Salesforce and Zendesk Access Rules
Does Salesforce honor Zendesk access rules for ticket visibility?
Salesforce does honor Zendesk access rules for ticket visibility to some extent. If a user has linked their personal Zendesk Agent credentials, they will only see tickets they have access to in Zendesk.
However, the list of tickets may still show tickets visible to the user who initially connected the integration, typically an admin. This can lead to situations where a ticket is visible in the list but not accessible when clicked. It's a known issue, and the development team is aware of it.
More related questions
How do I enable and configure Ticket View for Salesforce?
To enable and configure Ticket View for Salesforce, you need to access the Admin Center and navigate to the Integrations section. Here, you can configure the Ticket View by installing the managed package if it wasn't installed during the initial…
How can I add a Lightning component or Visualforce page to my Salesforce page?
To add a Lightning component or Visualforce page to your Salesforce page, you need to navigate to the App Launcher in Salesforce and select the relevant page, such as Cases, Accounts, Contacts, Leads, or Opportunities. Once there, you can edit the…
How do I check if Ticket View has been successfully installed in Salesforce?
To verify if Ticket View has been successfully installed in Salesforce, go to Setup and check the Deployment Status. This will show you the deployment time and whether it was successful or failed. If it failed, Salesforce will provide detailed…
How can I enable profiles to view Ticket View in Salesforce?
To enable profiles to view Ticket View in Salesforce, you need to adjust the security settings in Visualforce pages. Navigate to Setup, then Custom Code, and select Visualforce Pages. Find the relevant ZendeskTicketView labels and click Security…
What should I do if I encounter permission errors when viewing tickets in Salesforce?
If you encounter permission errors when viewing tickets in Salesforce, ensure that the user profiles in Salesforce have the necessary access to Zendesk tickets. Check the security settings in Visualforce pages and make sure the profiles are enabled…
Can I customize the ticket field columns in the Lightning component page view?
Currently, it is not possible to customize the ticket field columns in the Lightning component page view. The feature is fixed, and any changes to the columns are not supported at this time. If this is a feature you would like to see in the future,…
Is it possible to filter tickets in Salesforce based on tags?
Currently, the Ticket View in Salesforce does not support filtering tickets based on tags. You can filter by status, priority, and type, but not by tags. If filtering by tags is important for your workflow, consider submitting a feature request in…
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