Zendesk Integration with Salesforce

Posted on March 02, 2024

Salesforce Zendesk Integration

It’s now a common trend that organizations using multiple CRM’s for various departments. Why does an organization have to do something like that? It depends on lots of aspects like to keep expenses under control, leverage the technological advantage that each products provide, having the competitive edge to meet customer needs faster, etc.

Therefore, it is not a blunder to choose multiple products, in fact CRM, for various needs. For example, we have seen organizations who leverage Salesforce for core Sales and Zendesk for Service even though Salesforce provides their flagship Service Cloud. Clearly, there is a cost advantage in choosing Zendesk for Service because either “Suite Growth” or “Suite Professional” is not that costly as Salesforce Service Cloud “Service Professional” or “Enterprise” options. At the same time, Zendesk for Service offers more in their packages that Salesforce Service Cloud.

So, why wouldn’t organizations choose multiple CRM’s? Makes sense !! We definitely can also debate on the fact that the Salesforce/Zendesk Sales Reps who will offer you discounts and custom pricing to win the deal to stick to their product and all that. On a long term, there is this threat for organizations getting stuck to a single product. So, in a different angle, distributing the risk of dependence is a key decision factor for various organizations. And it’s a good thing when organizations think in this direction.

Allright. Enough of the CRM wars and opinions. Let’s now talk about how to get Zendesk to integrate with Salesforce.

Summary of steps to integrate

  1. Ensure access to Zendesk and Salesforce
  2. Adjust Session Settings in Salesforce
  3. Install & Configure Zendesk for Salesforce AppExchange app in Salesforce
    1. Enable Ticket View
  4. Configure Profiles in Salesforce to see Zendesk cases and views
  5. Configure Object Page Layout to add Zendesk ticket view
  6. Sync accounts, contacts, leads to Zendesk

Pre-Requisites

  1. Zendesk to Salesforce Integration is only applicable to Salesforce orgs that are either on Performance, Unlimited, Enterprise, Developer or Professional (with API addon) editions.
  2. In Salesforce, you should have “My Domain” enabled.
  3. The System Administrator profile or the integration user profile in Salesforce should have
    • System Permissions of “API Enabled” set to ON
    • Read, Create, Edit, Delete object permissions on “Push Topics”
  4. In Salesforce, “Enable Streaming API” should be ON under Setup –> Platform Tools –> User Interface –> User Interface.

1. Ensure access to Zendesk and Salesforce

2. Adjust Session Settings in Salesforce

This setting has to be turned off so that the integration connection once established doesn’t get disconnected if the session expires.

3. Install & Configure Zendesk for Salesforce AppExchange app in Salesforce

3.1 Enable Ticket View

4. Configure Profiles in Salesforce to see Zendesk cases and views

5. Configure Object Page Layout to add Zendesk ticket view

The key salesforce objects from where you would prefer to see associated Zendesk tickets are from Account, Contact, Opportunity, Lead and Case. We will illustrate the steps from an Account perspective. The steps are the same for other objects.

6. Sync accounts, contacts, leads to Zendesk

As your sales team in Salesforce is creating or making updates to accounts, contacts, leads, opportunities or even cases, it is important to sync this information to Zendesk so that Sales and Service are aligned in your organization.

Zendesk for Salesforce Integration supports 1 way sync from Salesforce to Zendesk for the following 2 use-cases.

  1. Salesforce accounts to Zendesk organizations — Zendesk organizations in Support are automatically created and updated when Salesforce accounts are created or modified.
  2. Salesforce contacts or leads to Zendesk users — Zendesk users in Support are automatically created and updated when Salesforce contacts or leads are created or modified.

Account Syncing

Contact/Lead Syncing

References


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