Wix Answers Help Center

Working With Integrations

Syncing Customer Data From Wix Answers to Salesforce

Keep customer details consistent between your Wix Answers and Salesforce accounts. When syncing, you choose which data is converted from Wix Answers to Salesforce. Important:You can only sync data in one direction at a time. If you've already synced from Salesforce to Wix Answers, you must turn it off before syncing from Wix Answers to Salesforce. Before you begin:Make sure you've connected your Salesforce account with Wix Answers. To sync your Wix Answers customer data to Salesforce:Hover over Settings in the side panel and click Integrations.Hover over Salesforce and click Manage on the right.Click the Sync customer data toggle under Wix Answers → Salesforce to enable it. Click the drop-down next to From now on Sync Wix Answers customers data with and select the Salesforce contact type you'd like to convert your Wix Answers data to (Salesforce Contacts or Salesforce Leads).Tip: You can create new customer fields in Wix Answers to use for syncing your data. (Optional) Add more customer fields you'd like to sync. Show me howClick + Add a Customer Data Field.Select a Wix Answers customer data field from the list. Click the Select/ Search field drop-down next to the field you just added. Select the Salesforce contact data field you'd like the Wix Answers customer data field converted to. (Optional) Repeat these steps to sync more customer fields.6.  Click Save at the top right. 7.  (Optional) Sync your existing customer records from Wix Answers to Salesforce. Show me howThis option updates all the existing customer records in Salesforce according to your Sync Customer Data settings. After enabling, whenever a change to customer records occurs in your Wix Answers account, the records are automatically updated in Salesforce.  Important:This overrides existing data in Salesforce. Make sure you've correctly configured your Sync Customer Data settings before syncing. To sync existing customer records:Click the toggle next to Sync existing customer records. Click Save at the top right. Click Yes, Start Syncing.Click Close & Keep Syncing if the syncing is still in progress or click Done if it's completed. Tip:You can also sync company data from Wix Answers to Salesforce. 

Syncing Company Data From Salesforce to Wix Answers

Sync your account data from Salesforce to Wix Answers to keep contact details consistent in both platforms. When syncing, your account data fields in Salesforce convert to company data fields in Wix Answers. Important:You can only sync data in one direction at a time. If you've already synced from Wix Answers to Salesforce, you must turn it off before syncing from Salesforce to Wix Answers. Before you begin:Make sure you've connected your Salesforce account with Wix Answers. To sync your Salesforce company data to Wix Answers:Hover over Settings in the side panel and click Integrations.Hover over Salesforce and click Manage on the right.Click the Sync company data toggle under Salesforce → Wix Answers to enable it. 6.  Click Save at the top right. 7.  (Optional) Sync your existing account records from Salesforce to Wix Answers. Show me howThis option updates the existing company records in Wix Answers. Whenever a change to account records occurs in your Salesforce account, the company records automatically update in Wix Answers. Important:This overrides some of the existing company data in Wix Answers. To sync existing account records:Click the toggle next to Sync existing account records. Click Save at the top right. Click Yes, Start Syncing.Click Close & Keep Syncing if the syncing is still in progress or click Done if it's completed. Tip:You can also sync customer data from Salesforce to Wix Answers. 

Displaying Your Wix Answers Ticket List in Salesforce

Add the Ticket List component to view tickets for each of your contacts/leads directly in your Salesforce account. When viewing individual contacts/leads in Salesforce, you'll see a list of all their tickets including: Ticket subjectsTicket statusesThe number of repliesTicket labelsPriority levelsBefore you begin:Make sure you've connected your Salesforce account with Wix Answers. You must have a Salesforce custom domain to display your Wix Answers ticket list in Salesforce. View Salesforce TutorialStep 1: Click "Install" in Your Wix Answers AccountComplete this step if you connected Salesforce before this feature was available. Check your Integrations settings in Wix Answers and click Install if the button appears. Hover over Settings in the side panel and click Integrations.Hover over Salesforce and click Manage. Scroll down in the left panel and click View Tickets list in Salesforce. Click Install if it appears next to step 1, then proceed to step 2 below. Note:If you don't see step 1 with an Install button, continue to step 2 below. Step 2: Add the Ticket List Component in Salesforce:Log in to Salesforce as an administrative user.Click the App Launcher icon and type Contacts or Leads (depending on which Salesforce contact type you've synced). Select Contacts or Leads. Click the name of any contact or lead on the list.Note: The contact or lead must have an email address in the Email field.  Click the Setup icon at the top right and select Edit Page. Type Wix in the Search components... field on the left. Click and drag the WixAnswersTickets component to any location on the Contact/Lead Record Page. Click Save. Click Activate in the pop-up message.Click Assign as Org Default or choose your preferred activation option. Select from the options on your screen and click Next. Click Save. Notes:This feature uses Salesforce's Lightning Component framework that allows you to build single page apps. Wix Answers ticket data is not stored in Salesforce.If you need to uninstall the Salesforce integration, you must remove the Ticket List component in Salesforce first. 

