topic_o1n_k5v_xcc">Matching fields</a></li>
<li class="li"><a class="xref" href="#topic_pbj_zyj_sjb">Filtering the related objects</a></li>
<li class="li"><a class="xref" href="#topic_jdv_xm3_xcc">Reordering, editing, or removing objects</a></li>
</ul>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_xcl_4l3_xcc">
<h2 class="title topictitle2" id="ariaid-title2">About the Salesforce app for Zendesk Support</h2>
<div class="body">
<p class="p">The Zendesk for Salesforce app allows agents to view Salesforce information from a
ticket in Zendesk. For agents to see the app in the sidebar, you need to install the
app, connect your Zendesk account to Salesforce, and then turn on the app. See <a class="xref" href="#topic_axj_2c2_sjb">Installing and connecting the Salesforce
app</a>.</p>
<p class="p">With a ticket open in Zendesk, click the <strong class="ph b">Apps</strong> button on the upper-right side
of the ticket page. The Salesforce app is displayed in the right sidebar. The app is
visible only on existing tickets.</p>
<p class="p"><img class="image img-screenshot" id="topic_xcl_4l3_xcc__image_rkc_vc1_zcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_sidebar_app_new.png" width="300"></p>
<p class="p">The app supports connecting multiple Salesforce organizations to a Zendesk instance,
allowing agents to see Salesforce data for all your organizations in the sidebar of
a ticket. Multiple connections are only supported for the sidebar app and not for
other integration use cases.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_tqv_wq4_whc">
<h3 class="title topictitle3" id="ariaid-title3">Considerations</h3>
<div class="body">
<div class="p">
<ul class="ul" id="topic_tqv_wq4_whc__ul_fzq_yq4_whc">
<li class="li">The Salesforce app for Zendesk Support doesn't support Salesforce
account hierarchy.</li>
<li class="li">A Salesforce organization name cannot include the following characters:
<code class="ph codeph">? / ` _ &lt; &gt;</code>. Including any of these characters
in the organization name will cause the installation to fail.</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_axj_2c2_sjb">
<h2 class="title topictitle2" id="ariaid-title4">Installing, connecting, and turning on the Salesforce app</h2>
<div class="body">
<p class="p">Follow the procedures in this section if you’re installing the Salesforce app in
Zendesk for the first time or re-installing the app.</p>
<p class="p">If you’re connecting multiple Salesforce organizations to your Zendesk instance,
repeat steps 2-3 for each organization you’d like to connect to Zendesk.</p>
<div class="p">There are three steps to installing and turning on the app:<ol class="ol" id="topic_axj_2c2_sjb__ol_ynn_b24_xcc">
<li class="li"><a class="xref" href="#topic_tsg_gm3_xcc">Connecting your Zendesk
Support instance to Salesforce</a></li>
<li class="li"><a class="xref" href="#topic_ncf_1m3_xcc">Installing and activating the Salesforce app</a></li>
<li class="li"><a class="xref" href="#topic_ylh_wl3_xcc">Enable role and group restrictions</a></li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_tsg_gm3_xcc">
<h3 class="title topictitle3" id="ariaid-title5">Connecting your Zendesk Support instance to Salesforce</h3>
<div class="body">
<p class="p">After installing the Salesforce app, you need to connect Zendesk to Salesforce.
You must have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843355290" target="_blank">appropriate Salesforce credentials</a> to
perform this task.</p>
<p class="p">For instructions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821555482" target="_blank">Connecting your Salesforce organization to
Zendesk</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_ncf_1m3_xcc">
<h3 class="title topictitle3" id="ariaid-title6">Installing and activating the Salesforce app</h3>
<div class="body">
<p class="p">Turning on the Salesforce app makes it visible to agents in existing tickets. If
you still have yet to configure the app, return to this step when you're ready.
