Connecting your Salesforce organization to Zendesk

Connect your Salesforce organization to access customer data and tickets across both platforms. This integration helps sales teams view real-time support tickets and allows support agents to access CRM data while managing tickets. Configure features like ticket views and data syncs to enhance customer interactions. Ensure proper admin permissions and session settings for a smooth setup and operation.




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.
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.
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.
Watch the video below to learn more about connecting and using the Zendesk for Salesforce
integration.



Salesforce integration: Get a unified view across sales and service (3:59)
This article includes the following the following topics:
Understanding the different ways to use the integration
Considerations
Connecting your Salesforce organization
Viewing and editing your connections
Disconnecting your Salesforce organization


Related topics:


Salesforce integration resources
Troubleshooting the Salesforce
integration




Understanding the different ways to use the integration

After you’ve connected your Salesforce organization to Zendesk, the integration will
require additional configuration, depending on how you plan to use it.


Share Zendesk data with sales teams in Salesforce

Providing sales representatives with access to Zendesk data can significantly
enhance customer interactions. Consider setting up the following features:


Create a ticket view in Salesforce to give sales representatives
real-time ticket access from Salesforce account, contact, and lead pages.
See Setting up ticket view in
Salesforce.

Sync Zendesk ticket data to Salesforce case fields, allowing for
comprehensive reporting and custom workflows within Salesforce. See Setting up ticket sync from Zendesk to
Salesforce.




Equip support teams with CRM data

Enable customer service agents to access essential CRM data while handling
tickets in Zendesk. Consider setting up the following features:


Sync Salesforce data to Zendesk Support. Automatically update Zendesk
users and organizations with relevant Salesforce data, allowing for triggers
and actions based on this data. See Configuring data sync from Salesforce to
Zendesk.

Turn on and configure the Salesforce app for Zendesk
Support. The app allows agents to see customer
information from Salesforce directly in the sidebar of an existing Zendesk
Support ticket.





Considerations


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 Salesforce API rights, such as
Professional with the API add-on).
The integration will work in both Salesforce Lightning and Classic. However,
this article only provides instructions for Lightning, the newer interface that
Salesforce recommends.
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 required profile permissions can
connect the integration. You can't use an API-only Salesforce user to connect
the integration.
If the Zendesk 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 Zendesk admin.
Before initially connecting the integration, the Proof Key for Code Exchange (PKCE)
setting must be disabled within the Salesforce OAuth and OpenID Connect
settings. After the integration is connected, the PKCE setting must remain
disabled. If you re-enable the setting, the integration will fail at some point
in the future because its connection will not refresh.

Permissions for viewing tickets in ticket view 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 linked Zendesk agent.





Connecting your Salesforce organization

Connecting a Salesforce organization to Zendesk is a two-step process:

Checking your Salesforce session settings
Connecting Salesforce to Zendesk



Checking your Salesforce session settings

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.
To unlock Salesforce sessions from an IP address

Log in to your Salesforce organization.
Click the cog icon ( ) in the upper right pane, then click
Setup.
In the left navigation pane under SETTINGS > Security,
select Session Settings.
Deselect the Lock sessions to the IP address from which they
originated checkbox.





Connecting Salesforce to Zendesk

Set up and configure your integration in Admin Center. You should test the
integration with your Zendesk and Salesforce sandbox environments first.
Multiple connections are supported for the following features. Repeat these steps
for each organization you’d like to connect to Zendesk.
If you plan to use the Salesforce app for Zendesk
Support, connecting multiple Salesforce organizations to a
Zendesk instance allows agents to view Salesforce data for all your
organizations in the sidebar of a ticket.
When a Zendesk ticket view is added to your
Salesforce pages, your sales representatives can view tickets for all
Zendesk accounts connected to the organization.


To connect Salesforce to Zendesk


In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
On the Integrations page, click Salesforce.
If you already have connections set up, they display in the connections
list. To add another connection, click Add connection.
Select the Salesforce instance to set up the integration:
Production or Sandbox.

Select the checkbox to agree to the Built by Zendesk Terms of
Use, then click Connect Salesforce. You are directed to a
Salesforce sign-in page.

Sign in to Salesforce using admin credentials. You are directed back
to Admin Center. The new connection displays in the Salesforce
connections list, but all features will remain inactive.



Salesforce and Zendesk are now connected. Next, click the options menu icon
( ) next to the salesforce organization and click
Configure to configure the integration, depending on how you plan to
use it. See Understanding the
different ways to use the integration.




Viewing and editing your connections

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.
To view or edit your Salesforce connections

In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
On the Integrations page, click Salesforce. 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.

To edit the connection name or view details, click the options menu icon ( ) for that connection, then click Edit.



View the connection details, or type a new name for the connection in the
Organization name field.



Click Save.




Disconnecting your Salesforce organization

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.
Each time you connect to a new or previously connected organization, you must
activate the following features, if applicable to your setup:
Accounts to organizations
sync
Contacts to users sync
Tickets to cases sync
Salesforce triggers



To disconnect a Salesforce organization
In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
On the Integrations page, click Salesforce.
Click the options menu icon ( ) next to the Salesforce organization you want
to disconnect, then click Disconnect.





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