Integrate Salesforce with Zendesk
Bi-directional sync using OpsHub Integration Manager
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, cross-functional collaboration enhances seamless communication between teams to make 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.
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:
- Make better and faster decisions
- Accelerate customer response time
- Ensure complete traceability of a change request/ticket
- Get full context of customer issues and priorities
- Leverage the best of functionality and collaboration in the delivery ecosystem
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.
Steps to Integrate Salesforce and Zendesk
- Step 1: Configure Salesforce and Zendesk systems.
- Step 2: Configure the mapping.
- Step 2.1: Select the project and the Entities for mapping.
- Step 2.2: Map the fields of the selected entities.
- Step 3: Configure the integration.
- Step 4: Activate the integration.
Popularly synchronized entities
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.
- Sales team creates an account for a new customer in Salesforce and flags the account to suggest that the customer is entitled for support.
- The account gets synced to Zendesk and customers associated with this account are authorized to raise tickets on Zendesk.
- A customer associated with this account raises a ticket in Zendesk. The ticket automatically links to the associated account.
- OpsHub Integration Manager also synchronizes this ticket to Salesforce as a ‘case’ and links it to the corresponding account.
- Sales team adds a comment to the ‘case’ in Salesforce suggesting the support team to consider this ticket as ‘critical’.
- The comment gets synced to Zendesk as ‘notes’, which are hidden from the customer.
- 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.
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
Frequently Asked Questions
To integrate Zendesk and Salesforce, install OIM as per the following steps:
- In OIM, select Zendesk and Salesforce as the applications to be integrated.
- Map the fields between Zendesk and Salesforce. This step involves mapping the fields that will be synced between the two applications. For example, you may want to map the “ticket subject” field in Zendesk to the “case subject” field in Salesforce.
- Specify the type of integration you want to set up. For example, you may want to create a one-way integration that sends data from Zendesk to Salesforce, or a two-way integration that syncs data between the two applications.
- Set up the integration schedule. You can configure OpsHub Integration Manager to automatically sync data between Zendesk and Salesforce at specific intervals. For example, you can sync data every hour, or even every minute.
- Test the integration. Before deploying the integration, you should test it to ensure that it is working correctly. You can do this by creating a test ticket in Zendesk and verifying that it appears in Salesforce.
- Deploy the integration. Once you have tested the integration and are satisfied that it is working correctly, you can deploy it to your production environment.
- By following these steps, you should be able to successfully integrate Zendesk and Salesforce using OpsHub Integration Manager.
Yes, OpsHub offers bi-directional sync between Zendesk and Salesforce.
Integrating Zendesk and Salesforce can provide several benefits for enterprises, including:
- Streamlined customer support: By syncing customer data and support tickets between the two systems, customer support agents can quickly access customer information and resolve issues more effectively.
- Improved customer engagement: With Zendesk and Salesforce integrated, enterprises can leverage the data in both systems to gain a deeper understanding of their customers.
- Enhanced productivity: Integrating Zendesk and Salesforce can help enterprises streamline their workflows and reduce manual data entry. This can free up employees’ time, enabling them to focus on more strategic tasks that drive business value.
- Increased visibility: By integrating Zendesk and Salesforce, enterprises can gain greater visibility into their customer support operations. This can help them identify areas for improvement and optimize their support processes to deliver better customer experiences.
- Better reporting and analytics: Integrating Zendesk and Salesforce can provide enterprises with a unified view of their customer data, which can help them generate more comprehensive and accurate reports and analytics.
Get started with your Salesforce and Zendesk Integration today