You can also turn off the app if you need to hide it temporarily. </p>
<p class="p"><strong class="ph b">To turn on the Salesforce app</strong></p>
<ol class="ol" id="topic_ncf_1m3_xcc__ol_yh4_pg4_xcc">
<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_ncf_1m3_xcc__d8e2067" 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">Click the <strong class="ph b">Salesforce</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection you are
setting up.</li>
<li class="li">Click the <strong class="ph b">Support app</strong> tab.</li>
<li class="li">Select <strong class="ph b">Turn on Salesforce app for Zendesk Support</strong> to install the app
and make it visible to agents. Deselect this option to turn off the
app.<p class="p"><img class="image img-screenshot" id="topic_ncf_1m3_xcc__image_vjf_xg4_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_turn_on_app.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_ylh_wl3_xcc">
<h3 class="title topictitle3" id="ariaid-title7">Enable role and group restrictions</h3>
<div class="body">
<p class="p">If required, select and configure role and group restrictions for the Salesforce
app.</p>
<div class="p">
<strong class="ph b">To enable role restrictions</strong>
<ol class="ol" id="topic_ylh_wl3_xcc__ol_ydz_krb_n3">
<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" 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">Apps &gt; Zendesk Support
apps</strong>.</span></li>
<li class="li">For the Salesforce app, click the gear drop-down menu and click
<strong class="ph b">Change settings</strong>. <p class="p"><img class="image img-screenshot" id="topic_ylh_wl3_xcc__image_gvk_df4_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_settings_menu.png" width="200"></p>
</li>
<li class="li">Select and configure role restrictions and group restrictions.<ul class="ul" id="topic_ylh_wl3_xcc__ul_l4p_v24_xcc">
<li class="li">To restrict access to the app by role, select <strong class="ph b">Enable role
restrictions</strong>, then select the roles that should have
access.</li>
<li class="li">To restrict access to the app by group, select <strong class="ph b">Enable group
restrictions</strong>, then select the groups that should have
access.</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="id_cp2_5j2_sjb">
<h2 class="title topictitle2" id="ariaid-title8">Configuring the Salesforce app</h2>
<div class="body">
<p class="p">You can customize the data displayed in the Salesforce app and how often the data is
refreshed by configuring the app settings discussed in this section. Only Zendesk
admins and team members in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom role with permission</a> can configure the app.</p>
<p class="p">After changing the ticket or app configuration, it can take up to 60 minutes for
recently viewed tickets to appear updated in the Salesforce app. For information on
changing this rate, see <a class="xref" href="#topic_uch_kfk_sjb">Configuring the Salesforce data cache refresh rate</a>.</p>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_uch_kfk_sjb">
<h3 class="title topictitle3" id="ariaid-title9">Configuring the Salesforce data cache refresh rate</h3>
<div class="body">
<p class="p">When you open a Zendesk ticket, the app fetches and displays Salesforce data you
selected in the procedure <a class="xref" href="#topic_pkp_xmw_5bb">Adding Salesforce objects to the app</a>. The
app uses the Salesforce API to pull records. To reduce the API load, data is
refreshed every 60 minutes by default.</p>
<p class="p">The data refresh setting allows you to define how long Salesforce data is cached
in the Zendesk database. During the caching window, changes in Salesforce will
not be reflected in the app. After the caching period, the data will be fetched
the next time an agent visits the ticket.</p>
<ul class="ul" id="topic_uch_kfk_sjb__ul_u2r_l1k_sjb">
<li class="li">A <strong class="ph b">shorter refresh rate</strong> means data is collected from Salesforce more
often and is more likely to be up to date. However, this can impact the
Salesforce API limits.</li>
<li class="li">A <strong class="ph b">longer refresh rate</strong> means data is collected less often but reduces
the risk of reaching the Salesforce API limits.</li>
</ul>
<p class="p"><strong class="ph b">To configure the Salesforce app data refresh setting</strong></p>
<ol class="ol" id="topic_uch_kfk_sjb__ol_v2r_l1k_sjb">
<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_uch_kfk_sjb__d8e2067" 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">Click the <strong class="ph b">Salesforce</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection you are
setting up.</li>
