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Salesforce Integration with Zendesk

Salesforce integration
Salesforce Zendesk Integration gives real-time visibility to the support and sales team into each other’s work and priorities. With this kind of visibility, the coordination between the teams become easier, customer issues are resolved faster, and customer communication becomes seamless.

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Salesforce Zendesk Integration Overview

In an Application Lifecycle Management (ALM) ecosystem, the choice of systems and the collaboration between the cross-functional teams play a great role in delivering quality solutions. While the choice of systems impacts the productivity of a team, the cross-functional collaboration enhances seamless communication between teams to take better decisions, faster.

By integrating Zendesk & Salesforce, enterprises can diminish collaboration barriers between their customer-facing teams. It helps in keeping customer priorities clearer, makes communication with the customers seamless, and reduces the customer issues resolution time.

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How Salesforce – Zendesk integration is beneficial for an enterprise

  • Real-time access to customer issues and priorities
  • Communication on the workitems from the native systems itself
  • Real-time updates when a customer issue is resolved

With Salesforce + Zendesk integration, enterprises can:

Salesforce Zendesk integration

How OpsHub Integration Manager integrates Salesforce and Zendesk

OpsHub Integration Manager integrates Zendesk and Salesforce bi-directionally. It ensures that all data is available to each user, in that user’s preferred system, with full context, in real-time. All ‘tickets’ from Zendesk automatically synchronize to Salesforce and all the entities and details associated with the ‘tickets’ synchronize back to Salesforce. Customer priorities, value, and other details available in Salesforce are also visible in the customer account in Zendesk.

Popularly synchronized entities

Salesforce Zendesk Entities Mapping

Use Case: Salesforce integration with Zendesk

Problem statement: The support team is unable to prioritize the tickets from different customers. As they don’t understand the priorities of the tickets, they end up taking up the least important tickets first and the most important tickets at the end.

Solution: If Salesforce and Zendesk are integrated, the support team will have visibility into the order in which the customer tickets need to be prioritized.

  1. Sales team creates an account for a new customer in Salesforce and flags the account to suggest that the customer is entitled for support.
  2. The account gets synced to Zendesk and customers associated with this account are authorized to raise tickets on ServiceNow.
  3. A customer associated with this account raises a ticket in Zendesk. The ticket automatically links to the associated account.
  4. OpsHub Integration Manager also synchronizes this ticket to Salesforce as a ‘case’ and links it to the corresponding account.
  5. Sales team adds a comment to the ‘case’ in Salesforce suggesting the support team to consider this ticket as ‘critical’.
  6. The comment gets synced to Zendesk as ‘notes’, which are hidden from the customer.
  7. The support team, then, takes this ticket on priority, and changes status of the ticket to ‘active. The status of the ‘case’ automatically gets updated as ‘in-progress’ in Salesforce.
Salesforce integration with Zendesk

Benefits of integration for Salesforce and Zendesk

Salesforce users

  • Access to the customer account, priorities contacts from within Zendesk
  • No manual efforts needed to keep sales team in loop for customer issues

Zendesk users

  • No manual efforts needed to keep support team updated on new customer accounts added & priorities/value of each customer account
  • Real-time access to the status of customer tickets and conversations between support team & customers