Account Zendesk Tickets

The integration of Zendesk with Salesforce through the Account Zendesk Tickets app is a powerful tool for customer support and sales teams.  It allows for seamless access to Zendesk ticket information directly within Salesforce, providing a comprehensive view of customer interactions on the Account page.  The pre-configured Popdock list, which includes essential fields, details, and actions, can be configured to fit the specific needs of an organization.  Users have the flexibility to add or remove fields, implement restrictions, and manage the visibility of actions, ensuring that the most relevant information is always at hand.  This integration not only streamlines workflows but also enhances the ability to deliver prompt and informed customer service, contributing to a better customer experience and increased efficiency within teams.

Adding the Account Zendesk Tickets to Salesforce

1. Log into Popdock and edit Account Zendesk ticket.

2. Select Create Visualforce page.

3. Log into Salesforce and select an account.

4. Select Setup and then select Edit Page.

5. Select the first section of the Account page.  Then select Add Tab.

6. A new tab labeled “Details” will be added.  Select this and then click in the text field.  Scroll to the top and select Custom. 

7. Enter a label in the Custom Label field.  Then select Done. 

8. Select Activation and then select Save. 

9. Select Add Component(s) Here, in the middle section.  Then select Visualforce in the left navigation pane. 

10. You can then select the arrow in the upper left corner to return to Salesforce.  You will now see the Zendesk Ticket list on the Account page.

Account Zendesk Tickets Settings in Popdock

The Account Zendesk tickets feature in Salesforce allows users to view a pre-configured list of Zendesk ticket information.  To access the settings for this list, you can select Account Zendesk tickets in the navigation pane.  This integration facilitates real-time queries to Zendesk Support and displays the tickets within Salesforce, streamlining the process of managing customer interactions and support tickets directly from Salesforce.

Name – This is the name of the widget. The name is only used in the Edit Embedded App.

Title – This is the title of the widget that will appear in Salesforce.  If you want to change the title, you can edit it here.

Type – This is the type of widget. This widget is a Single list widget, so data will be displayed in a grid view.

Locale – Select the locale you want to display dates and number values.

Connector – The connector that the widget is using to pull data from. This is set to Salesforce and cannot be changed.

Favorite – If the widget has favorites, you can select a favorite here.

Group – The group that the list belongs to.

List – This is the list that the widget is based on.

Environment – This is the application where the widget will be embedded. This will default to the Salesforce Connector and the Account Object. If you change these, it will change where the Visualforce page is created.

Fields

The list has a set of predefined fields included.  You can remove fields you do not want to include by selecting the delete icon at the end of the field. 

Select Add fields to get a list of available fields for the item.  Select the fields you want to add and then select Add selected to add the fields to the item. 

You can change the order of the fields by grabbing the drag and drop icon to the left and then moving the row.

Details

Details included on the list will be displayed in the widget.  If you do not want a detail to display, you can select Hidden, to hide the option.  

Actions

Actions included on the list will be displayed in the widget.  If an action should not be displayed, you can select Hidden. To make changes to the action, select Edit.

Parameters

Parameters are what link the data in Salesforce to Zendesk.  In this example, in order to display account information, the account name in Salesforce is linked to the organization name field in Zendesk. 

URL parameter – Select this to add a URL parameter.  Enter a name for your parameter and then select the Parameter type.  Then select the Field that will be the parameter.  You can also select one of the predefined lookups, if needed.  If not, select None for the lookup. 

Environment parameter – Select this to add an environment parameter from Salesforce.  Then select a field from the Zendesk tickets list.  You can also select one of the predefined lookups, if needed.  If not, select None for the lookup. 

Calculated parameter – Select this to add a calculated parameter. These can be added to process parameter values before they are applied to fields in your widget.

Name – Select a name from the dropdown list.  This is the account information from Salesforce.

Destination – Select a field from the dropdown list.  This is a field from the tickets in Zendesk. 

Lookup – Select one of the predefined lookups from the dropdown list.  A lookup will let you look up one piece of information based on another.  For example, the Account ID by Account Name lookup would let you look up the account ID by entering the account name. 

Required – Select this option to make the parameter required.     

You can add columns by selecting Select columns in the upper right.

Options

Allow refresh – Select this option and a refresh icon will be placed on the list.  This will allow you to refresh the data on the list.

Show actions – Select this option to display actions in the list.  Selecting this will also display the actions in the navigation pane in Popdock.

Show details – Select this option to display details in the list.  Selecting this will also display the details in the navigation pane in Popdock.

Show fields with no data – Select this option to display fields that contain no data. Selecting this will display a blank space if there is no data. When unselected, fields with no data will be hidden.

Show title – This option will display the name of the list. 

Preview

The Preview tab will allow you to preview the widget. If you need to make changes to it, you can preview those changes before finalizing the widget.

Embed codes

Embed codes allows you to create different types of codes for your widget.

Type – Select the type of code to create. You can select Link, Widget ID, Iframe, NetSuite portlet, or Visualforce page.

Theme – Select the theme to apply to the widget.

Code – This will display the code based on the type you selected. You can use Copy to clipboard to copy the code and use in another application.

Security

This will display users that have access to the widget.

Editing Actions

The actions settings page is a feature that provides users with the flexibility to configure their actions.  It allows for the addition or removal of fields and enables the editing of text to suit specific needs or preferences. 

To edit an action, select Actions in the navigation pane and then select the edit icon.

Settings

Name – This is the name that will display for the action.  If you want to change the name, place your cursor in the text box and enter a new name.

Icon – Select an icon from the dropdown list.  The icon will appear next to the action name.

Fields

The Fields tab will display the fields that have been added to the action. If you need to add additional fields, you will need to edit the action.

Edit action

Actions have predefined fields that serve as the data inputs for the action.  Users have the flexibility to edit the action and add new fields or removing existing ones.  The Settings tab will show settings for the action. The settings are configured when the widget is installed. Making changes to the settings can impact how the action works.

Fields

To add a field, you can select Add form field and then choose the desired field.  By default, the label of the new field will match its name, but this can be altered to display a different label within the action as needed for clarity or preference.

Field – This is the field from Zendesk.  Fields you select will be displayed on the
form.

Label – This is the text that will appear in the sidebar.  If you want to change the label, place your cursor in the text box and enter a new label.

Required – If users are required to enter information for the field, select the Required option. 

Read only – If this option is selected, the fields will be disabled and users will not be able to enter data. 

Select columns – Select this to add columns to the display. The Label column is the default. You can add Connector action field, Lookup, Required, or Read only. These are reset when you refresh the page.

Reveal/Hide – You can hide or reveal any field.  Fields that are revealed will be displayed to
the users.  Fields that are hidden are automatically included in the form and hidden from view.  In the example above, the Ticket ID is a hidden field.  When the form is submitted, the Ticket ID is automatically included without the user having to enter it. 

Default values

If the field should have a default value, select the type of value from the dropdown list.  You can select None or Constant.

 Value – When this is set to Constant, enter the value you want to default into the form field.

Security

This will display users that have access to the action.

API endpoints

The API endpoints tab displays predefined endpoints for the action. You can copy the endpoint to use in another application. You can also test the endpoint using a selected token.

Actions

Select Test to test the action. This will allow you to see how the action will work within the widget.

Select Delete to permanently delete the action.

Questions on adding the Account Zendesk Tickets? Email support at support@eonesolutions.com