Syncing Customer Data From Salesforce to Wix Answers

Keep customer details between your Wix Answers and Salesforce accounts consistent. When syncing, you control which data is converted from Salesforce to Wix Answers.  Important:You can only sync data in one direction at a time. If you've already synced from Wix Answers to Salesforce, you must turn it off before syncing from Salesforce to Wix Answers. Before you begin:Make sure you've connected your Salesforce account with Wix Answers. To sync your Salesforce customer data to Wix Answers:Hover over Settings in the side panel and click Integrations.Hover over Salesforce and click Manage on the right.Click the Sync customer data toggle under Salesforce → Wix Answers to enable it. Click the drop-down next to From now on Sync and select the type of Salesforce contacts that your data will be converted to in Wix Answers (Salesforce Contacts or Salesforce Leads). Tip: You can create new customer fields in Wix Answers to use for syncing your data. (Optional) Add more contact or lead data fields.Show me howClick + Add Contact Data Field.Note: Click + Add Lead Data Field if you selected Salesforce Leads in step 4. Select a Salesforce contact or lead data field from the list. Click the Select/ Search field drop-down next to the field you just added. Select the Wix Answers customer data field you'd like the Salesforce data converted to.(Optional) Repeat these steps to sync more contact or lead data fields.6.  Click Save at the top right. 7.  (Optional) Sync your existing customer records from Salesforce to Wix Answers. Show me howThis option updates the existing customer records in Wix Answers according to your Sync Customer Data settings. After enabling, whenever a change to customer records occurs in your Salesforce account, the records are automatically updated in Wix Answers. Important:This overrides existing data in Wix Answers. Make sure you've correctly configured your Sync Customer Data settings before syncing. To sync existing customer records:Click the toggle next to Sync existing customer records. Click Save at the top right. Click Yes, Start Syncing.Click Close & Keep Syncing if the syncing is still in progress or click Done if it's completed. Tip:You can also sync company data from Wix Answers to Salesforce. 

Viewing Salesforce Information in Tickets

Reduce the amount of time you spend switching between Salesforce and Wix Answers. You can view client information from your Salesforce account directly on tickets. Before you begin:Connect your Salesforce account with Wix AnswersChoose which Salesforce fields you want to display on ticketsTo view your Salesforce account information on a ticket:Go to a relevant ticket. Click the Salesforce drop-down in the side panel on the right. Click the relevant field drop-down to view your client's information. Note: If necessary, click Show more to view additional fields.Tip:Click the Expand icon  next to a field to view the information from within your Salesforce account. Note:Your customer's email in Salesforce must be the same in Wix Answers for their Salesforce info to appear on tickets.  

Syncing Company Data From Wix Answers to Salesforce

Sync your customers' company data from Wix Answers to Salesforce to keep your contact records consistent in both platforms. When syncing, your company data fields in Wix Answers convert to account data fields in Salesforce. Important:You can only sync data in one direction at a time. If you've already synced from Salesforce to Wix Answers, you must turn it off before syncing from Wix Answers to Salesforce. Before you begin:Make sure you've connected your Salesforce account with Wix Answers. To sync your Wix Answers company data to Salesforce:Hover over Settings in the side panel and click Integrations.Hover over Salesforce and click Manage on the right.Click the Sync company data toggle under Wix Answers → Salesforce to enable it. 6.  Click Save at the top right. 7.  (Optional) Sync your existing company records from Wix Answers to Salesforce. Show me howThis option updates the existing account records in Salesforce. Whenever a change to company records occurs in your Wix Answers account, the account records automatically update in Salesforce. Important:This overrides some of the existing data in Salesforce.To sync existing company records:Click the toggle next to Sync existing company records.Click Save at the top right. Click Yes, Start Syncing.Click Close & Keep Syncing if the syncing is still in progress or click Done if it's completed. Tip:You can also sync customer data from Wix Answers to Salesforce. 