<li class="li">Click the <strong class="ph b">Support app</strong> tab.</li>
<li class="li">Under <strong class="ph b">Set data caching duration</strong>, select the data refresh setting from
the drop-down list. <br><img class="image img-screenshot" id="topic_uch_kfk_sjb__image_jsw_v3k_sjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_caching_duration_setting.png" width="600"><br>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_swr_4xg_zcc">
<h3 class="title topictitle3" id="ariaid-title10">Allowing agents to refresh the cache manually</h3>
<div class="body">
<p class="p">You can allow agents to refresh the cache manually so they can instantly fetch
updated customer details from Salesforce to Zendesk Support.</p>
<p class="p"><strong class="ph b">To allow agents to refresh cached data from Salesforce</strong></p>
<ol class="ol" id="topic_swr_4xg_zcc__ol_c52_php_xcc">
<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_swr_4xg_zcc__d8e2067" 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">Click the <strong class="ph b">Salesforce</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection you are
setting up.</li>
<li class="li">Click the <strong class="ph b">Support app</strong> tab.</li>
<li class="li">Select <strong class="ph b">Manually update the cached data from Salesforce as needed</strong>. </li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_pkp_xmw_5bb">
<h3 class="title topictitle3" id="ariaid-title11">Adding Salesforce objects to the app</h3>
<div class="body">
<p class="p">Initially, the Salesforce app displays no data. Zendesk admins must configure the
app to show the Salesforce data agents want to see when working on tickets. This
process entails adding the Salesforce data objects to the app and filtering and
arranging them so they display how they'd like.</p>
<p class="p"><strong class="ph b">To add Salesforce objects to the app</strong></p>
<ol class="ol" id="topic_pkp_xmw_5bb__ol_tdl_c3p_xcc">
<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_pkp_xmw_5bb__d8e2067" 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">Click the <strong class="ph b">Salesforce</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection you are
setting up.</li>
<li class="li">Click the <strong class="ph b">Support app</strong> tab.</li>
<li class="li">In the Manage data section, click <strong class="ph b">Add Salesforce object</strong>.<p class="p"><img class="image img-screenshot" id="topic_pkp_xmw_5bb__image_xwz_jmp_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_add_salesforce_object.png" width="600"></p>
</li>
<li class="li">In the Select object field, select the name of the object (or record type)
you'd like to add from the drop-down list, then click <strong class="ph b">Next</strong>.<p class="p"><img class="image img-screenshot" id="topic_pkp_xmw_5bb__image_nfs_ymp_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_dropdown_add_object.png" width="400"></p>
</li>
<li class="li">In the Map fields section, select the Zendesk and Salesforce fields the app
should use to find matching records, then click <strong class="ph b">Next</strong>. See <a class="xref" href="#topic_o1n_k5v_xcc">Matching fields</a>.</li>
<li class="li">In the Select fields to display section, select the Salesforce fields you’d
like to display in the app. Begin typing to display available fields, and
select them from the drop-down list as they appear. You can reorder them
later. When you’re done adding fields, click <strong class="ph b">Next</strong>.<div class="note" id="topic_pkp_xmw_5bb__note_czl_zbq_xcc">
<span class="notetitle">Note:</span> Adding more than five fields may slow data
retrieval and cause timeouts or errors.</div>
<p class="p"><img class="image img-screenshot" id="topic_pkp_xmw_5bb__image_vrq_bcq_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_select_fields_to_display.png" width="500"></p>
</li>
<li class="li">In the Apply filters step, select the fields for each object you’d like to
filter results for, then click <strong class="ph b">Next</strong>. See <a class="xref" href="#topic_pbj_zyj_sjb">Filtering the returned
objects</a>.</li>
<li class="li">Click <strong class="ph b">Add</strong>.</li>
</ol>
<p class="p">The preview pane displays how the added object will appear to agents. Use the
preview to determine whether objects need to be adjusted or reordered.</p>
<p class="p"><img class="image img-screenshot" id="topic_pkp_xmw_5bb__image_hnj_h1j_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_app_admin_preview.png" width="700"></p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_o1n_k5v_xcc">
<h3 class="title topictitle3" id="ariaid-title12">Matching fields</h3>
