SherpaDesk provides to your Salesforce the following features:
- list of 25 most recent tickets for account
- create new ticket for account
- search the tickets in your organization
- create the ticket reports.
To setup it you need:
4. View recent tickets of account to validate that all work is set properly.
5. Review our troubleshoot article if you have are having troubles.
To install the SherpaDesk package into Salesforce click this URL.
Select the option you need and click the “Install” button.
Click the “Continue” button to grant access to the SherpaDesk API.
Installation will start.
You will be informed after the installation of the package is completed.
To add the Tickets Related list to the Account page layout in Salesforce you will need to go to Setup->Build->Customize->Accounts->Page Layouts and click “Edit” for “Account Layout”.
Click “Related Lists” section of the page layout to see “Tickets” related list at the right. Drag-n-drop it to any available place on the page layout (ex. in the bottom, for example).
Click spanner icon to open "Related List Properties" window.
Add the columns “External ID”, “Subject”, “End User”, “Technician”, “Location”, “Class”, “Priority”, “Level”, “Status”, “Days Old” to the Related List.
Adds "New Ticket" custom button to the Related List and click the “OK” button.
Click “Save” button at the top to save the changes for the page layout. In “Owerwrite User’s Related List ?” dialog window click “Yes” to apply the changes for all the users.
To manage in Salesforce the connection string to SherpaDesk go to Setup->Build->Develop->Custom Settings and click the “Manage” for “SherpaDesk API Settings”.
Click “New” button to create new settings.
Fill the form and click the “Save” button to save the changes.
Name: must be “Default”.
Connection String: copy value from Salesforce configuration page of SherpaDesk web application.
SherpaDesk Salesforce configuration page.
To see list of Recent Tickets of Account go to "Accounts" tab and find an Account. Click the name to see the details of the Account.
See the “Tickets” related list on the Account detail page. Click it to see the related list itself.
"Tickets" related list contains top 25 Recent Tickets of Account. Click “External ID” to see the details of the Ticket.
Ticket detail page contains main details of the Ticket and the URL to see the whole ticket in SherpaDesk web application.
In case you see an error message inside Tickets related list area on Account detail page, you have to add or change Connection String to SherpaDesk.