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New Setup: Allow all Salesforce users to create tickets for Salesforce Contacts

  • December 30, 2020
  • 2 replies
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D

I need to allow all my Salesforce users to create Zendesk Tickets for a Salesforce Contact (and Account if possible).

We are setting up Zendesk for the first time and have run into a challenge that surprises me.

I am using the Zendesk custom object in Salesforce and the only way to activate the "New Ticket" button on the Visualforce Page (Zendesk_Ticket_View_Account) is to "Link Zendesk Agent" for every Salesforce user. This requires us to provide a username and password for one of our Zendesk agents to every employee and instruct them how to do this.  Even then, I'm not so sure this would be a "best practice" or function properly.

I feel like I'm missing something.

Is my only option to integrate Zendesk with the existing Salesforce Case system? Would that work?  I really want to leave the Salesforce Case system behind as our "legacy support ticket" archive. I've looked all over this Community and there seems to be a jumble of articles for the "Legacy Zendesk/Salesforce integration" and the new integration.

Our Setup

  1. Zendesk Support Suite - 3 Users
  2. Salesforce Enterprise Classic - 13 Users (3 Support Agents, 6 Misc Ticket Creators, 4 non-Ticket Creators) (we are not using Lightning)
  3. Zendesk/Salesforce integration 2.0 (not the Legacy version)
  4. Zendesk custom object in Salesforce (Visionforce Page element on Salesforce Account/Contact/Opportunity)
  5. Before Zendesk, Support Tickets were handled in Salesforce Cases.
  6. Approximately 9 employees (3 are Support Agents) currently create Salesforce Cases for customers.  (Sales Reps, Account Managers, Accounting) 

    2 replies

    D
    • Derrick11
    • Author
    • December 31, 2020

    I located this integration Guide article that explains that I need to:

    Your sales reps will also have the ability to create and edit Zendesk tickets from Salesforce—by linking each sales rep to an agent seat within Zendesk.

    https://www.zendesk.com/blog/step-by-step-guide-to-integrating-zendesk-and-salesforce/

     

    The only way I know to do that is by giving the username and password to every employee and explain how to find/use the "Link Zendesk Agent" button. 

    This worked for my test user in my Salesforce sandbox.  Now the New Ticket button is active in Salesforce. However, it forces my user to fill in the New Ticket webform within the 250px height Zendesk Visualforce page module with scrollbars.  I'd prefer not setting this module to a higher pixel height and this makes that form awkward.  

    I still feel like I'm missing something.  Looking around the Zendesk website, it seems like the Legacy integration had more function in this regard (albeit more complicated to integrate) The old "legacy" integration: https://support.zendesk.com/hc/en-us/articles/203660006-Legacy-Salesforce-Setting-up-sending-Zendesk-tickets-into-Salesforce 

    Dwight
    • Dwight
    • January 21, 2021

    Hi @Derrick Delliquadri

    This same requirement (needing to link a zendesk user within SFDC) was present in the legacy integration as well.  Our documentation for that integration was archived following its deprecation, which should help to resolve some of the "legacy vs new" jumble you mentioned. 

    It shouldn't be required to "give the username/password to every employee" because each would already need to have unique zendesk credentials. If they're already logged into Zendesk as their own unique user, the "link agent" button should be only requirement to get them set up. 

    Thanks for the feedback on the Visualforce page. The way in which the classic interface handles these page-elements definitely isn't ideal. If your team uses the Lightning interface, changing to the Lightning component instead should help resolve the sizing/scrolling issues, as this component dynamically adjusts to the size of its contents. 

    Hopefully this helps to resolve your issues, but if not, please feel free to reach out to our Support team as we'd be happy to dig into this further in a chat/ticket/meeting.

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