<div class="body">
<p class="p">The purpose of the Match fields section is to specify the Zendesk and Salesforce
fields that the app should use to find matching records. Select fields that make
sense for your use case.</p>
<p class="p"><img class="image img-screenshot" id="topic_o1n_k5v_xcc__image_u1k_45v_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_match_fields.png" width="600"></p>
<p class="p">For any Zendesk ticket, Zendesk attempts to find a record in Salesforce with data
in the selected object and field that exactly matches the data in the specified
Zendesk field. In the case of a drop-down field, the field tag value is used
instead of the title.</p>
<p class="p">When you’re finished mapping fields, click <strong class="ph b">Save</strong> (if you’re editing the
Salesforce object) or <strong class="ph b">Next</strong> (if you’re adding a new Salesforce
object).</p>
<div class="note" id="topic_o1n_k5v_xcc__note_v1k_45v_xcc">
<span class="notetitle">Note:</span> You can't map a Salesforce field to a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822051866" target="_blank">custom user field</a> or a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842677786" target="_blank">custom organization field</a> for record
lookup. Additionally, mapping numeric fields is not supported. It's possible to
add a lookup record that returns no records. This is where the Record ID in
Salesforce is returned instead of the actual value of the field. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823748890" target="_blank">Salesforce: Syncing lookup field information
to Zendesk Support</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_pbj_zyj_sjb">
<h3 class="title topictitle3" id="ariaid-title13">Filtering the related objects</h3>
<div class="body">
<p class="p">You can filter the related objects in the app by date and value. Filters can be
helpful if you'd like to narrow results by specific values and provide agents
with better visibility into the correct records. For example, if a customer has
purchased 100 products, applying a filter for products valued over $1000 and
purchased after a specific date will narrow the results, allowing the agent to
find the most relevant information.</p>
<p class="p"><strong class="ph b">To filter related objects</strong></p>
<ol class="ol" id="topic_pbj_zyj_sjb__ol_and_scq_xcc">
<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_pbj_zyj_sjb__d8e2067" 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">Click the <strong class="ph b">Salesforce</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection you are
setting up.</li>
<li class="li">Click the <strong class="ph b">Support app</strong> tab.</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_pbj_zyj_sjb__image_qbg_ycq_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to the object you want to filter, then
click <strong class="ph b">Edit</strong>.</li>
<li class="li">In the Apply filters step, expand the related object you want to filter,
then set the filtering conditions. For example, if you filter opportunities,
you could show opportunities won by setting <strong class="ph b">Won is true</strong>.<p class="p"><img class="image img-screenshot" id="topic_pbj_zyj_sjb__image_ib4_ddq_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_apply_filters.png" width="550"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_jdv_xm3_xcc">
<h3 class="title topictitle3" id="ariaid-title14">Reordering, editing, or removing objects</h3>
<div class="body">
<p class="p">You can reorder, edit, and remove objects within the app configuration. Make sure
you click <strong class="ph b">Save</strong> after making changes.</p>
<ul class="ul" id="topic_jdv_xm3_xcc__ul_zly_2gb_zcc">
<li class="li">Click the grabber icon (<img class="image" id="topic_jdv_xm3_xcc__image_q1f_r2q_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_grabber_icon.png">) to drag and drop objects and fields within
objects to reorder them. The order represented in the configuration will
determine the order of fields displayed in the Salesforce app.</li>
<li class="li">To delete an object from the app, click <strong class="ph b">Delete</strong> from the drop-down
menu, then click <strong class="ph b">Delete object</strong> to confirm.</li>
<li class="li">To edit an object, click <strong class="ph b">Edit</strong>. The name of the object will be read
only, but all other fields can be modified, including field matching and
filters.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_jdv_xm3_xcc__image_sff_x2q_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_delete_object.png" width="500"></p>
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