Using Ticket View in Salesforce - Frequently asked questions
Frequently asked questions
What is the Ticket View feature in Zendesk for Salesforce?
The Ticket View feature in Zendesk for Salesforce allows you to view, create, and edit Zendesk Support tickets directly within Salesforce. It provides a real-time query of Zendesk Support, displaying a list of tickets on your Salesforce Account,…
What are the limitations of the Ticket View feature in Salesforce?
The Ticket View feature in Salesforce has several limitations. Attachments and ticket macros are not supported, and tickets with requesters not belonging to an organization are only displayed if the email matches a Salesforce contact. Additionally,…
How can I view tickets in Salesforce using Ticket View?
To view tickets in Salesforce using Ticket View, ensure it is set up correctly. You can access tickets through two interfaces: the ticket list view, which shows all tickets for an Account, Contact, Opportunity, or Lead page, and the detailed ticket…
How do I filter and sort tickets in Ticket View?
In Ticket View, you can filter and sort tickets by clicking the Filter List icon in the upper right corner. By default, all unclosed tickets are shown and sorted by descending priority. You can adjust the filters by selecting or deselecting values…
How can I add Zendesk credentials to create and edit tickets in Salesforce?
To create or update tickets in Salesforce, you need to authenticate by adding your Zendesk agent account credentials to the ticket view personal settings. This involves navigating to the ticket view, clicking the cog icon for Personal settings, and…
How do I create and edit tickets in Salesforce using Ticket View?
To create a ticket, navigate to the ticket view in Salesforce and click 'New ticket'. Fill out the form with details like Requester, Assignee, and Priority, then submit. To edit a ticket, double-click on it in the ticket view, make changes, and…
Can I automate ticket creation in Salesforce without clicking 'New Ticket'?
Automating ticket creation in Salesforce without manually clicking 'New Ticket' is possible using Zendesk's REST API. This requires custom coding outside of the standard integration. The Ticket View feature itself does not support automation for…
Is it possible to view ticket comments in Salesforce?
Yes, you can view ticket comments in Salesforce using the detailed ticket view. This view shows all fields and the comment history of the selected ticket, allowing you to see the full context of the ticket's…
Can I integrate multiple Zendesk orgs with one Salesforce org?
Currently, the integration supports connecting to a single Zendesk instance at a time. While technically possible to connect multiple instances, it is not officially supported and can break most…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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