Choosing Which Salesforce Fields Display in Tickets

Choose which Salesforce fields you want agents to be able to view on your clients' tickets.Before you begin:Make sure you've connected your Salesforce account with Wix Answers. To select the Salesforce fields that display in tickets: Hover over Settings in the side panel and click Integrations. Hover over Salesforce and click Manage on the right. Click the Show Salesforce data in tickets toggle  to enable it. Click the Toggle  next to each Salesforce field type you want to enable: Contact: View contact fields for your clients.  Lead: View lead fields for your clients. Account: View account fields for your clients.  Case: View case fields for your clients. Click a Salesforce field type you just enabled, then click the Toggle next to each field you want to appear in tickets.  Click the Back icon  next to the field type you selected. Then repeat step 5 for each Salesforce field you enabled. Click Save at the top right. Next:Learn how to view your clients' Salesforce information on tickets in Wix Answers.

Viewing Your Salesforce Integration Activity Log

Check your Salesforce Integration Activity Log to view details about your last 30 syncs. Your Activity Log displays information about both types of data syncs:Syncing data from Salesforce to Wix AnswersSyncing data from Wix Answers to SalesforceTo view your Salesforce Integration Activity Log:Hover over Settings  in the side panel and click Integrations.Hover over Salesforce and click Manage on the right.Click Activity Log on the left.View information about the last 30 sync activities on the right. 

Customizing Your Jira Integration

Customize the Jira fields available to agents on tickets from within your Wix Answers account. Before you begin, make sure to connect your Jira account. To customize your Jira integration:Hover over Settings  in the side panel and click Integrations.Hover over Jira and click Manage. (If you have multiple Jira projects) Click the Jira project drop-down menu next to You're customizing project: and select your project. Choose the fields displayed to agents in the panel to the right of tickets:Select Customize Issue Display.Click the Toggle icon  to enable or disable the relevant fields. Choose the fields displayed when creating a new issue from a ticket:Select Customize Issue Creation.Click the Toggle icon  to enable or disable the relevant fields.Click Done. Next:Learn how to work with Jira issues on tickets.

Working with Jira on Tickets

View, link, and create Jira issues directly from the right panel of a ticket with Wix Answers Integrations. To begin, connect your Wix Answers account to Jira.To view linked Jira issues on a ticket:Go to the relevant ticket.Click Jira in the panel to the right. View linked Jira issues under Linked Issues:Hover over the relevant issue and click the Show More icon . Click View Issue.(Optional) Click Open in Jira to view the issue within Jira. To link a Jira issue to a ticket:Go to the relevant ticket.Click Jira in the panel to the right. Click the search bar and type a Jira issue name.Hover over the relevant Jira issue and click Link with Ticket. Note:To unlink a Jira issue, hover over the issue, click the Show More icon  and select Unlink. To create a new Jira issue from a ticket:Go to the relevant ticket.Click Jira in the panel to the right. Click Create New Issue.Edit the relevant fields and click Save Issue.

Creating an Application Link in Jira

To integrate your Jira account with Wix Answers, you must go to Jira and create an application link using the Consumer Key and Public Key provided by Wix Answers.To create an application link in JIRA:Sign in to your Jira account.Click Jira Settings on the left.Click Applications (Jira Server accounts) or Products (Jira Cloud accounts).Click Application Links.Enter https://apps.wix.com/answers-jira-integration and click Create new link.Ignore the warning in the Configure Application URL pop-up and click Continue.Enter a name in the Application Name field.Select the Create incoming link checkbox.Click Continue.Enter the Consumer Key and Public Key provided by Wix Answers and a Consumer Name.Click Continue.

Setting Up Slack Notifications

Send notifications to predetermined Slack channels whenever a new ticket is created or replied to with Wix Answers Integrations. Important:You must first connect Slack to your Wix Answers account.In Slack, you must be an admin and in Wix Answers, you must be an administrator or have a custom role with Integrations enabled in the Settings - Tools permissions. To set up Slack channel notifications: Hover over Settings in the side panel and click Integrations. Hover over Slack and click Manage. Select which channels will receive a notification for each scenario: New Ticket Created: Click the drop-down and select the channel that will receive a notification when a new ticket is created.  User Replied: Click the drop-down and select the channel that will receive a notification when a customer replies.  Click Save. Tip:View examples of your Slack notifications by hovering over New Ticket Created or User Replied.